Welcome to ElliotLee’s online reporting system,
You will be required to report all repairs/issues via the platform below in order for us to deal with any property maintenance repairs/issues you may be experiencing. Please be as descriptive as possible and always provide photo/video evidence where you can. Our policy is to address all repairs/issues within 48 hours of you reporting them.
Before reporting your issue, please ensure your property is managed by ElliotLee Estate Agents.
OFFICE HOURS
Monday - Friday: 9:00am - 6:00pm
Saturday - Sunday: Closed
OUT OF OFFICE HOURS
If you find yourself in an emergency, please try in the first instance to contact the relevant contractor which we have provided below. If the contractor is unable to attend please contact an “emergency out of hour’s contractor”. You may have to pay for the contractor’s invoice upfront. However, we will reimburse this fee accordingly should it be found that it was an emergency and that the costs were reasonable.
PLEASE NOTE: AN EMERGENCY IS AN UNFORESEEN EVENT THAT COULD CAUSE SEVERE DAMAGE TO THE PROPERTY OR YOURSELF.
Some occasions are not emergencies are:
• Pest control
• Faulty kitchen appliances
• Loss of heating and/or hot water (this can wait until the next working day for our PM team to deal with.
• Lost keys
If you call a contractor out as an emergency when an emergency repair is not justified, then you are liable to be charged for all costs concerned.
If your property is covered by a British Gas or HomeServe policy you will need to call them. British Gas 0800 365 100, HomeServe 0800 408 9255.
GAS
If you think you can smell gas, please contact The National Grid on 0800 111 999, they will investigate free of charge. Should you call a contractor and there is no issue to be found, please be aware that you will be charged accordingly.
WATER LEAK
If the leak cannot be contained by and/or it is causing damage to the property (especially if it is penetrating into an electrical fitting) it is classified as an emergency. If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
NO ELECTRICITY
If this has occurred only in a particular room, please check if your fuse board needs resetting. (You may also need to replace a bulb if this caused a fuse to trip). If this has occurred throughout the property please check your fuse board, and also check with your neighbours. If your board is fine and your neighbours have electricity please call your electricity supplier.
NO WATER
Please check that you have cold water running from your kitchen tap. If not, check with your neighbours if they are experiencing the same issue you may need to contact Affinity Water directly on 0345 357 2407.
KEYS/LOCKS
If you cannot gain access to the property out of office hours due to a faulty lock, this is an emergency and is payable by the landlord unless there are signs of misuse. If you have lost or misplaced the keys you will be liable for any locksmith charges.
FIRE
If there is a fire at the property under no circumstance should you try to put it out. Please immediately evacuate the property and then contact the emergency services to report the fire.
TOILET OVERFLOWING/NOT FLUSHING
You should always have the use of a toilet. If this is not the case then this would be considered an urgent issue. If the toilet will not flush and the toilet otherwise drains as normal without leaks, if safe and convenient to do so there is a temporary solution until the plumber attends as follows:
• Pour a half-full bucket of water at a fast but controlled pace. This will achieve the same result as flushing the toilet. Only do this if the toilet is not blocked.
RECOMMENDED CONTRACTORS
List of essential tradespeople we recommend are below. If they are unable to attend you may contact an alternative contractor on the understanding that the cost will only be met if found to be both reasonable and a genuine emergency.
PLUMBING/HEATING/HOT WATER (GAS)
MaxGas - 07702 305 136 - mgas_services@outlook.com
The Maintenance Team - 020 7952 6290 - team@themaintenanceteam.co.uk
ELECTRICIAN
DanBro Electrical - 07841 457 817 / 07879 403 867 - info@danbroelectrical.co.uk
The Maintenance Team - 020 7952 6290 - team@themaintenanceteam.co.uk
DRAINS
D & R Drain Services – 07811 364 009 - info@dandrdrains.co.uk
The Maintenance Team - 020 7952 6290 - team@themaintenanceteam.co.uk
LOCKSMITH
Andrew the Locksmith - 07376 176 366 - info@andrewthelocksmith.com
The Maintenance Team - 020 7952 6290 - team@themaintenanceteam.co.uk
If your property is covered by a British Gas or HomeServe policy you will need to call them. British Gas 0800 365 100, HomeServe 0800 408 9255 – if you are told the issue you are reporting is not covered then please call the above contractors.