If you've had the confirmation email that your issue has been reported, the delay would be with the contractor getting in touch. Please give us a call and let us know, we'll then respond in the appropriate manner.
The system works best on a mobile phone so you should always be able to get access to the internet over WiFi, 3G or 4G. If this is still an issue, in this rare case, you may call in your issue to be resolved.
After you report your first issue through the system, you'll be asked if you have another issue you would like to report. Simply follow the on screen prompts until you're satisfied you've reported everything you need to.
You still must report the issues through the website. Unless there are vulnerable occupiers in the property (children under 5, elderly, disabled etc) and the issue is lack of heating or hot water, we'll do all we can to ensure a contractor visits as early as possible during normal working hours.
We would kindly ask that you report the issue instead through the website as we can't take instruction any other way.
- You receive a confirmation email that your issue has been sent and received by us together with your prescribed information.
- We receive a notification immediately of your issue in our backend system and decide on the appropriate action to take.
- We create a 'works order' and pass it on to the relevant contractor to respond. In most cases, they will contact you to arrange access, or if it's easier, use our management set of keys for access if you have other commitments.
No. You'll need to report any issue through the website for the reasons explained above. If we discover outstanding issues on the property inspection that haven't been reported by you, this may be interpreted as neglect, and you may be liable for costs - we absolutely want to avoid that.
Legislation came into effect requiring all landlords/agents to provide tenants with statutory information once any maintenance issue is reported. By reporting the issue online, we can ensure we're complying with that legislation, and you're provided with all the necessary information we legally have to provide.
If the situation calls for you to call the emergency services, you should contact them first immediately. Then you'll still need to report the issue through our website so we have all the necessary information we need about the issue. Once the issue has been reported, call the number on the screen when prompted.