Occupier Maintenance Request

Occupier Maintenance Issue

Welcome to our repair reporting system. Please be as descriptive as possible and always provide a photo of the problem when you can.
Name*

First NameLast Name
Email*
example@example.com
Phone Number*
Please enter a valid phone number.
Property type*

HouseFlat
Property Address (House)*
Please note: If you cannot find your property address, please select the below option. Also, if you are in a maisonette, please select flat.
Property Address (Flat)*
Please note: If you cannot find your property address, please select the below option. Also, if you are in a maisonette, please select flat.
I cannot find my property address
Manual Property Address
Access preference*

I give authority for my property to be accessed without me being presentI want to be present when the work is carried out
Alarm information
Parking restrictions
Pet information
Further notes
Is there a vulnerable occupier at this property?*

YesNo

Issue?*
Issue 1 Response
Issue 2 Response
Issue 3 Response
Issue 4 Response
Issue 5 Response
Issue 6 Response
Issue 7 Response
Issue 8 Response
Issue 9 Response
Bathroom and Toilet*
Other (Bathroom and Toilet) Fault*
Basin*
Basin on brackets*

Basin blockedBroken basin bracketsBroken or cracked basin on bracketsLoose basin bracketsOther
Basin on pedestal*

Basin blockedBroken or cracked basin on pedestalBroken or cracked pedestalOther
Between basin and wall*

Sealant discoloured or mouldyWater leaking between basin and wallOther
Pipe leaking*

Pipe leaking and basin is on bracketsPipe leaking behind pedestalOther
Plug hole*

Plug hole blockedPlug hole grill brokenOther
Plug/Chain*

New plug/chain neededOther
Tap*

Tap brokenTap drippingTap looseOther
Tiles*

Broken tiles (need new tiles)Loose tiles (can be refixed)Other
Other (Basin) Fault*
Bath*
Between bath and wall*

Sealant discoloured/mouldyWater leaking between bath and wallOther
Pipes*

Pipe leakingWaste pipe blockedOther
Plug hole*

Plug hole blockedPlug hole grill brokenOther
Plug/Chain*

New plug/chain neededOther
Tap*

Tap brokenTap drippingTap looseOther
Other (Bath) Fault*
Electric Shower*

No hot waterNot working at allOther
Extractor Fan*

Not workingOther
Shower*
Mixer*

Shower switch brokenOther
No water*

No cold water from showerNo hot water from showerNo water at all from showerOther
Plug hole*

Plug hole blockedPlug hole grill brokenOther
Seal/Sealant*

Sealant discoloured or mouldyWater leaking out of showerOther
Shower curtain or screen*

Shower curtain damagedShower screen damagedOther
Shower head*

Does not moveDoes not stay in placeFully blockedPartially blockedOther
Shower hose*

Shower hose broken or leakingOther
Shower tray*

Shower tray blockedTray (ceramic) cracked or brokenTray (plastic) cracked or brokenOther
Waste pipe*

Waste pipe blockedOther
Other (Shower) Fault*
WC/Toilet*
Cistern*

Cistern constantly flowingCistern needs to be refixed to the wallCistern is not filling with waterCistern not flushingCistern overflowingCracked - high level cisternCracked - low level cisternMajor leak that cannot be stoppedOther
Handle/chain*

Chain brokenHandle brokenOther
Macerator*
Pipes*

Flush pipe blockedFlush pipe leaking at cisternFlush pipe leaking at joint with panToilet blockedWaste pipe leakingOther
Toilet seat/bowl*

Toilet bowl crackedToilet bowl cracked and leakingToilet needs to be refixed to the floorToilet seat brokenToilet seat looseOther
Other (WC/Toilet) Fault*
Kitchen*
Appliances*
Dishwasher*

Dishwasher does not turn onDishwasher does not work correctlyOther
Freezer*

Freezer does not turn onFreezer does not work correctlyOther
Fridge*

Fridge does not turn onFridge does not work correctlyOther
Grill*

Grill (electric) does not turn onGrill (electric) does not work correctlyGrill (gas) does not turn onGrill (gas) does not work correctlyGrill switch brokenVentilator/fan not workingOther
Hob*

Hob (electric) does not turn onHob (electric) does not work correctlyHob (gas) does not turn onHob (gas) does not work correctlyHob switch brokenVentilator/extractor fan not workingOther
Laundry*
Tumble Dryer*

