Report a Maintenance Issue

As the weather cools down in Autumn, you may find that your heating doesn’t perform as expected when switched on for the first time. While a total loss of heat in the height of winter is an emergency, a system failure during milder months is considered a priority repair.

Before reporting the issue, please follow these troubleshooting steps. Many heating problems can be resolved in minutes without waiting for a contractor.

Step 1: Basic Checks

• Power & Settings: Ensure the boiler is switched on at the wall. Check that your thermostat is set to a temperature higher than the current room temperature and that the timer/programmer is set to "ON" or "AUTO."

• Thermostat Batteries: If your wall thermostat has a digital display that is blank or fading, try replacing the batteries.

• Pre-payment Meters: If you are on a "pay-as-you-go" meter, ensure you have sufficient credit and that the gas valve hasn't closed.

Step 2: Check the Boiler Pressure

Boilers often lose pressure over the summer months while sitting idle. If the pressure is too low, the heating will not ignite.

• The Gauge: Look at the dial on the front of your boiler. It should typically sit between 1 and 1.5 bar (the green zone).

• The Fix: If it is below 1 bar, the system needs topping up via the filling loop.

Step 3: Bleed Your Radiators

If the heating is on but the radiators are cold at the top and hot at the bottom, there is air trapped in the system.

• Use a radiator key to slightly open the valve at the top of the radiator until water starts to trickle out, then tighten it immediately.

• Note: You may need to check the boiler pressure again after bleeding radiators.

How and When to Report

If you have completed the checks above and the system still does not work:

1. When to report: Please report this during standard office hours. As this is not a life-safety emergency in Autumn, our 24/7 emergency line should not be used for this issue.

2. How to report: Use our Online Maintenance Portal.

3. What to include: Please provide the make and model of the boiler and, if possible, an error code (e.g., F22, E1) shown on the digital display. This allows our engineers to bring the correct parts on their first visit.

Our Response Time

We aim to have a heating engineer attend to non-emergency boiler faults within 24–48 hours during the working week

A faulty appliance—such as a fridge, freezer, washing machine, or oven—can be a significant inconvenience. In most cases, these are considered non-emergency repairs and will be handled during normal business hours.

Before reporting a fault, please run through these quick checks. Many "broken" appliances are simply experiencing a minor power or setting issue that you can fix yourself.

Step 1: Troubleshooting Guide

Fridge or Freezer

• Power Check: Is the light on inside? If not, check if the plug has come loose or if the fuse has tripped in the consumer unit.

• Temperature Settings: Ensure the internal dial hasn't been accidentally bumped to "0" or "Off."

• Ventilation: Ensure there is a gap around the appliance for air to circulate. If the back coils are covered in thick dust or ice, the motor may overheat.

• Defrosting: If your freezer is leaking water or not cooling, it may have a "bridge" of ice blocking the vents. Try a full manual defrost for 24 hours.

Washing Machine or Dishwasher

• Filter Check: If the machine won't drain, there is often a blockage in the filter (usually located behind a small flap at the bottom front).

• Door Seal: Ensure no clothing or debris is trapped in the door seal, preventing a watertight lock.

• Water Supply: Check that the blue or red valves behind or under the appliance are in the "Open" position (aligned with the pipe).

Oven and Hobs

• The Clock Rule: Many electric ovens will not heat up if the clock is not set or is flashing after a power cut. Set the time first!

• Child Locks: Check if a "Lock" icon is illuminated on touch-control hobs.

Step 2: How to Report an Appliance Issue

If the troubleshooting doesn't work, please report the issue via our Online Maintenance Portal. To get the fastest repair, we require the following information:

1. The Make and Model: (e.g., Beko, Bosch, Hotpoint).

2. The Model Number: This is usually found on a sticker inside the door frame or on the back of the appliance.

3. The Specific Fault: (e.g., "The fridge is cold but the freezer drawer is melting" or "The drum won't spin but it fills with water").

