Report your maintenance issues online!
In the event of any repairs or maintenance problems during your tenancy please ensure that, wherever possible, you comply with the following recommendations. This should enable us to ensure a prompt response to any problems thus reducing any inconvenience or discomfort to you. Please keep these notes safe for future reference.
We operate an online maintenance/repairs reporting system for your property. This allows you the convenience of being able to report repairs are dealt with promptly and efficiently.
To access the system please log in to your PropertyFile and find the "Report an Issue" tab located at the top right of your screen. You will then have 4 steps to follow. Please ensure that you complete the report as thoroughly as possible, with a full description and photographs of the issue if applicable.
For out of office hours – EMERGENCIES
Conditions of Use:
This facility exists to cater for genuine emergencies which cannot wait until our office opens. Just as we have an obligation to attend to essential repairs, you as the Tenant have the obligation to assess whether the issue is a true emergency. A genuine emergency represents either an immediate danger to your safety and/or an issue which might cause additional, unnecessary damage to the property if not attended to immediately.
Emergency call-outs are very costly for you Landlord so please make sure the problem is serious enough before using this service otherwise your Landlord may insist that you may part of the entire bill.
We do not want you to take risks with your personal safety, merely to use your discretion wisely. If you’re unsure then you can call the emergency contractor and ask their advise before asking them to come out.
Examples of real emergencies:
- Gas Leaks – Call National Grid IMMEDIATELY on 0800 111 999.
- Water Leaks which cannot be stopped by turning off an isolation valve/stop tap.
- Burglaries which require doors and windows securing.
- Locked out of the property due to faulty/collapsed lock.
- Boiler breakdown in extreme weather conditions.
- Electrical wiring/installations causing sparking or shocks.
**In the event of a genuine emergency you should contact:
They are authorised to arrange for a contractor to attend to emergency repairs out of office hours. Where the problem is not an emergency, you should either report the fault online, or wait until our office is next open and report the fault in the normal way.
*EXCEPT WHERE YOU HAVE BEEN ADVISED THAT THE PROPERTY HAS BRITISH GAS SERVICE CONTRACT (OR SIMILAR). In which case you should contact British Gas on 0845 9500 400 (or refer to the letter provided at your move in for other service contract providers).