Office address
0208 459 3333
0208 903 1002
Report a Repair, We’re Here to Help
If something in your property needs attention, you can quickly report it using our simple online form. Our team reviews every request promptly and ensures the right action is taken, whether it’s an urgent repair or a routine fix. Just share the details and upload photos if needed we’ll handle the rest and keep you updated throughout the process.
Fault Reporting
Reporting maintenance and repair issues swiftly and accurately is absolutely crucial for protecting your tenancy, the property, and potentially neighbouring homes. As a tenant, it's vital to immediately report any fault that falls under your landlord's statutory responsibilities (including structural defects, heating, hot water, and essential electrical systems). Failure to act quickly can result in a minor issue escalating into serious, costly damage, and under the terms of your tenancy agreement, you could be held liable for the resulting costs if the damage was preventable. Always check if your property is "Fully Managed" by Property Hub or managed directly by the landlord, as this determines who you must contact first to ensure compliance and avoid delays.
Landlord Responsibilities
Your landlord is legally responsible for maintaining the structure and services listed below. You must report these to the managing party:
- Property Structure & Exterior: Including the roof, walls, and foundations.
- Sanitary Fittings: Basins, sinks, baths, WCs, pipes, and drains.
- Essential Services: Heating, hot water systems, gas appliances, flues, and ventilation.
- Electrical Systems: Wiring, sockets, and any electrical damage caused by repair work.
Repair Priority Levels & Response Times
We categorise repairs to ensure the most urgent issues are dealt with first. Please use the form and follow up with a call for Emergency issues.
1. Emergency Repairs (Response: Within 24 Hours)
These are hazards that pose an immediate health and safety risk to occupants or could cause serious structural damage to the property.
Action Required:
- Complete the online form.
- IMMEDIATELY CALL US on 0208 903 1002 or 0208 459 3333 to follow up and cooperate with access arrangements.
Examples of Emergency Repairs:
- Structural Building Damage (e.g., collapsed ceiling).
- Total Loss of Heating (in UK winter months: Oct-Apr).
- Total Loss of Gas Supply (suspected leak).
- Total Loss of Electrical Power.
- Burst Water Main or severe flooding/loss of pressure.
- Insecure Outside Doors or Windows (security risk).
- Blocked or Broken Toilet (where it is the only toilet in the property).
- Fire Alarm System Failure.
2. Urgent Repairs (Response: Within 3-4 Working Days)
These issues cause significant inconvenience but do not pose an immediate risk to life or property structure.
Examples of Urgent Repairs:
- Blocked Drains, Sinks, Basins, or Toilets (where there is more than one available).
- Total Loss of Hot Water in the summer months (May-Sept).
- Minor Plumbing Leaks (controllable).
- Minor Electrical Faults (e.g., faulty light fitting).
- Defective Flooring that could cause a trip hazard.
3. Reactive Repairs (Response: Within 30 Working Days)
These are cosmetic or superficial defects that cause minimal inconvenience.
Examples of Reactive Repairs:
- Grouting or Replacement Seals.
- Tiling issues (non-leak related).
- Minor Garden / Fence issues.
- Dripping taps.
Essential Reporting Advice
- Photographic Evidence: It is always advisable to take clear photographs of any faults and attach them to your fault reporting form. This speeds up the diagnosis and repair process.
Immediate Action: Emergency Contact Numbers
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Office address
38 Court Parade, East Lane, Wembley HA0 3HS