Tumble dryer does not turn onTumble dryer does not work correctlyOther
Washing Machine*

Washing machine does not drainWashing machine does not turn onWashing machine does not work correctlyOther
Microwave*

Microwave does not turn onMicrowave does not work correctlyOther
Oven*

Oven (electric) does not turn onOven (electric) does not work correctlyOven (gas) does not turn onOven (gas) does not work correctlyOven switch brokenVentilator/fan not workingOther
Vacuum*

Broken partsPoor suctionDoes not turn onOther
Other (Appliances) Fault*
Extractor Fan*

Fan faultyOther
Kitchen Units and Larder*
Base/Floor unit*

Corner base/floor unit brokenCorner base/floor unit looseDoor of base/floor unit brokenDouble door base/floor unit brokenDouble door base/floor unit looseHinge handle or catch broken (specify which in fault detail)Shelf of base/floor unit brokenSingle door base/floor unit brokenSingle door base/floor unit looseOther
Drawers*

Drawer bottom brokenDrawer brokenDrawer does not slide open or closed correctlyDrawer front brokenDrawer handle brokenOther
Larder*

Larder door brokenLarder door looseLarder unit brokenOther
Wall unit*

Corner wall unit brokenCorner wall unit looseDoor of wall unit brokenDoor of wall unit looseDouble door wall unit brokenDouble door wall unit looseHinge handle or catch broken (specify which in notes)Shelf of wall unit brokenSingle door wall unit brokenSingle door wall unit looseOther
Other (Kitchen Units and Larder) Fault*
Sinks and Taps*
Leaks or blockages*

Pipe leaking under sinkSink blockedWashing machine blockedOther
Plug hole*

Plug hole blockedPlug hole grill brokenOther
Plug/Chain*

New plug/chain neededOther
Sink*

Sink top looseSink unit looseWater leaking between sink and wallOther
Tap*

Mixer tap brokenMixer tap leakingMixer tap looseSingle tap brokenSIngle tap leakingSingle tap looseOther
Tiles*

Broken tiles (need new tiles)Loose tiles (can be refixed)Other
Other (Sinks and Taps) Fault*
Tiles*

Broken tiles (need new tiles)Loose tiles (can be refixed)Other
Worktop*

Worktop broken (needs replacement)Worktop damaged (needs repair)Worktop edging damaged (needs repair)Worktop looseOther
Other (Kitchen) Fault*
Heating and boiler*
Electric Boiler or Heater*
Electric Boiler*

Boiler leakingBoiler noisyBoiler not workingOther
Electric Heater*

Bar on electric heater not workingElectric heater looseElectric heater not workingOther
Other (Electric Boiler or Heater) Fault*
Gas Boiler or Heater*
Gas Boiler*

Boiler leakingBoiler noisyBoiler not workingBoiler pressure highBoiler pressure lowOther
Gas Fire*

Gas fire looseGas fire not workingRadiants in fire are brokenOther
Other (Gas Boiler or Heater) Fault*
Oil Boiler or Heater*

Oil heater/boiler leakingOil heater/boiler not workingOther
Coal or Solid Fuel Powered Heating*
Fireplace*

Chimney needs sweepingFire not workingGlass strips in door need replacingOther
Tiles*

Broken tiles (need new tiles)Loose tiles (can be refixed)Other
Other (Coal or Solid Fuel Powered Heating) Fault*
Heating Controls*

Heating programmer not workingRoom thermostat not workingOther
Radiator*

No heating but hot water workingNo heating or hot waterRadiator leakingRadiator looseRadiator valve leakingOther
Under-floor heating*

LeakOther
Shared Heating*

Common Parts Heating Not WorkingHeating from Shared Boiler Not WorkingOther
Other Types of Heating*
Heat Pump*

Air source heat pump not workingGround source heat pump not workingOther
Other (Other Types of Heating) Fault*
Water and Leaks*
Leak*

Water leak from other propertyWater leak within propertyOther
Water*

Limited or no running waterOther
Other (Water and Leaks) Fault*
Doors, Garages and Locks*
Doorbell*

Battery powered (not working)Wired (not working)Door Knocker (Broken)Not workingOther
External door*

Door looseFrame splitHinge brokenPVCu door stickingWater leaking inWooden door stickingOther
Garage Door*

