Report an issue with your property.

 

Welcome to the Maintenance Portal - please read to the bottom of the page.

All maintenance issues including Out-of-Hours Emergencies must be reported via this portal and are dealt with in line with the guidance provided by The Property Ombudsman (TPO) and within a reasonable period-of-time, based upon the average homeowner.

Please ensure that when reporting, you specify your door and flat number (if applicable) and upload photos to help us resolve any matters swiftly for you.

If your property is managed by the Landlord (i.e. you pay your rent direct to the landlord) then please report ALL maintenance to your Landlord. Contact details will be found in your tenancy agreement.

During your tenancy you may find that property problems occur outside of normal office hours. Most of these issue will be dealt with when the Belvoir office is next open, however an emergency situation will need to be dealt with immediately.

Tenants are expected to troubleshoot issues as much as reasonably possible. If you report an issue as an out-of-hours emergency, and it is not deemed as being so or could have been managed by yourself (without involving a third-party contractor), you will be liable for the call-out fee.

Belvoir Office Opening Hours
Monday - Friday 9am to 5.30pm
Saturday - 9am to 1pm
Closed – Sundays & Bank Holidays

For Belvoir Gloucester managed properties please determine if your maintenance is an emergency situation using the following guidance:

DEFINITION OF AN EMERGENCY
An emergency situation is an unforeseen situation that if not dealt with quickly would impact one of the following:
a) Endanger the occupiers.
b) Damage or lead to significant further damage to the property.
c) Render the property unfit or unsafe for habitation or insecure.

Only an emergency situation outside of office hours warrants contacting an emergency maintenance contractor.

An emergency contractor callout may involve extra expense for the landlord. We must ensure that best practice is adopted and that all actions are fair and reasonable. You must ensure that emergency call outs are for GENUINE EMERGENCY SITUATUIONS ONLY.

The landlord will only accept responsibility for out-of-hours repairs in a genuine and clear emergency situation that cannot wait until the next working day and where the invoice is reasonable. We reserve the right to challenge any unsubstantiated call-outs and associated costs incurred on the Landlord’s behalf.

EMERGENCY MAINTENANCE PROCEDURE
1.      Determine whether your requirement is an emergency situation. Guidance is provided in the table below.
2.      If it is an emergency situation contact one of the recommended emergency maintenance contractors from    the list below by calling and texting and giving them an opportunity to come back to you.

If the recommended contactors are unavailable (i.e you do not hear back from them in a couple of hours) you may opt to find your own, however before instructing a contractor you must check that they hold the necessary qualification for the job as follows:

Gas Works: the contractor must be registered with the Gas Safe Register
Electrical works: they are NICEIC qualified
All contractors must have current Public Liability Insurance cover.

You will need to find out the hourly out of hours rate for the works and assess if this is reasonable. If you need to call out an emergency contractor you must report this to us at the first opportunity by logging the issue via this portal.

Any emergency contractor must only be instructed to carry out a temporary job/sufficient work, to stop the cause of the problem (e.g. stop a flood, but not carry out works to make good the surroundings). A full repair will be organised by the Belvoir Property Management team during normal hours.

All out of office hours’ emergency situations must be reported to Belvoir Gloucester immediately by logging the issue on this portal.

Please make all of your decisions in the full knowledge of the above guidelines and being aware that if you use a contractor out of hours when it is not an emergency situation you will be liable for the costs of the contractor.

REPAIR/FAULT

EMERGENCY

ACTION REQUIRED

BLOCKED DRAINS

YES

If raw sewage is escaping from the normal channels and entering habitable areas call emergency contractor & report the issue via this portal, otherwise the issue will be dealt with in office hours.

If the contractor assess that the cause is due to tenant negligence (e.g. nappies, sanitary wear etc) the cost will be the tenants responsibility.

BLOCKED SINK/BATH PIPES

NO

Basic tenant maintenance knowledge should be enough to unblock a household pipe via a plunger. Report the issue via this portal.

BREAK-IN

YES

If security is compromised call emergency contractor & report the issue via this portal.

You must report the break in-to the Police (call 999) on the same day and obtain a crime reference number and email this to gloucester@belvoir.co.uk

BURST WATER PIPE

YES

First turn water off at Stop Tap (usually located under the kitchen sink & detailed in your Inventory) to isolate the flow of water. This will halt any further water damage. Contain water in a bucket or similar if possible. If electrics are affected, turn off the power at the Consumer Unit. Call emergency contractor and report the issue via this portal.

DOORS AND DOOR LOCKS

See action required column

Only If security is compromised on an easily accessible external fitting is it an emergency and, in this case, you should call an emergency contractor & report the issue via this portal.

FIRE

YES

Call fire brigade on 999 immediately. Report the issue via this portal.

GAS LEAK

YES

Turn off the gas supply and call TRANSCO on 0800 111 999. The gas supply shutoff is usually, but not always, close to the gas meter.

Report the issue via this portal.

EXTERNAL GUTTERING/ROOF

See action required column

Not an emergency unless loose debris is a danger to life or the internal fabric of the building is immediately at risk.

