Maintenance and Repairs
It is inevitable when you’re moving into a new home there will be some minor maintenance issues that we may have missed. If this is the case, don’t worry at all.
If your tenancy is managed by MK Estates, you can report any maintenance issues to our Property Manager using Fixflo: [email protected]
If you usually speak to your landlord directly, you will need to contact them to report any maintenance issues.
Not everything needs reporting, and with some good old common sense, you should be able to address a number of issues independently.
Please refer to our Troubleshooting A-Z Guide before reporting issues.
Response Times
We will always provide a minimum of 24 hours’ notice if we, or anybody instructed by us, need to access your property; except in the case of an emergency whereby we feel you, or the property’s safety, is at risk.
Below is a table of our target response times for reported maintenance jobs:
| Type of Job | Timescale | Description |
|---|---|---|
| Emergency | 24 Hours | An emergency includes anything that is a danger to your health and safety. |
| Urgent Repair | 7 Days | An urgent repair materially affects your comfort or convenience. |
| Non-Urgent Repair | 28 Days | A non-urgent repair does not fall into the above two categories. |
Out of Hours
If you have an emergency maintenance issue outside of office hours:
If you smell gas, think you have a gas leak or have any concerns regarding carbon monoxide, immediately open all windows and doors and extinguish any naked flames including cigarettes, then call the Gas Emergency Services free on 0800 111 999(1). This is a national number and is available to all areas.
If you have a boiler breakdown or plumbing emergency, please contact the office on Saturday between 9am and 4pm on 01202 611373 and after hours and Sundays please call Flo-Rite on 07935534927.
If you have a blocked drain or toilet that cannot be cleared by yourselves and is an emergency, please call Canford Drains on 01202 880202.
If you call one of the above suppliers, or your own supplier and it is found that the call out was not deemed an emergency you will be charged with the bill.
If you need immediate assistance with anything else, please contact the office on 01202 611373 from 10am – 4pm on Saturday. Sunday we are closed.
Scheduled Maintenance
Your landlord has various compliance responsibilities for your property, and we will need access on occasion to ensure all health and safety requirements are met. You are contractually obliged to allow access to the property when required. We will never allow a contractor access to your property without agreement or at least 24 hours’ notice, unless there is an emergency.
A Gas Safety Inspection will take place annually. This is a legal requirement and will be carried out by a Gas Safe engineer. All of our contractors are tried and tested, insured and used on a regular basis, so we trust that the standard of work carried out is to an acceptable level. The GSI is for your safety as tenants so please accommodate access for these appointments.
Missed appointment fees received from our contractors will be charged to tenants where appropriate.
Troubleshooting A-Z Guide for Tenants
Please see our Troubleshooting A-Z Guide for Tenants here.
