REPAIRS & MAINTENANCE
Emergencies:
Q. What should I do in an emergency?
A. For emergencies that pose immediate risk (e.g., gas leaks, severe flooding, total loss of power), call our Emergency Repairs Line:
0203 856 3607. Do not use the online reporting system for emergencies.
Q. How do I know if my repair is an emergency?
A. An emergency is any issue that threatens health, safety, or security of your home. Examples include:
- Burst pipes or major leaks
- No heating in winter
- Electrical hazards
- Unsecured property (broken doors/locks)
Reporting a Repair:
Q. What is the new maintenance reporting system?
A. This is a new online platform (Plentific) that allows tenants to directly report any repairs or maintenance issues in their homes. It aims to make reporting faster, more transparent, and easier to track with more updates for you as a tenant.
Q. Why are you using the system?
A. The new system gives you more control over reporting repairs, improves response times, and allows us to keep you updated on the progress of your work order, along with providing a review on your engineer to help us provide and maintain quality standards.
Q. Do I still need to call or email the office to report repairs?
A. No, once the system is live, tenants will be asked to use the online reporting tool for most repair requests. However, emergency repairs can still be reported by phone on
0203 856 3607.
Q. How do I access the new system?
A. You can access it via the
Report a Repair tab on our website or by using our QR code that is throughout our buildings on notice boards and in reception areas.
Q. What do I need to report a repair?
A. You’ll need to provide your unique TE number that can be found on your tenancy agreement, or you can contact the office on
0203 856 3607 to obtain this.
Q. What kind of issues can I report through the system?
A. You can report all non-emergency repairs such as plumbing issues, heating problems, broken windows, electrical faults, or any general maintenance concerns you have.
Q. Can I upload photos or videos of the issue?
A. Yes, and this is mandatory to process your works quicker. Photos and videos help us understand the problem better and speed up the response, If you use the available communal tablets in the building there will be a stock image loaded, that you can use, but the onsite staff will come and investigate further during working hours.
Q. Will I receive confirmation after submitting a request?
A. Yes. You’ll receive an automatic confirmation email to the email you provided.
Q. Can I reschedule or cancel a repair appointment through the system?
A. No, unfortunately not at this moment. To reschedule or cancel, please contact a member of staff 24 hours before your scheduled appointment.
Q. How can I check the status of my repair?
A. You will receive an update when your is work is booked with a preferred time slot and date of the engineers visit. You will also receive a message when the engineer is on their way on the day of the visit.
Q. How long will it take for someone to come out?
A. Response times depend on the nature of the repair:
- Emergency Repairs: within 24 hours
- Urgent Repairs:- within 5 working days
- Medium Repairs: within 10 working days
- Low Priority Repairs: within 20 working days
Q. Will I be notified before a contractor visits my home?
A. Yes. You’ll receive a notification with the date and time of the appointment. You will also receive updates on the day when the contractor is En-route.
Q. What if I don’t have access to the internet or a smartphone?
A. You can still report repairs by calling our Maintenance team on
0203 856 3607. We’ll log the repair for you if you don’t have access to a smart phone.
For our staffed buildings, you will be able to raise this with the on-site team during working hours.
Q. What if I need help using the system?
A. Our support team can help over the phone on
0203 856 3607 if there is no staff within the building, for our staffed buildings, on-site staff can help during working hours.
Q. Is the system available in other languages or accessible for tenants with disabilities?
A. Unfortunately, our on-site tablets can only offer English at the moment, we are looking into how we can incorporate other languages. Our on site staff teams and visiting managers can also be contacted during working hours.