4. Photos: A photo of the appliance and a clear photo of the model number sticker are essential.

Food Spoilage Note

Please note that the landlord’s insurance does not cover the cost of spoiled food due to a fridge or freezer failure. We recommend checking your Tenant Content Insurance policy, as many include "Loss of Freezer Contents" cover.

Pro-Tip: If your freezer stops working, keep the door closed as much as possible. A well-insulated freezer can keep food frozen for up to 24 hours while you wait for a repair.

Dealing with pests can be distressing, but most cases are not classified as emergencies. Responsibility for pest control usually depends on how the pests entered the property and when the issue started.

1. Landlord vs. Tenant Responsibility

• Landlord Responsibility: If pests are entering the property due to a structural defect—such as a hole in the external brickwork, a broken vent, or a slipped roof tile—the landlord is responsible for repairing the defect and, in many cases, arranging the initial treatment.

• Tenant Responsibility: If the infestation is linked to lifestyle factors—such as leaving food out, improper storage of refuse, or failing to clean up pet waste—the cost of removal generally falls to the tenant. Similarly, pests like fleas are usually the tenant's responsibility if they keep pets.

2. Common Pest Issues & Advice

Mice and Rats

• Action: Look for entry points (holes in floorboards or around pipes). Keep all food in airtight containers and ensure bin lids are tightly closed.

• Reporting: Report this to us via the portal if you suspect they are entering through the structure of the building.

Wasps and Bees

• Action: A wasp nest is a seasonal issue. If the nest is outside in a tree or away from the property, it is often best left alone. If it is blocking an entrance or in the loft, contact us.

• Note: Bees are protected and vital to the environment; we will only move a bee nest if it poses a direct safety risk.

Ants and Silverfish

• Action: These are common household pests usually attracted to moisture or crumbs. These are almost always a tenant responsibility. You can purchase effective baits and sprays from most supermarkets or hardware stores.

Bedbugs and Fleas

• Action: These are usually brought into the property via clothing, luggage, or pets. Professional heat treatment is often required. If you suspect an infestation, notify us immediately so we can help you coordinate a professional service.

3. How to Report

If you believe the infestation is caused by a building fault:

1. Take Photos: Provide clear images of the pests and any suspected entry holes.

2. Describe the Location: Tell us exactly where you have seen them (e.g., "under the kitchen sink" or "in the attic").

3. Log it: Use our Online Maintenance Portal.

Prevention Tip: Ensure all household rubbish is placed inside your external bins and that the lids are shut. Leaving bin bags next to the bins is the most common cause of rodent problems in residential areas.

Non-Emergency: Dripping Taps and Minor Leaks

A dripping tap is one of the most common maintenance requests we receive. While the sound can be annoying and it does waste water, it is strictly a non-emergency issue and should be reported during normal business hours.

Before you report the issue, please take a moment to assess the situation so we can send the right parts to fix it.

1. Assessing the Drip

Identifying exactly where the water is coming from helps our plumbers arrive prepared. Please check:

• The Spout: Is water dripping from the end of the tap even when it’s turned off? This usually indicates a worn washer or a faulty ceramic disc cartridge.

• The Base: Is water pooling at the bottom of the tap where it meets the sink or worktop?

• The Handle: Is water leaking out from under the handle when you turn the tap on?

2. Immediate "Self-Help"

• Do not over-tighten: If the tap is dripping, turning the handle with excessive force can damage the internal mechanism or even snap the handle off. Only turn it until you feel natural resistance.

• The String Trick: If the sound of the drip is keeping you awake, tie a piece of string around the end of the spout and lead it down into the plughole. The water will run down the string silently rather than splashing into the sink.

• Containment: If the leak is coming from the pipework under the sink, place a bowl or bucket underneath to catch the water and protect the kitchen unit.

3. How to Report a Dripping Tap

Please report this via our Online Maintenance Portal. To help us resolve it quickly, please include:

1. Location: (e.g., "Kitchen mixer tap" or "En-suite bathroom cold tap").

2. Type of Tap: Is it a traditional "turn" handle or a modern "lever" style?

3. A Photo: This is vital. There are thousands of different tap designs; a photo allows the contractor to identify the specific cartridge or washer needed before they arrive.

