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Maintenance & repairs

Reported in minutes. Fixed without drama.

Maintenance is where letting agencies quietly fail. Ours is a desk with named people, vetted trades and a paper trail on every job.

Technician's toolbox during a kitchen repair

Every managed property has a 24-hour reporting line and an online form that lands directly on the maintenance desk. Tenants describe the issue, attach photos, and the job is triaged: emergency, urgent or routine. That triage is not a mood; it is a written policy with response targets attached.

Emergencies, meaning risk to safety, security or the fabric of the building, get a contractor prioritised the same day. Urgent jobs, like a single-room heating failure or a slow leak, are booked within two working days. Routine jobs run on normal scheduling with tenant appointments confirmed by message.

Trades come from our vetted panel: Gas Safe registered for gas, NICEIC qualified for electrics, and general trades with current insurance and a track record on our patch. Jobs are photo-documented before and after, and landlords approve spending above thresholds agreed at sign-up. No surprises, and no “while we were in there” invoices.

  • 24-hour reporting line plus online form with photos
  • Same-day triage for emergencies: safety, security, water, power
  • Gas Safe and NICEIC qualified trades, insurance checked
  • Landlord approval thresholds agreed in advance
  • Before-and-after photo documentation on every job
Gardener keeping communal grounds tidy

Emergencies: report immediately

  • Gas smell — leave the property first, then call
  • Total power or water loss
  • Uncontainable leak or flooding
  • Total heating loss in cold weather
  • Security: broken external doors or windows

Emergency line printed in your welcome pack and on every statement.

Routine: book as normal

  • Appliance faults and slow drains
  • Single-pane glazing and cosmetic damage
  • Garden and communal upkeep
  • Painting and fair-wear touch-ups

Routine jobs are scheduled within normal working days, appointments confirmed by message.

Who pays for what

The honest version

Landlords pay for the structure and the things that make a home lawful and livable: boiler, wiring, damp, roofing, windows, appliances supplied with the property, and gas safety. That is not generosity; it is section 11 of the Landlord and Tenant Act 1985, and we hold landlords to it.

Tenants pay for damage they cause beyond fair wear and tear, replaced keys they lose, and, where the tenancy says so, gardening where the property comes with a private garden and the clause exists. Every deduction proposal at checkout comes with the inventory, photos and invoices attached, because evidence is the whole game.

Fair wear and tear. A carpet worn thin by ordinary use in a hallway after three years is fair wear and tear; a burn mark is damage. We apply the test the way a deposit scheme adjudicator would, which is the only version of the test that matters.

Managed properties never wait

If your current agent leaves repairs “with the landlord” and hopes, come and see what a maintenance desk actually does.

Ask about managementFees