Repairs & Maintenance Procedure


We will adhere to the following procedure when repairs and maintenance are required to a property, unless alternative arrangements for a particular tenancy/property have been agreed with the landlord in writing.


Responsibility for Repairs

The landlord is responsible for carrying out repairs and maintenance to ensure that the property meets the Repairing Standard. The Repairing Standard states that:-

the property must be wind and water tight and in all other respects reasonably fit for people to live in;

the structure and exterior (including drains, gutters and external pipes) must be in a reasonable state of repair and in proper working order;

installations for supplying water, gas and electricity and for sanitation, space heating and heating water must be in a reasonable state of repair and in proper working order;

any fixtures, fittings and appliances that the landlord provides under the tenancy must be in a reasonable state of repair and in proper working order;

any furnishings that the landlord provides under the tenancy must be capable of being used safely for the purpose for which they are designed;

the property must have a satisfactory way of detecting fires and for giving warning in the event of a fire or suspected fire;

the property must have satisfactory provision for giving warning if carbon monoxide is present in a concentration that is hazardous to health; and

the property must meet the tolerable standard.

The tenant is responsible for and will have to pay for any repair which is the result of tenant negligence or damage. Tenants are also responsible for replacing consumables such as batteries in smoke detectors and bulbs in light fittings.


Reporting non-emergency repairs

Any non-emergency defect with a property or the landlord’s fixtures and fittings must be reported as soon as possible to our office during office hours. Please note that the Fixflo app is the best way to report a defect for the fastest results, and its available 24/7.


                    Office Hours: 9.00 – 5pm Monday to Friday

                   Fixflo app: www.fentonlets.co.uk/repairs

                    Reporting by Email: lettings@fentonlets.co.uk


                    Telephone:   01738 590091


Where necessary, we will visit the property as soon as is reasonably practicable to assess the problem reported and determine the action required. We will then organize repairs to the property. We, or a contractor engaged by us, will contact the tenant to arrange access to carry out the remedial work.


 We will keep the tenant updated as to the progress of their repair request, what action we have carried out and an estimated timescale.


 Unless they have prior written agreement to do so, tenants must not arrange for repairs to be carried out themselves.


Emergency repairs

If a serious fault occurs outside normal working hours, and it isn’t safe to wait until the next working day to report it, you should contact



National Grid Gas Emergencies:                0800 111 999


SCOTTISH WATER:                                           0800 0778 778


POWER CUT SSE                                             0800 300 999


ALL OTHER EMERGENCIES: www.fentonlets.co.uk/repairs or 07748825562


Emergency repairs are those where:-


·         there is a serious and imminent risk to health and safety; and/or


·         there is a serious and imminent risk to the structure of the building; and/or


·         there is a serious and imminent risk to the security of the property.

Examples are:


No cold water to kitchen sink (but check with neighbours to see if it affects other homes and if so contact Scottish Water OR if on private supply email www.fentonlets.co.uk/repairs AND text 07748825562


·         blocked toilet (but only if there is no other toilet in the property)


·         leaking soil pipe or blocked drain with sewage coming up


·         electrical fitting smoking or scorching


Complete or part power failure within the property (but first check the switches on the consumer unit. Also check with neighbors to see if it affects other homes and if so contact SSE North on number above)


No heating or hot water between 1st October and 31st March only or at any time of year if there is a vulnerable person in the property (for example a young baby or someone who is elderly or disabled). Please note we cannot always arrange a plumber out of hours but we can deliver a number of  heaters to the property)


There is a smell of gas or the carbon monoxide detector is sounding (in this case call the National Gas Emergency Service immediately on 0800 111 999)


A burst pipe or roof/ceiling leak that at least fills a household bucket overnight or that is affecting the electrics (if the leak is from another property speak to the owner/occupier of that property who must arrange the repair).


You should contact us as soon as the office re-opens to inform us of the emergency, what action you took, and whether any follow up work is required. If follow up work is required we will follow the procedure set out in the “reporting non-emergency repairs” section above.


 Target timescales

We aim to ensure repairs are completed within the following timescales: -


·         Emergency repairs – made safe within 24 hours and completed within 7 working days


·         Routine (non-emergency) repairs – completed within 20 working days


 The vast majority of repairs will be completed within the timescales outlined above but occasionally there will be circumstances outwith our control which may cause delays including: -


·         having to wait on delivery of parts needed to complete repair; or


·         the landlord requiring multiple quotes before agreeing to proceed with the repair; or


·         awaiting consent from other owners to proceed with the repair in the case of common repairs/maintenance e.g. to roof in block of flats; or


·         adverse weather conditions; or


·         tenant placing restrictions on when access is available to property


 where there are delays to repairs and maintenance work we will keep the tenant and landlord informed.

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