GENERAL PROPERTY MAINTENANCE & EMERGENCY GUIDANCE
Maintenance Department Opening Hours
Monday to Friday: 9:00am – 1:00pm
Excluding Bank Holidays
As the letting agent managing your property, we deal with the day-to-day management and routine maintenance of the property on behalf of your landlord.
Reporting Maintenance
All maintenance issues, repairs, breakages, faulty appliances, boiler breakdowns, plumbing problems and electrical faults must be reported by email to our dedicated maintenance address:
Please provide as much information as possible, including photographs or videos where appropriate, as this can help us assess the problem and arrange the correct contractor.
During our maintenance opening hours, we will respond and take appropriate action as promptly as reasonably possible.
Reports received outside these hours will normally be dealt with at the start of the next working day, although we will endeavor to respond sooner where possible.
For record-keeping purposes, we are unable to accept maintenance reports verbally. All maintenance issues must therefore be reported to the dedicated email address above.
In a genuine emergency outside our opening hours, please follow the relevant emergency guidance below.
ELECTRICITY & POWER CUTS
If your electricity supply stops working, first establish whether the problem affects only your property or whether there is a wider power cut in your area.
You can check with a neighbour and/or check your electricity network operator’s website for current power cuts.
POWER CUT – CALL 105
Call 105 free of charge to be connected to your local electricity network operator.
If the electricity problem appears to be confined to your property, please email:
and provide as much information as possible.
If Part of the Property Loses Power
We frequently receive reports where the electricity to a kitchen or another part of the property has failed because the RCD has tripped.
If it is safe to do so:
- Switch off and unplug the appliances in the affected area.
- Check the consumer unit/fuse board and see whether an RCD or circuit breaker has tripped.
- Reset the RCD/circuit breaker.
- Switch appliances back on one at a time.
- If the electricity trips again when a particular appliance is switched on, unplug that appliance and do not use it.
- Reset the RCD again.
This can help identify whether a particular appliance is causing the electrical supply to trip.
We frequently receive reports where the electricity to a kitchen or another part of the property has failed because the RCD has tripped.
If it is safe to do so:
- Switch off and unplug the appliances in the affected area.
- Check the consumer unit/fuse board and see whether an RCD or circuit breaker has tripped.
- Reset the RCD/circuit breaker.
- Switch appliances back on one at a time.
- If the electricity trips again when a particular appliance is switched on, unplug that appliance and do not use it.
- Reset the RCD again.
This can help identify whether a particular appliance is causing the electrical supply to trip.
Do not repeatedly reset an RCD or circuit breaker if it continues to trip.
If you cannot restore the electricity, or you are concerned about the electrical installation, please email:
Do not attempt any electrical repairs yourself.
GAS OR CARBON MONOXIDE EMERGENCY
If you smell gas, suspect a gas leak or are concerned that carbon monoxide may be escaping:
- Turn off gas appliances if it is safe to do so.
- Open doors and windows to ventilate the property.
- Do not smoke or light matches or other naked flames.
- Do not turn electrical switches on or off.
- Leave the property if you believe it is unsafe to remain inside.
NATIONAL GAS EMERGENCY SERVICE
0800 111 999 – available 24 hours a day
Contact the National Gas Emergency Service immediately.
Once you are safe and have contacted the emergency service, please also notify us at:
WATER LEAKS
If you discover water escaping within the property, you should take reasonable immediate steps to prevent further damage.
If Safe to Do So:
- Locate the property’s internal stopcock and turn off the water supply.
- The stopcock is commonly located underneath the kitchen sink, although its position varies between properties.
- If necessary and you know its location, the water may also be isolated at the external stopcock/water meter.
- Place containers or towels beneath the leak where appropriate to help minimise damage.
- Do not interfere with electrical equipment if water is leaking near electricity.
Please report the problem immediately by email to:
Please include photographs or a short video where possible.
WATER SUPPLY EMERGENCIES
If the problem relates to the mains water supply, a burst water main or a serious external leak, contact the relevant water company for your property.
South East Water – 24-hour emergencies:
0333 000 0365
For other water companies, please refer to your water supplier’s emergency contact information.
Please remember: the water company will generally deal with problems affecting its network. A leak from pipework or fittings inside the rented property should also be reported to us immediately.
BOILER BREAKDOWNS & LOSS OF HEATING/HOT WATER
If your boiler stops working, please first check:
- The boiler has electrical power.
- The heating controls/programmer are switched on correctly.
- The thermostat is requesting heat.
- There has not been a power cut.
- The boiler display for any fault/error code.
- The boiler pressure, if you know how to check this safely.
Please do not remove the boiler casing or attempt any repairs yourself.
If an error code is displayed, please include a photograph of the boiler display when reporting the problem.
Report the breakdown to:
Boiler Breakdown Cover
Some landlords have a separate boiler or heating breakdown policy.
Where your landlord has provided details of a breakdown contract, these should normally be contained within the information pack left at the property.
For an urgent breakdown outside our maintenance opening hours, you may contact the nominated breakdown provider directly where the landlord has specifically provided details authorising you to do so.
Please also email us to advise that you have reported the breakdown and provide any reference number given to you.
During our normal maintenance hours, or where the problem can reasonably wait until the next working day, please report the issue to us first, as the landlord may wish us to coordinate the repair.
Adverse Weather
During periods of exceptionally cold or adverse weather, heating engineers and plumbers can experience a significant increase in emergency call-outs.
We will always endeavour to arrange attendance as quickly as reasonably possible, but there may occasionally be a longer waiting time for an engineer to attend.
IMPORTANT – IN AN EMERGENCY
Do not put yourself or anyone else at risk while attempting to investigate or minimise a maintenance problem.
Where there is an immediate threat to life, serious injury or fire, call 999.
For a suspected gas or carbon monoxide emergency, call:
0800 111 999
For a power cut or electricity network emergency, call:
105
After dealing with the immediate emergency, please notify us as soon as possible at:
This ensures that we have a written record of the incident and can arrange any necessary follow-up repairs with your landlord or the appropriate contractor.