Door stickingFrame looseLock not working correctlyLocking bar brokenRunners are stickingOther
Intercom / Entry phone*

Intercom / Entry phone brokenOther
Internal door*

Door handle brokenDoor looseFrame splitHinge brokenPVCu door stickingWooden door stickingOther
Locks and Keys*
Back door*

Door handle brokenMortice lock not workingYale lock not workingOther
Front door*

Door handle brokenKey stuck in lockMortice lock not workingYale lock not workingOther
Garage door*

Garage door lock not working correctlyOther
Garden gate*

Lock not workingOther
Key lost*

Key lost and property can be accessedKey lost and property cannot be accessedOther
Other (Locks and Keys) Fault*
Other (Doors, Garages and Locks) Fault*
Internal floors, walls and ceilings*
Ceiling*
Ceiling tiles*

Broken tiles (need new tiles)Loose tiles (can be refixed)Other
Damp patches appearing*

You do not think that it is related to a leakYou think that it is related to a leakOther
Mould appearing*

In a damp/humid room such as a bathroom or kitchenIn a dry roomOther
Plaster*

Ceiling plaster cracked (needs filling)Ceiling plaster damagedOther
Plasterboard*

Ceiling plasterboard damagedOther
Other (Ceiling) Fault*
Floors*

Carpet loose (carpet can be refixed)Carpet ripped or damaged (need new carpet)Floor tiles broken (need new tiles)Floor tiles loose (tiles can be refixed)Floorboard broken (need new floorboard)Floorboard loose (floorboard can be refixed)Other
Walls*
Damp patches appearing*

Above ground floor level and you do not think it is related to a leakAbove ground floor level and you think that it is related to a leakAt ground floor level with brown "tide mark"At ground floor level with no brown "tide mark"Other
Mould appearing*

In a damp/humid room such as a bathroom or kitchenIn a dry roomOther
Plaster*

Wall plaster cracked (needs filling)Wall plaster damagedOther
Plasterboard*

Joint in plasterboard damagedWall plasterboard damagedOther
Skirting board*

Broken skirting board (need new skirting board)Loose skirting board (skirting board can be refixed)Other
Vent*

Metal vent damagedMetal vent loosePlaster vent damagedPlaster vent loosePlastic vent damagedPlastic vent looseOther
Wall tiles*

Broken tiles (need new tiles)Loose tiles (can be refixed)Other
Other (Walls) Fault*
Lighting*
External Lighting*
External light*

BrokenLooseOther
External light switch*

BrokenLooseOther
Other (External Lighting) Fault*
Internal Lighting*
Batten holder*

BrokenLooseOther
Fluorescent light tube*

BrokenFlickeringOther
Lamp*

Lamp BrokenOther
Light bulb*

BrokenFlickeringOther
Light fitting*

BrokenLooseOther
Light switch*

BrokenLooseOther
Pull cord for light*

BrokenLooseOther
Other (Internal Lighting) Fault*
Other (Lighting) Fault*
Window*
Blinds*

Blinds BrokenOther
Broken glass*

Above ground floor level - double glazedAbove ground floor level - single glazedGround floor level - double glazedGround floor level - single glazedOther
Curtains*

Curtain damagedCurtain poleOther
Problem with window frame handle or cord*
Metal window frame*

Bottom handle brokenSide handle brokenWindow does not open or closely correctlyWindow frame looseOther
PVCu window*

Bottom handle brokenSide handle brokenWindow does not open or close correctlyWindow frame looseOther
Sash Cord*

Sash window cord brokenOther
Wooden window frame*

Bottom handle brokenSide handle brokenWindow does not open or close correctlyWindow frame looseWindow frame rottenOther
Other (Problem with window frame handle or cord) Fault*
Window locks*

Lock broken with window closedLock broken with window openOther
Other (Window) Fault*
Exterior and Garden*
Decking*

Broken (needs to be replaced)Loose (can be re-fixed)Rotten (needs to be replaced)Other
In Garden*
Cesspit/Septic tank*

Cesspit blockedSeptic tank blockedOther
Fencing*

Concrete fence post brokenConcrete fence post looseFence (not timber) brokenFence (not timber) looseTimber fence brokenTimber fence looseTimber fence post looseTimber fence post brokenOther
Fence description (e.g., wood or wire)*
Garden gate*

