How To Report a Repair

To avoid paying UNNECESSARY CALL OUT COSTS -  Please review this page and if you still need to Report a Repair you should follow the link below -

REPORT A REPAIR

Once you have decided you need to report a repair you can add details and photographs through the link above. Once we have the information, we will organise someone from our repair team to have a look at fixing this for you. Please bear in mind that some issues can be resolved over the phone and some issues such as light bulbs may be your responsibility. If you think that the maintenance issue is more serious you should note the priority level when you add the details.

How to check if your repair is an EMERGENCY

An emergency is when there is a risk to life and/or serious damage to the property SUCH AS -

• Severe water leaks that can’t be left
• You smell gas or detect a gas leak. In this case call the National Gas Emergency service on – 0800 111 999 
• Loss of electrical power or light
• Blockage of your only toilet
• Loss of water
• Broken windows or doors following a break-in

If you think that you have an EMERGENCY as described above

call us on 0345 86 86 868.

If the EMERGENCY situation is outside of normal working hours then

please call - 07546580661.

This is our out of hours EMERGENCY number. This number may be on divert and our engineers may call you from a different number. Please also note that this number may not respond to text messages. If you call our out of hours number and it is not for one of the above reasons YOU MAY BE CHARGED.

THE KEYS TO THE APARTMENT ARE YOUR RESPONSIBILITY AND IF YOU LOSE THEM, YOU WILL BE CHARGED

What is your responsibility and what is the Landlords –

BATHROOMS AND KITCHENS

Landlord responsibility

• Sinks, baths, showers, toilets and taps.
• Worktops and kitchen units.
• Wall tiles (three rows above kitchen worktops).
• Waste outlets for washing machines and dishwashers.
• Plumbing for washing machine and appliance if provided
• Extractor fans.

Your responsibility

• Sink and bath plugs and chains.
• Showerheads and shower curtains.
• Bathroom cabinets and mirrors.
• Toilet roll holders.
• Fittings and taps installed by you.
• Appliances you own, eg washing machines and dishwashers.

PLUMBING LEAKS AND BLOCKAGES

Landlord responsibility

• Taps fitted by us.
• Water mains, pipes and waste pipes.
• Immersion heaters, if the property is electric heated.
• Waste outlets for washing machines and dishwashers.
• Cold water storage tanks.

Your responsibility

• Washing machine hoses.
• Minor blockages to sinks, baths and toilets.
• Dealing with general blockages
• To try to clear the blockage using a plunger or drain cleaning products.
• Speaking with neighbours to see if they have the same problem.

If you’ve followed these steps, but haven’t been able to clear the blockage, you should contact us to request a repair. However, please remember you may be charged if you caused the blockage.

INTERIORS AND DECORATION

Landlord responsibility

• Walls, ceilings and plaster.
• Internal doors, frames, thresholds, architraves and stops.
• Flooring, floorboards, floor joints and skirting boards.
• Stairs and handrails.
• External door locks and bolts.
• Built-in cupboards.
• Fixing damage caused by our repairs.

Your responsibility

• Decorating and your own decorative finishes or furnishings.
• Decorating is subject to Landlord Approval in any event
• Minor defects or imperfections in plaster.
• Any furniture fitted by you.
• Floor coverings fitted by you.

ELECTRICS

Landlord responsibility

• Storage heaters, convector heaters and electric fires.
• Hard-wired smoke and carbon monoxide detectors.
• Individual door-entry systems.
• Electrical testing.
• Light fittings.

Your responsibility

• Your own electric appliances
• Your own intruder alarms.
• Light bulbs.
• Batteries in alarms

CONDENSATION AND MOULD

Landlord responsibility

• Conducting surveys.
• Clearing blocked air vents.
• Installing extractor fans as required.

Your responsibility

Preventing and dealing with condensation and mould. See factsheet below

WHO guidelines for indoor air quality: who.int/publications/i/item/9789289041683

Damp, condensation and mould in residential property

CONTEXT

Tenants, letting agents and landlords all need to contribute to preventative measures to reduce the impact on living conditions and properties. Taking reasonable steps to tackle damp and mould is not only about looking after your health, it is your responsibility as a tenant. We hope that this fact sheet is useful for all parties in preventing issues with damp, condensation and mould.

WHAT IS CONDENSATION AND WHAT CAUSES IT?

Condensation is water droplets created by warm air hitting a cold surface. This causes surface dampness which if left unattended, leads to mould growth. This is an issue affecting homes in the UK and is commonly caused by internal room temperatures with insufficient heating and a lack of adequate ventilation. If houses are colder than usual for example because heating is not switched on, this can increase condensation.

WHAT CAUSES DAMP AND MOULD?

