Maintenance and Reporting Repairs

As a tenant, you play a vital role in the maintenance of your property. It is your responsibility to ensure the home is well-cared for and kept in a clean, tidy, and secure condition. This involves regular cleaning, proper waste disposal, and taking necessary precautionary measures to prevent damage to the property.

You are also responsible for replacing consumables such as light bulbs, batteries for smoke alarms, and ensuring the heating system has proper settings to prevent pipes from freezing in cold weather. Regular upkeep reduces the risk of significant issues and contributes to a comfortable living atmosphere.

The landlord is responsible for maintaining the property’s structure and exterior, alongside the systems for heating, hot water, and sanitary provisions. Regular property assessments are often carried out to ensure compliance with health and safety standards, and any issues found typically fall under the landlord’s duty of care to resolve.

Understanding what constitutes a maintenance issue can sometimes be confusing. Common problems can range from leaking pipes, electrical faults, heating or boiler issues, and structural concerns. Wear and tear is a normal part of property usage; however, if you believe an issue arises from normal use and requires repair, this would typically be something to report.

In the event of an emergency, it’s crucial to take immediate action. An emergency might include severe leaks, electrical dangers, or the property being insecure. In these cases, please ensure you take any available steps to mitigate damage, such as turning off the water supply in the event of a significant leak and contact our emergency number immediately. We have a team ready to assist you with urgent issues outside of normal working hours.

Prompt reporting of any repair needs is crucial to prevent further damage. To report a maintenance issue, please follow these steps:

1. Online Reporting: The most efficient way to report repairs is by using our online reporting system. This service is available 24/7 and allows you to describe the issue in detail and upload photos. This information is invaluable as it helps us assess the nature and urgency of the problem.
2. Telephone Reporting: While we encourage using our online system, we understand it’s not always possible. You can call our office during working hours, and our dedicated team will be happy to assist you.
3. Email Communication: You can email us detailing the problem, ideally with photographs. This method is helpful for non-urgent issues and provides us with a clear record of the reported concerns.

Please provide as much information as possible when reporting, including a detailed description of the issue, the make and model of any affected appliance, and full contact details in case we need further information.

We classify repairs into categories based on urgency:

• Emergency repairs: Issues that pose a danger to health or property are treated as emergencies and are typically addressed within 24 hours.
• Urgent repairs: These are less immediate but still significant concerns, with a target resolution time of 5 working days.
• Routine repairs: These cover non-urgent issues, with repairs typically addressed within 28 days.

We aim to handle all reports efficiently, keeping in mind the comfort and safety of our tenants. We appreciate your patience and cooperation as we work with tradespeople, landlords, and other professionals to resolve your issues.

After a repair is carried out, we seek your feedback. Your experience helps us refine our process, ensuring we continue to meet our high standards of service. We may also schedule follow-up visits to ensure repairs are holding and that you’re satisfied with the work.

Keeping an open line of communication is vital. We kindly ask that you are responsive to calls or emails regarding the scheduling of repairs. Your cooperation in providing access to the property for assessments and repairs is crucial in facilitating timely resolutions.

At Belvoir Moray, we are committed to ensuring that your home remains in the best condition throughout your tenancy. Your safety, security, and comfort are our priorities. If you’re facing any issues, we encourage you not to delay — reach out to us today. Whether it’s online, over the phone, or via email, our team is here to support you every step of the way, providing expertise and care in resolving your property concerns. Your proactive approach in reporting helps us deliver swift, efficient service and fosters a harmonious living environment. Let’s work together to keep your home safe, secure, and comfortable.