Gate brokenLock not workingOther
Manholes*

Manhole cover brokenManhole overflowingOther
Path*

Brick path brokenBrick path looseConcrete path brokenGravel path needs relayingOther
Paving*

Flags loose (can be refixed)Rectangular flags broken (needs to be replaced)Square flags broken (needs to be replaced)Other
Steps*

Brick steps brokenBrick steps looseConcrete steps brokenConcrete steps looseOther
Walls*

Boundary wall collapsingWall shared with neighbour collapsingOther
Other (In Garden) Fault*
On Property*
Drainpipe/downpipe for rainwater*

Drainpipe/downpipe (metal) blockedDrainpipe/downpipe (metal) brokenDrainpipe/downpipe (metal) needs refixingDrainpipe/downpipe (plastic) blockedDrainpipe/downpipe (plastic) brokenDrainpipe/downpipe (plastic) needs refixingOther
Drains*

BlockedGrate brokenOther
Gutters*

Gutter (metal) blockedGutter (metal) brokenGutter (metal) needs refixingGutter (plastic) blockedGutter (plastic) brokenGutter (plastic) needs refixingGutter overflowingOther
Soil pipe*

Soil pipe blockedSoil pipe leakingSoil pipe needs refixingOther
Other (On Property) Fault*
Other (Exterior and Garden) Fault*
Laundry*
Tumble dryer*

Tumble dryer does not turn onTumble dryer does not work correctlyOther
Washing machine*

Washing machine does not drainWashing machine does not turn onWashing machine does not work correctlyWashing machine leakingOther
Other (Laundry) Fault*
Furniture*
Bed*

Bed brokenOther
Bedside Table*

Bedside Table BrokenOther
Bookcase*

Bookcase BrokenOther
Chest of Drawers*

Chest of Drawers BrokenOther
Sofa*

Sofa BrokenOther
Table*

Table BrokenOther
Wardrobe*

Wardrobe BrokenOther
Other (Furniture) Fault*
Electricity*
No power*

In a roomThroughout propertyOther
Sockets*
Double socket*

BrokenLooseOther
Single socket*

BrokenLooseOther
Other (Socket) Fault*
Trip switch*

Master switchSingle switchOther
Other (Electricity) Fault*
Hot Water*
Immersion heater*

Cylinder leakingNo hot waterSwitch brokenOther
Water heated by electricity*
No hot water*

I do not have electricityI have electricityOther
Other (Water heated by electricity) Fault*
Water heated by gas*
No hot water*

Back boilerCombination boilerGas water heaterI do not know what type of boiler I haveImmersion heaterStandard boilerOther
Other (Water heated by gas) Fault*
Other (Water heated by oil) Fault*
Other (Hot Water) Fault*
Alarms and Smoke Detectors*
Carbon monoxide alarm*

Carbon monoxide alarm faulty (battery power)Carbon monoxide alarm faulty (mains power)Other
Property alarm*

Property alarm does not soundProperty alarm does not turn off (constantly sounds)Property alarm sounds when inappropriate (intermittent sounds)Other
Smoke alarm*

Smoke detector faulty (battery power)Smoke detector faulty (mains power)Other
Other (Alarm and Smoke Detectors) Fault*
Pests/Vermin*
Insects*

AntsBed BugsBeesCockroachesFleasFliesMothsTermitesWaspsOther
Rodents*

MiceRatsRodent - unknown if rat or mouseOther
Other (Pests/Vermin) Fault*
Roof*
Chimney*
Chimney Pot*

Chimney pot damagedChimney pot missingOther
Chimney Stack*

Chimney stack damaged and not shared with neighbourChimney stack damaged and shared with neighbourChimney stack needs repointing and not shared with neighbourChimney stack needs repointing and shared with neighbourOther
Flashing*

Flashing looseFlashing missingOther
Other (Chimney) Fault*
Flat roof*

Roof DamagedRoof LeakingOther
Roof Damaged*

Damaged asphalt flat roofDamaged felt flat roofOther
Tiled/Pitched roof*
Roof Leaking*

Roof LeakingOther
Tiles on edge of roof*

Tile looseTile missing or brokenOther
Tiles on hip of roof*

Tile looseTile missing or brokenOther
Tiles on ridge of roof*

Tile looseTile missing or brokenOther
Other tiles*

Tile or slate looseTile or slate missing or brokenOther
Other (Roof) Fault*
Communal/Shared Facilities*
Air Conditioning*

