Report  Maintenance

If you live in a property managed by us on behalf of your landlord, reporting a maintenance issue couldn’t be easier. Please use nicholashumphreys.fixflo.com to submit your issue.

Your report will be forwarded to a relevant and qualified contractor, who will then contact you to arrange an appointment at a convenient time. Once your request is submitted, you’ll receive a confirmation email with a reference code – please keep this for future reference.

We cannot accept maintenance reports via email or phone, so please ensure all issues are reported through Fixflo.

The Law – Why It’s Important to Report Maintenance Issues

Under Section 33 of the Deregulation Act 2015, tenants are legally protected from retaliatory evictions. To benefit from this protection, you must report any repair or maintenance issue in writing.

Unfortunately, things can go wrong in any property—taps leak, appliances break down, and boilers stop working. While we can’t always prevent these issues, we guarantee that we’ll handle them as efficiently as possible.

However, this doesn’t mean your issue will be resolved immediately. Just like in any home, it may take a couple of days for a contractor to be available, or a new part may need to be ordered, which could take up to a week. We’ll keep you updated throughout the process via the portal.

Please bear with us—we will always work to resolve your issue as quickly as possible.

How to Ensure Your Maintenance Issue is Resolved Quickly

To help us address your issue efficiently, please provide detailed information when reporting a problem:

✔ Appliance issues? Include the make and model number so we can assign the most suitable contractor.
✔ Error messages? Try searching online—you may find a simple fix that avoids a callout.
✔ Suspect a fault? Report it immediately to prevent escalation. If an issue worsens due to delayed reporting, you may be liable for repair costs.

To help us address your issue efficiently, please provide detailed information when reporting a problem:

✔ Appliance issues? Include the make and model number so we can assign the most suitable contractor.
✔ Error messages? Try searching online—you may find a simple fix that avoids a callout.
✔ Suspect a fault? Report it immediately to prevent escalation. If an issue worsens due to delayed reporting, you may be liable for repair costs.

Emergency Maintenance – What to Do Outside Office Hours

Maintenance issues can happen at any time, which is why we operate a 24/7 emergency maintenance line.

What Counts as an Emergency?

🔺 Gas leak – If you smell gas or suspect a leak, call National Grid immediately on 0800 111 999 before contacting us.
🔺 Serious water leak – If water cannot be contained and is causing damage to the property.
🔺 Electric or gas failure – Check with your utility provider first, as there may be routine maintenance or a local power cut. Also, check your fuse box to ensure the power hasn’t tripped.
🔺 No heating or hot water during winter – If the system completely fails.

🚪 Lost keys? It is your responsibility to have a new key cut. Our key supplier, Acme Locks, can provide replacements.
🚪 Locked out? If you are locked out during office hours and need assistance, we can let you in, but a call-out charge will apply.

⚠ Out-of-hours contractors will NOT attend lockouts. If you need urgent access, you will need to contact a locksmith at your own expense.

As a tenant, you are responsible for using the heating and hot water facilities correctly. Any damage caused by misuse may result in repair costs being deducted from your deposit or charged directly to you.

Common Issues to Report:

• Radiators not heating properly – They may need bleeding. If you have a radiator key, this falls under standard tenant maintenance.
• No hot water or heating – This may indicate a boiler fault.
• Shower water not heating – Check other taps to see if the issue is with the shower only.

Boiler Pressure

If the boiler pressure has dropped, check the user manual online for instructions on how to repressurise it. If the issue persists, report it via Fixflo.

When you move in, locate your fuse board. If your electrics stop working:

1. Check the fuse board – Ensure all switches are up.
2. Check your appliances – If power keeps tripping, unplug all appliances and switch them back on one by one.
3. Try another socket – If an appliance is faulty, stop using it immediately.

If you cannot locate the issue, report it via Fixflo.

🚫 Blocked drains and leaks are often the tenant’s responsibility. You may be charged for repairs if the blockage was caused by misuse.

How to Avoid Blocked Drains:

• Do not flush wipes, sanitary products, or anything other than toilet paper.
• Never pour oil or food waste down the sink.
• Keep shower and sink drains clear of hair and debris.
• Empty pockets before using the washing machine.

If your property has a macerator pump, ensure it is switched on and used correctly at all times.

 If we manage your property, we will test the fire alarms during inspections and arrange annual system checks. However, you should also test your smoke alarm regularly for your safety.

Fire Alarm Maintenance:

✔ Test the alarm weekly by pressing the test button.
✔ Keep it clean – Dust can cause false alarms or prevent it from working.
✔ Never remove the battery – If your alarm beeps, report it immediately.

Mould is usually caused by lifestyle factors and poor ventilation. Everyday activities like cooking, showering, and drying clothes indoors create moisture, which leads to condensation and, eventually, mould.

How to Prevent Mould:

• Ventilate properly – Open windows regularly, especially after showering or cooking.
• Use extractor fans – Keep them switched on when using the bathroom or kitchen.
• Avoid drying clothes indoors – If you must, ensure windows are open.
• Keep furniture ventilated – Leave space behind wardrobes and cupboards.
• Maintain even heating – Keeping rooms at a consistent temperature helps prevent condensation.

Following these steps will help maintain a clean, healthy living environment and reduce the risk of damage to your property.

For any maintenance issues, please report them via nicholashumphreys.fixflo.com to ensure they are logged and resolved efficiently.

If you have any questions, feel free to contact our team.