Losing your keys is a frustrating experience, but it is not a property maintenance emergency. If you find yourself locked out because you have lost your keys, or if you have simply left them inside, please follow the guidance below.

1. During Office Hours

If you lose your keys between [9:00 AM and 5:30 PM, Monday to Friday]:

• Contact us immediately: Call the office or visit us in person.

• Spare Sets: We usually hold a management set of keys at our office. You may be able to borrow these to have a duplicate made, or we may be able to grant you access.

• Identification: For security reasons, we will only release keys or grant access to named tenants on the tenancy agreement. Please bring photo ID (e.g., a passport or driving license) with you.

2. Outside of Office Hours

If you are locked out during the evening, weekend, or on a Bank Holiday:

• The Emergency Line: Our out-of-hours emergency contractors are for property emergencies (like burst pipes). They generally do not attend for lost keys.

• Private Locksmith: You will likely need to contact a local locksmith yourself. Please note that this will be at your own expense.

• Security: If a locksmith has to change the locks to get you in, you must ensure the new lock is of equivalent quality. You are also required to provide the agency with a full set of new keys by the next working day.

3. Costs and Responsibilities

• Replacement Keys: The cost of cutting new keys is the responsibility of the tenant.

• Lock Changes: If you lose your keys in a way that compromises the security of the property (e.g., your bag was stolen with your ID inside), the locks must be changed for your safety. This cost is also the responsibility of the tenant.

• Call-out Fees: If a member of our staff or a contractor is required to attend the property specifically to let you in, a call-out fee may be charged to cover their time and travel.

4. How to Report

If you have lost a set of keys but still have access to the property (e.g., your housemate is in), please report the loss via our Online Maintenance Portal. We need to keep a record of how many keys are in circulation for insurance purposes.

Mould growth on grout, sealant, or walls is a common issue in UK homes, particularly during the winter months. In the vast majority of cases, this is caused by condensation rather than a structural defect. Because it is a slow-growing issue, it is considered a non-emergency that can be managed through routine maintenance and lifestyle adjustments.

1. Understanding the Cause

Condensation occurs when moist air meets a cold surface (like a window or an external wall). If this moisture isn't cleared, it creates the perfect environment for black mould to grow.

Common triggers include:

• Drying clothes on radiators.

• Cooking without using an extractor fan or opening a window.

• Bathing or showering without adequate ventilation.

• Keeping the property too cold, which allows walls to stay damp.

2. Tenant "Self-Help" and Prevention

Before reporting mould, please ensure you are taking these preventative steps:

• Wipe it down: If you see moisture on windows or sills, wipe it away every morning.

• Ventilate: Keep trickle vents (the small vents at the top of window frames) open at all times. Use extractor fans in the kitchen and bathroom whenever these rooms are in use.

• Heat consistently: Try to keep your home at a consistent temperature (at least 18°C). This prevents walls from becoming cold enough for condensation to form.

• Airflow: Ensure there is a gap between your furniture and external walls. Pushing a wardrobe directly against a cold wall prevents air circulation and often leads to mould growth behind the furniture.

3. Cleaning Mould

It is the tenant's responsibility to clean away surface mould as it appears.

• For Grout and Sealant: Use a dedicated mould and mildew remover (available at most supermarkets). Spray it on, leave it for the recommended time, and scrub with a stiff brush.

• For Walls: Use a mild bleach solution or a specialist anti-fungal wash.

Important: Always wear a mask and gloves when cleaning mould, and ensure the room is well-ventilated.

4. When to Report to Us

If you have followed the prevention steps above and the mould continues to return or is spreading rapidly, please report it via the Online Maintenance Portal.

Please include in your report:

1. Photos: Clear images showing the extent of the mould and the location in the room.

2. Details: Tell us if you have noticed any damp patches that feel "wet" to the touch, or if you can see a specific leak (e.g., from a gutter outside).

3. Timeline: Let us know how long the issue has been present and what cleaning steps you have already tried.