Not workingOther
Bin Store*

Bin store overfilled/inaccessibleBins not collectedOther
Communal Doors*

Communal doors not locking/closingDoor fobs not workingOther
Electric gate*

Electric gate not workingOther
Intercom / Entry phone*

Intercom / Entry phone not workingOther
Landings/Stairwells*

Lighting not workingUncleanOther
Lift*

Lift out of orderOther
Parking*

Garage fobs not workingParking spaces inaccessibleOther
Postboxes*

Postboxes damagedOther
Shared Heating/Hot Water*

Common parts heating not workingShared boiler that provides hot water to your property not workingOther
Other (Communal/Shared Facilities) Fault*
Audiovisual*

Television brokenOther
Utility Meters*

Electricity meter brokenGas meter brokenOther
Internet*

Internet not workingOther
Stairs*
External Stairs*
Balustrade*

Balustrade brokenBalustrade looseOther
Handrail*

Handrail bracket brokenHandrail bracket looseHandrail brokenHandrail looseOther
Newel post/Central post*

Post brokenPost looseOther
Tread or riser*

Tread or riser brokenTread or riser looseOther
Other (External Stairs) Fault*
Internal Stairs*
Balustrade*

Balustrade brokenBalustrade looseOther
Handrail*

Handrail bracket brokenHandrail bracket looseHandrail brokenHandrail looseOther
Newel post/Central post*

Post brokenPost looseOther
Tread or riser*

Tread or riser brokenTread or riser looseOther
Other (Internal Stairs) Fault*
Private lift*

Not workingOther
Property services*

Carpentry servicesCleaning servicesConstruction servicesDecorating servicesElectrical servicesGardening servicesGutter clearanceHome security servicesLocksmith servicesPest control servicesPlumbing servicesWindow cleaning
Smell Gas?*
Air Conditioning*
Split Air Conditioner*

Does not turn onLeakingNoisyOther
Tower Air Conditioner*

Does not turn onLeakingNoisyOther
Window Mounted Air Conditioner*

Does not turn onLeakingNoisyOther
Other (Air Conditioning) Fault*
Smell Oil?*
Fire*
Capex*

CapexOther
Property Inspection*

Annual inspectionCheck-inCheck-outInterim inspectionOther
Other*

Internet Not WorkingTelevision BrokenOther
Emergency

If there is a fire at the property under no circumstance should you try to put it out yourself.

You must immediately evacuate the property and then contact the emergency services to report the fire. After that you must contact us by telephone
If the discolouration is as shown in this picture, then the problem could be mildew.

If the discolouration is mildew, then you may want to remove the mildew with an appropriate product. Removal of mildew is often an occupier's responsibility under the terms of their lease.
If the leak cannot be contained and/or it is causing damage to the property (especially if it is penetrating into an electrical fitting), it is classified as an emergency and it must be reported to us through this system and by telephone as soon as possible.

Office number: 01582 343000

If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.

The stopcock in a property can typically be located:
- Underneath the kitchen sink
- In an airing cupboard
- In the basement
- Under the floorboards by the front door
If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately.
Problem with washing machine

If safe to do so, please perform the following checks on your washing machine before raising the issue:

Washing machine not draining properly?
- Please check to see if the washing machine filter is clear of anything causing a blockage. Refer to the appliance manual for how to clean the filter. The repair may be chargeable if items left in your laundry like coins have blocked the filter or any other parts of the washing machine. If your washing machine still does not drain, please continue to report the problem through our system.
Re-set your washing machine.
- This can usually be done by safely unplugging and plugging the machine (wait 1 minute between each step). Note that these are general guidelines and that you should refer to your appliance manual.
Run a service wash on your machine.
- A service wash means spinning the machine without any clothes in it at a high temperature. Most manufacturers now recommend you use a certain cycle to do this or newer machines provide a special drum-cleaning program. Please refer to your appliance manual. If possible, also clean the soap drawer and rubber seal around the door. If these are not cleaned properly, mould and bacteria can fester in the washing machine.
If the above has not solved the problem, please continue to submit your repair request.
Property services

Property services are offered at a cost to the property tenant/occupier and are not covered by your standard contract with the agency or landlord.

