Maintenance

Maintenance problems should always be reported to us in writing. If you have a maintenance issue, please inform the Maintenance Department directly by using our online system.

Click Here to report a maintenance problem

If you call us or email our regular email address regarding non-emergency maintenance issues, we will be unable process it and you will be directed to the online system anyway.

If you have an emergency (see below for definitions of what an emergency is), please see the details later in this page.

Maintenance problems can be categorised as follows:

(HIGH-Priority) Emergency repairs: any disrepair that poses a risk to the health and safety of the Tenant or serious damage to the Premises or Tenant’s belongings will be attended within 24 hours of notification

( (NORMAL-Priority) Urgent repairs: Repairs to defects which materially affect the comfort or convenience of the Tenant will be attended within 5 working days after notification

( (LOW-Priority) Non-urgent repairs: repairs not falling within the above categories will be completed within 28 days of notification.

(Notification must be made in writing except for where emergency works are required urgently; in this case the notification should be made both by writing and by calling our emergency number)

We endeavour to carry out all maintenance work as quickly as possible and we will always keep to the timescales set in the above definitions.

When you report a problem through the online system the maintenance team will schedule a visit to your property as soon as they can and if they happen to be in the vicinity that same day or the day after they will often take the opportunity to look at your problem (although it may take them longer to arrange to visit you depending on how busy they are and what area(s) of Birmingham they are working in at the time). The maintenance team generally do not know their exact schedule in advance as jobs can take more or less time to complete than expected and emergency or unexpected problems can overtake scheduled works and cause last-minute changes. For this reason they are unable to give advance notice of the exact times of day for their visits.

If you require written notice of visits to your property you must state this clearly in the email, otherwise by setting up a work order you are requesting immediate assistance with a problem within your property and no written notice from us is necessary although the maintenance team will keep you informed as much as they can.