Repairs & Maintenance

If you smell gas or suspect a leak, do not delay. Call the National Gas Emergency Service
immediately on 0800 111 999 (24 hours, free).

Textphone (minicom): 0800 371 787.

British Sign Language (BSL) users can contact the service free of charge via Convo (formerly SignLive)

Repairs that present a risk to life, serious damage to the property, or compromise your health, safety, or security.

Examples include:

• Gas leaks or blocked flues – please see special note regarding gas leaks.
• Major water leaks or burst pipes which cannot be controlled by using the stopcock.
• Complete loss of power supply (not due to power cut).
• Unsafe or dangerous electricity fittings supplied by the landlord.
• Broken WC if unusable and no other WC available.
• Missing manhole cover if dangerous.
• Blocked or overflowing main drains or sewers where there is a health risk.
• Damaged external doors or windows including locks which leaves the property insecure or is a danger to life and is the landlord’s responsibility.
• Serious roof leaks

Emergency repairs must be reported by telephone:

Office hours: 01858 435970

Out of hours: 07834 178746

Please leave a message if necessary; we will respond as soon as possible

Repairs that, if not dealt with promptly, may cause serious inconvenience

Examples include:

• Heating failures or full system breakdowns (especially in winter).
• No hot water.
• Electrical defects including faulty sockets, switches or wiring.
• Partial loss of electrical power (not caused by tenant appliances).
• Faulty smoke alarms.
• Partial loss of water supply.
• Essential plumbing issues including minor leaks, overflows, taps that cannot be turned off, or blocked sinks, basins and baths.
• Broken WC (where another toilet is available).
• Faulty extractor fans in kitchens or enclosed bathrooms.
• Damaged external doors, windows or locks that do not pose an immediate security risk.

Non-urgent repairs that do not pose a health or safety risk.

Examples include:

• Landlord-supplied appliances not working (e.g. oven, washing machine, fridge freezer).
• Non-urgent defects to heating or hot water systems.
• Defective roof tiles or chimney pots.
• Leaking gutters.
• Faulty intercom or entry handset.
• Minor appliance faults.
• Defective flooring.
• Minor plumbing issues such as dripping taps or shower faults.
• Minor plaster defects to walls or ceilings.
• Joinery repairs including kitchen fittings and easing doors/windows.
• Re-securing property fittings and furnishings.
• Garden maintenance issues such as fencing, walls and paths.
• Non-urgent masonry repairs.

As your letting agent, we have a legal duty to carry out certain repairs when these are needed.

We expect that as time passes, normal wear and tear will occur to your home. Should your home require a repair because of either neglect or damage caused either by you, your family, or by your guests and visitors to the property, we will expect you to carry out any necessary repairs. If a repair is needed because of your neglect or damage, we may give you notice to make good and in some cases we may carry out the repair on your behalf and then charge you for the cost.

The sections below provide advice on which repairs are our responsibility, and which are yours. If you still have any queries about whose responsibility a specific repair is then please contact us.

As your letting agent, acting on behalf of the landlord, we are legally responsible for maintaining:

• The structure and exterior of the property.
• Installations for water, gas, electricity, sanitation, and heating/hot water.
• Annual gas safety checks.
• Electrical installation checks (EICR) every 5 years.
• In apartment blocks, the managing agent is responsible for common areas such as entrances, stairways, lifts and communal halls.

We may also carry out discretionary repairs in certain circumstances.

• Keeping the property reasonably clean, tidy and well ventilated.
• Addressing minor issues where possible and taking reasonable steps to prevent damage e.g. unblocking gutters, not putting grease and fats down the sink, using the heating in winter to prevent burst pipes and condensation and minimising fire risks.
• Keep all windows as dry as possible. A build-up of condensation can cause frames to rot.
• Maintaining adequate ventilation to prevent damp and mould, including:
  • Keeping vents open and clear.
  • Using extractor fans when cooking or bathing.
  • Opening windows to improve airflow.
  • • Keeping the property heated in winter (on a constant low is most cost effective)
  • Avoiding placing furniture directly against external walls. (See the Government’s Existing Home Ventilation Guide for further information.)
• Basic garden maintenance (unless your tenancy agreement states otherwise) including cutting grass, trimming bushes, clearing paths, and disposing of rubbish and pet waste. This also discourages rodents.
• Ensuring you have contents insurance for your personal belongings
• You must provide access for legally required safety checks:
  • Annual gas safety inspection (if applicable).
  • Electrical Installation Condition Report (EICR) every 5 years.
  • Energy Performance Certificate (EPC) updates (usually every 10 years).
  • Any other servicing such as oil boiler maintenance.
• Reporting repairs promptly and providing access for contractors at arranged times.
• Checking contractor ID on arrival and ensuring work areas are clear of belongings, pets and children.
• Returning the property in a clean, tidy condition at the end of the tenancy, removing all personal belongings including those in loft spaces

Environmental Responsibility: We are all responsible for the environment so please do not put paint, oil or petrol into the drains or leave litter or broken glass around the premises.

It is essential to follow this guidance, to reduce the risk of chimney fires or damage to your stove and reduce smoke and carbon monoxide.

• Use only well-seasoned, air-dried wood (in stoves or open fires)
• Use approved solid fuels instead of coals (if multi-fuel stove)
• DO NOT burn treated waste wood (eg old furniture, pallets or fence panels) or household rubbish
• Do not stack logs or place any other combustible materials immediately adjacent to the stove.
• Regularly maintain and service your stove (eg annually)
• Get your chimney swept regularly (at least once a year)
• Empty and check the ash can every day.
• Always use a metal non-combustible ash can.
• For open fires always use a fire guard to protect against flying sparks from hot embers
• Report immediately if your carbon monoxide detector is not working or missing.