Emergency repairs
For issues that could affect safety, security or cause serious damage.
Tenant Hub
Tenant support, made simple.
Find key information about your tenancy, reporting repairs, rent, moving in and moving out.
Tenant support topics
Report a maintenance issue
Let us know what needs attention and whether it needs urgent action.
Rent and payments
Key guidance on rent dates, payment queries and keeping references consistent.
Moving in & out
Everything you need to know when joining or leaving a property, from key collection to deposit return.
Looking after your home
Useful reminders for day-to-day care, ventilation and avoiding preventable issues.
Ending your tenancy
Understand notice, check-out expectations and how the deposit return works.
FAQs
Quick answers to the questions tenants ask us most often.
Reporting a maintenance issue
Reporting a maintenance
issue
If something needs repairing, let us know as soon as possible. Please include clear details, photos where helpful, and confirm whether the issue is urgent.
Report an issueNon-urgent repairs
For general repairs, maintenance requests or minor faults.
Expected response times
- Emergency issues, as soon as possible
- Urgent issues, within 24 hours
- Routine repairs, scheduled as soon as possible
Rent and payments
Rent and payments
Your tenancy agreement will confirm when rent is due, how it should be paid and what to do if you have a payment question.
- Check your tenancy agreement for payment dates
- Contact us early if there is a payment issue
- Keep your payment reference consistent
- We will contact you if anything needs checking
- Statements and payment records are available on request
Tenancy start
Moving in
Everything you need for a smooth start.
- Key collection
- Inventory review
- Utilities and council tax
- Reporting any early issues
- Emergency contact information
Tenancy end
Moving out
Everything you need to know before leaving the property.
- Notice period requirements
- Check-out arrangements
- Cleaning expectations
- Utility account updates
- Final meter readings
- Deposit return process
Home guidance
Looking after your home
Simple guidance to help avoid common issues.
Ventilation & condensation
Keep your home well ventilated to reduce moisture and prevent condensation.
- Open windows regularly where possible
- Keep trickle vents open
- Use extractor fans when cooking or showering
- Avoid drying washing indoors without ventilation
- Wipe excess condensation from windows and sills
If condensation or damp becomes excessive, please contact us.
Boiler pressure
Low boiler pressure can affect heating and hot water performance.
- Most boilers operate between 1 and 2 bar
- Check the pressure gauge before reporting an issue
- Refer to your boiler manual before making adjustments
- Contact us if pressure repeatedly drops
If you're unsure, please contact us before attempting repairs.
Waste & recycling
Please follow your local collection arrangements.
- Use the correct bins for general waste and recycling
- Put bins out on collection days where applicable
- Avoid leaving waste in communal areas
- Break down cardboard boxes before disposal
- Check local council guidance for collection schedules
If you're unsure what applies to your property, please contact us.
Mould prevention
Mould is often caused by excess moisture and poor ventilation.
- Keep rooms ventilated throughout the year
- Maintain a reasonable level of heating during colder months
- Avoid blocking air vents
- Wipe away condensation regularly
- Report persistent mould or damp issues
If mould continues to return, please contact us.
Smoke & CO alarms
These devices help keep you safe.
- Test alarms regularly using the test button
- Replace batteries if applicable
- Never remove or disable alarms
- Report faults immediately
- Inform us if an alarm begins beeping unexpectedly
Contact us straight away if an alarm is not functioning correctly.
Winter property care
A few simple steps help prevent cold-weather issues.
- Keep background heating on during freezing periods
- Report leaks as soon as possible
- Ventilate rooms even during winter months
- Check windows and doors are properly closed
- Protect the property if you're away for extended periods
Contact us if you experience heating, water or pipe-related issues.
Common tenant questions
Common tenant questions
Quick answers to the questions tenants ask us most often.
How do I report a repair?
Email us with a clear description of the issue, the property address and any useful photos so we can assess next steps quickly.
What should I do in an emergency?
If there is an immediate risk to safety, security or serious damage, contact the appropriate emergency service first and then let us know as soon as you can.
How do I pay my rent?
Your tenancy agreement confirms the payment method, due date and any reference details. Keep those references consistent each month.
What happens if I lose my keys?
Let us know straight away. We can explain the next steps and any security considerations depending on the situation.
Can I make changes to the property?
Please ask before making any changes. Some alterations will need landlord approval in writing before you go ahead.
What happens at the end of my tenancy?
We will guide you through notice, check-out expectations and the deposit return process so you know what to expect.