We’re here to help keep your home in good condition and respond to any maintenance issues as swiftly as possible. Please read the following guidance carefully to ensure the most efficient response.
How to Report Maintenance Issues
The best way to report a maintenance issue is by emailing:
- Use your rental address as the subject line
- Describe the maintenance issue clearly in the body of the email
- Attach any relevant photos or videos to help us assess the problem
We will respond during office hours and aim to deal with issues as promptly as possible.
Urgent Maintenance Issues (During Office Hours)
If your issue is urgent and requires immediate attention during office hours, please call us:
01932 348620 – Option 1
Out of Hours Maintenance
If you have a maintenance issue outside of office hours, please still email:
You will receive an automatic response containing emergency contractor details.
Important: Emergency contact details should only be used for genuine emergencies. If the issue could reasonably wait until the next working day, any call-out charges may be passed on to you.
What Qualifies as an Emergency?
An emergency is defined as:
An unforeseen event that, if not dealt with quickly, would render the property unsafe, insecure, cause further damage, or pose a personal risk to the tenant.
Examples include:
- Major water leaks or floods
- Total loss of power or heating (in cold months)
- Gas leaks
Emergency Procedures (Out of Hours Only)
If your issue is a genuine emergency and your landlord has not made alternative arrangements, please follow these steps:
- Turn off water at the stopcock if applicable and safe to do so
- Isolate electrical circuits at the fuse board if applicable and safe to do so
Gas Emergency (Gas escape or smell of gas):
Call Southern Gas Networks: 0800 111 999
Other Emergency Gas or Plumbing Issues:
Call Ryan Souter: 07983 967637
If the issue is not deemed an emergency, a £96.00 call-out charge may be passed to you.
Emergency Electrical Issues:
Call Matthew Collins: 07973 766257
If the issue is not deemed an emergency, a £96.00 call-out charge may be passed to you.
Note for Tenants with Landlord-Managed Properties
If your tenancy is managed directly by your landlord, please contact your landlord for any maintenance issues.
Thank you for following the correct process, it helps us respond efficiently and ensure your home stays safe and well-maintained.