If you submit a request for a service we will get back to you as soon as possible to confirm whether it can be provided and, if so, at what cost.
Alarms

Smoke alarms and carbon monoxide alarms can be mains powered or battery powered. If your alarm is battery powered and is not functioning correctly please check that whether the batteries require replacement before reporting your issue. The replacement of alarm batteries is often an occupier's responsibility. Please check the terms of your agreement to identify who is responsible for replacing alarm batteries in your property.
Emergency

If you have a gas leak or you can smell gas you must immediately evacuate the property and then contact National Grid Gas Emergency Service on 0800 111 999.

After that you must report this issue both through this system and by telephone
Furniture, Fixtures & Fittings

Please note that your landlord is only responsible for the items they have supplied to you for use during the tenancy.

If the issue relates to something belonging to you or if you have damaged something belonging to your landlord it is your responsibility to fix / repair / replace it.

If the issues relates to an electric appliance please first check the circuit breakers to ensure they do not need to be reset. Also, some landlords have service contracts or extended warranties for specific appliances, if you have the details of any such cover in place you should call the provider to arrange a service call.

If the issue relates to something supplied to you by your Landlord please continue to report it online.
Oven not working correctly (electric)

If safe and convenient to do so please perform the following checks before reporting an issue:
- Please check your fuse box or consumer unit to see if circuit breakers require resetting.
- Please ensure that the isolation switch is in the 'on' position.
Is the oven clock set? A common problem is that an electric oven will not function unless this is done. The time does not have to be correct. However, the timer must not be flashing. Please check your instruction manual for instructions on how to resolve this.
Fuse Box

Please check your fuse box or consumer unit to see if circuit breakers require resetting. If circuit breakers do not require resetting please report this issue through this system and contact us by telephone.
Check electricity

First telephone the electricity board to check that the loss of power is not because of a general power cut, unpaid bills or failure to pay for connection. If the loss of power is not due to one of those factors then you must report this issue through this system and contact us by telephone.
Dishwasher does not work correctly

If safe to do so, please perform the following checks on your dishwasher before raising the issue:

Dishwasher not cleaning dishes properly:

Make sure to use the correct amount of rinse aid and dishwasher salt. This will otherwise cause dishes to come out "streaky" and glasses will appear cloudy.

Often, cleaning the spray arm, filter, and float will solve the problem. Consult the manual for how to do this for your particular appliance. Below are some general guidelines:
- Remove the spray arm and clean out the holes. Doing this will also give you access to the filter.
- Clean the filter, usually accessed under the spray arm. Rinse it thoroughly, making sure to remove any food debris. You can also use an appropriate vacuum cleaner to remove the finer debris.
- Clean the float in order to make sure it can move up and down freely.
If this does not help solve your issue, please continue to report your repair through to us.
Communal/Shared Facilities

This problem relates to a shared facility.
If you submit this problem through our system we will try to refer the problem to the person or company that manages the shared facility (this is usually a Block Management Company).

We recommend that you also directly notify them of the problem yourself. Their details should be in the documents that you received when your occupation started.
Blocked Gutters

Please note that often tenants are responsible for keeping the gutters clear from any blockages. If the gutters are blocked, you may need to arrange for these to be cleared at your own expense. Please check the terms of your tenancy agreement before contacting us.
Toilet not flushing?

You should always have the use of a toilet. If you do not, then this would be considered an urgent issue and must be reported to us both through this system and by telephone.

If the toilet will not flush and the toilet otherwise drains as normal without leaks, if safe and convenient to do so there is a temporary solution until the plumber attends as follows:

Pour a half-full bucket of water at a fast but controlled pace. This will achieve the same result as flushing the toilet. Only do this if the toilet is not blocked.
Keep your drains clean by following the below:
- Never pour grease or cooking fat down the sink or drain.
- Carefully remove any food waste from plates before rinsing them in the sink.
- Do not flush wet wipes, makeup wipes, sanitary towels, harsh chemicals or any other items down the toilet – dispose of these in a bin.
- Remove excess hair from the plughole after each time you use the shower to avoid blockages.
Tumble dryer does not work correctly

If safe and convenient to do so please perform the following checks before reporting an issue:

Please check your fuse box or consumer unit to see if circuit breakers require resetting.
Please check the dryer is plugged in and powered.
Make sure the filter is clean. Dryers collect fibres and it is important to ensure that all fluff and items from the filter are regularly cleared out. Please refer to your instruction manual on how to do this.
Locks

If you cannot gain access to the property or the property is not secure, this is an emergency and must be reported to us through this system and by telephone.
Mould

If the mould is similar to the one shown in this picture then the problem may be due to condensation. Small patches of mould can be wiped off but please report larger patches or problems.