If condensation is not addressed, this can lead to problems such as mould. Mould is a fungus that grows on wet surfaces, routinely caused by excess moisture resulting from condensation when walls and windows are cold and there is high moisture content in the air.

Alternatively in cases where damage or decay has occurred penetrating leaks can cause damp or if there is a defective damp proof course, rising damp can occur in basements and ground floors. Please note that rising damp does not generally result in growth of black mould.

WHO IS RESPONSIBLE?

While homeowners have clear responsibility for dealing with damp and mould, in property with tenants the responsibility is shared between landlords, managing agents and tenants.

MORE INFORMATION

WHO guidelines for indoor air quality: who.int/publications/i/item/9789289041683

HOW IS RESPONSIBILITY SPLIT?

Tenant’s responsibilities:

• Using an appropriate cleaning product at regular intervals
• Putting lids on pans and using an extractor fan when cooking
• or showering
• Not hanging wet clothes on radiators or drying clothes indoors at all, if possible
• Running a reasonable amount of heating in the house
• Keeping vents on UPC windows open
• Ensuring that furniture is not preventing air flow by being placed
• against walls or in front of radiators

What can agents and landlords do?

• Decorate properties using anti-mould paint
• Inspect the condition of the property at regular intervals and in
• response to any concerns raised by the tenant
• Ensure appropriate insulation and draught proofing are in place
• Ensure vents and fans are working
• Ensure tenants know how to use the heating system and thermostat controls efficiently
• Repair any leaks or plumbing issues promptly

HOW CAN IT BE TREATED?

Damp and mould in domestic properties can lead to health issues and exacerbate existing allergies and respiratory conditions. There are simple steps that both tenants and owner occupiers can take to prevent damp and mould. Everyone should understand how daily routines can contribute to damp and mould around the house and how to prevent issues arising.

SIMPLE PREVENTATIVE STEPS

Drying clothes

Hanging wet clothes on radiators increases the moisture in the air which then flows around the house, collecting on cold surfaces and contributing to the growth of mould. To avoid this, dry clothes using a tumble dryer if provided, on a portable heated plug-in airer with a cover or on any airer in a well-ventilated space with an open window or dehumidifier to draw moisture in from the air.

Air needs to flow, even in cold weather

The average person breathes out approximately two litres of water every 24 hours and an average family of four will generate nearly 14 litres of water a day during cooking, washing, drying clothes and bathing.

Historically this vapour would have naturally escaped, however measures such as double glazing and insulation now trap that moisture inside the house. External windows and trickle vents need to be opened regularly to allow fresh air to circulate. Without opening windows moisture builds up and creates mould on cold surfaces like walls. 

MORE INFORMATION

WHO guidelines for indoor air quality: who.int/publications/i/ item/9789289041683

Likewise, if furniture is placed directly against walls or radiators, or if cupboards or wardrobes are solidly packed with possessions air is prevented from circulating, contributing to damp conditions.

Heating systems

The World Health Organisation Guidelines for Indoor Air Quality: Dampness and Mould (See more information) recommends keeping rooms between 18c – 20c. Having heating regularly on, even at a low temperature, helps to prevent damp and mould. For any advice on thermostats or heating controls, speak to your letting agent.

Make use of extractor fans provided

Running a hot shower or bath, or boiling water for cooking creates steam and additional moisture in the air which circulates and collects on cold surfaces around the house. Putting an extractor fan on where provided, throughout and following showers and cooking creates a vacuum effect. Moisture is pulled out of the air into the fan and released outside through vents or pipes. If you need any advice or adjustments to extractor fans speak to your letting agent.

Use a dehumidifier

A dehumidifier pulls moisture in from the air, thereby reducing vapour and dampness that is generated by, for example drying clothes. Portable dehumidifiers are widely available at different price points through online and high street retailers.

Add plants to lower humidity levels

Several groups of houseplants have characteristics that help to reduce humidity levels including the peace lily, ferns, orchids, palms and spider plants.

Remove pooling moisture to prevent build up

It is important to note that any condensation or surface dampness that collects on windows or walls, should be wiped with a clean cloth or towel daily. This will minimise the subsequent appearance of any black mould.

Check for penetrating damp

If you see evidence of leaks from plumbing or from a damaged roof, chimney or guttering which is causing water supply to penetrate the property or repeatedly flow against walls, contact your agent. Repairs should be dealt with promptly to prevent more complex damage occurring. While waiting for the repair, limit any internal impact by drying surfaces and collecting leaks in a bucket or other container.

REMOVAL AND CLEANING

It is very common for mould spots to appear in houses around windows and in bathrooms and kitchens where increased water is circulating and gathering during washing and cooking.

Occupiers should dry any wet surfaces regularly and treat signs of mould either with mould and mildew cleaning products which are widely available from supermarkets and household retailers or with a white vinegar based DIY treatment.