FENCING DOWN

NO

Report the issue via this portal.

NO HEATING

See action required column

If it is over 48 hours until the Belvoir Gloucester reopens hours AND it is between winter months October to March AND vulnerable persons are part of the tenancy agreement then call an emergency contractor and report the issue via this portal. If not please report the issue via the portal and a contractor will attend on the first standard working day. Tenants are expected to be able to repressure boilers where possible in the same way the average home owner would.

NO HOT WATER

NO

Report the issue via this portal and create hot water via a kettle in the interim.

LEAKING WASTE PIPES

NO

Catch water in suitable container and stop using the facility that empties to the waste pipe. (e.g. shower, bath, sink or washing machine). Report the issue via this portal.

LOST KEYS

NO

Tenant’s sole responsibility. If you require an out of hours’ locksmith you must arrange and pay for this. One of the new keys must be provided to Belvoir Gloucester on the next working day.

Faulty Lock

YES

f you have been locked out of your property due to a faulty lock and there is no other means of entry please call an emergency contractor and report the issue via this portal.
Please note: If you are locked out of your property due to your own error please call a 24hr locksmith at your own expense and provide details along with a new key to the Gloucester branch during office hours.

NO POWER

YES

Firstly check the Consumer Unit to ensure all switches are fully in the ‘up’ position. If any fuse has ‘tripped down’ then reset it. If it won’t reset, unplug all appliances (hair dryers etc) and try again as it may be due to a faulty appliance e.g toaster or hair dryer. If the power loss is isolated to one particular area/room then it is not an emergency situation. If there is a total power loss to the property and not due to an appliance, check with neighbours and Western Power (Call 105) for an area wide power cut. If the failure is a total power loss to only your property call an emergency contractor.

NO WATER

YES

Call the utility supplier & Severn Trent and check with your neighbours. If the failure is only within your property then call an emergency contractor & report the issue via this portal.

SECURITY ALARM MALFUNCTION

NO

If there is an alarm maintenance contract call the Alarm company directly & report the issue via this portal.

TOILET WON’T FLUSH

NO

As a temporary solution use a bucket/jug/saucepan of water to flush the toilet & report the issue via this portal.

 

If you call a contractor and it is not an emergency situation you will be responsible for paying the contractors’ bill. See our earlier definition of an emergency situation.

If your emergency situation is within office hours
contact Belvoir Gloucester office immediately. – 01452 387 334

APARTMENT WITHIN A BLOCK
If you are renting an apartment, Belvoir only manage the inside of the apartment. Any issues ‘outside your apartment’s front door’ will be managed by an assigned Block Manager. For example, noise complaints, car parking issues, problems with communal entry doors / gates, corridor lighting and cleanliness. Ensure you are aware of who manages your apartment block. This information will be displayed on the communal area notice board by the front door.

 

Recommended contractors below (see earlier notes if a contractor is not available).

EMERGENCIES WITH GAS BOILER, PLUMBING AND WATER LEAKS FROM PIPEWORK.
If a fault develops outside of office hours we will organise an engineer to attend during normal working hours to repair the issue in line with guidance provided by The Property Ombudsman (TPO) and within a reasonable period of time, based upon the average homeowner.

When reporting the problem to a contractor please ensure you are able to specifically describe the problem.
If there is a British Gas homecare policy in place contact British Gas. Details would have been provided to you and British Gas will have performed your Gas Safety check.

Bear Heating 07427 394 544
Blu-Fish 01242 235 613
24/7 Emergency Plumbers 01242 375 049
and leave a message.

 

ELECTRICAL PROBLEMS INCLUDING ELECTRICAL HEATING SYSTEMS. 
If there is a homecare policy in place contact the provider, details would have been provided to you.
DLB 01242 508 000
Blu-Fish 01242 235 613.
and leave a message.

 

LOCKSMITH.
If you have lost your keys or locked yourself out then you are responsible for contractor payment and organising a locksmith to gain access and possibly replace the locks. To avoid this we recommend you make a copy of the key and leave it with a trusted person.

Assured  07368 377 054,

Locksmiths Gloucester 07969 476 444

Jardines 07939 263 660

Gloucester Locksmiths 01452 306 824

and leave a message.

 

LEAKING ROOFS
Assured  07368 377 054
and leave a message.

 

BLOCKED DRAINS
Drainaway 01452 413 335

Cotswold Drain Services 01452 855 233

and leave a message.

ISSUE DETAILS

WHAT IS THE ISSUE? 

WHAT KIND OF ISSUE IS IT?

GAS / ELECTRICAL APPLIANCE?

APPLIANCE

MAKE & MODEL

Do you give consent for a representative to access your property if we hold a set of keys?

MORE INFO - PHOTOS (Max. 6) 

Please take up to 6 photos of the issue below

YOUR DETAILS

NAME

EMAIL ADDRESS

POSTCODE

Please enter a postcode
No user account found. Please enter your full address below

CONFIRMATION

Thank you for submitting this issue! We have recieved it and will be in touch soon.