If the mould has arisen due to condensation and that condensation has been caused by the action of a tenant (such as drying clothes indoors without adequate ventilation or blocking off an air brick) then remedying the issues caused by the condensation are often an occupier's responsibility. You should keep your property sufficiently aired and ventialted in order to prevent the above especially during colder periods.

Tips to avoid condensation:
- Cover boiling pans and open a window if you are cooking
- Dry your clothes outdoors when possible. Do not dry your clothes over radiators.
- Ventilate your tumble dryer
- Use extractor fans if they have been fitted in your bathrooms
- Wipe up water lying on window sills in the morning
Check boiler

If safe and convenient to do so, please perform the following checks on your boiler before reporting an issue:
- Make sure that the electricity and boiler are turned on
- There is enough credit on the meter
- The thermostat is not turned down
- Re-set the boiler by pressing the reset button. Consult your boiler manual for specific guidance.
- Check the boiler pressure. Please refer to your boiler manual to find out what the correct pressure should be and how to re-pressurise your boiler.
If the boiler cannot be turned on or if there is no hot water after the boiler has been turned on and enough time has passed to heat the water then please report this issue through this system and contact us by telephone.
Washing machine not draining

If safe to do so, please perform the following checks on your washing machine before raising the issue:

Washing machine not draining properly?
- Please check to see if the washing machine filter is clear of anything causing a blockage. Refer to the appliance manual for how to clean the filter. The repair may be chargeable if items left in your laundry like coins have blocked the filter or any other parts of the washing machine. If your washing machine still does not drain, please continue to report the problem through our system.
If this does not work please continue to report your repair through to us.
Fridge is not working correctly

If safe to do so, please perform the following checks before raising the issue:

Water accumulates in the base of the fridge:
- This is often caused by a blocked drain tube/defrost outlet. In most fridge/freezers, there will be a defrost outlet. This is usually a round hole located in the back wall of the fridge, near the compartments at the bottom. Look to see if anything has blocked the hole. Some fridges come with an unblocking utensil; you can also use something like a straw or a cotton bud. Unblock the hole and once done, pour a (very) small amount of warm water into the hole to check it drains properly again.
Ice has built up at the back of the fridge:
- Make sure you defrost the fridge on a regular basis
For any other problems, please continue to report the problem online with as many details as possible.
Manhole

If the situation is dangerous or potentially dangerous this is classified as an emergency and must be reported to us both through this system and by telephone. If the situation is not an emergency or urgent issue please state any relevant details in the notes section.
Emergency!

This is classified as an emergency and should be reported by telephone as soon as possible.
Light Bulbs

The replacement of light bulbs is often an occupier's responsibility under a lease. Please check the terms of your agreement to identify who is responsible for replacing light bulbs in your property.
Location of the issue*

The issue is in a private areaThe issue is in a communal area
Which area(s) are affected?*
When was the problem first noticed?*
How frequent is the problem?*
Number affected*
Make*
Model*
Serial number
Number of flights of stairs to the appliance
Type of bulb (e.g. standard or LED)*
Size of bulb (e.g. standard or compact)*
Bulb fittings (e.g. screwcap or bayonette)*
Number of bulbs affected*
How big a container is needed for the leak?*

Cup sized container is needed for the leakBowl container is needed for the leakBucket container is needed for the leakBath container is needed for the leakOther
How often do you have to empty it?*

I have to empty the container every few minutesI have to empty the container every 15 minutesI have to empty the container every 30 minutesI have to empty the container hourlyI have to empty the container a few times a dayI have to empty the container dailyOther
Is the leak constant or intermittent?*

The leak is constantThe leak is intermittentOther
Only toilet in property?*

No, it is not the only toilet in the propertyYes, it is the only toilet in the property
File Upload*

Cancelof
Additional Information about issue*
Hidden property
Hidden priority
Restart Form
Should be Empty:

Occupier Maintenance Issue