Reporting Maintenance

We want to deal with maintenance issues efficiently, so if the issue is non-urgent, we politely ask that you report this to us in one of two ways.

1. Via your Property File Login

You will have received an invite to use this facility; if not, then please contact us and we can activate this for you.

2. If you don’t have a property file set up – please email maintenance@hwwhite.co.uk

Please attach a photo/s of the area or issue you are reporting, as this will be useful for us, the landlord, and the contractor.

PLEASE NOTE: If the matter is deemed a tenant’s responsibility or down to user error, you may be charged for any contractor visit. 

If the matter is urgent, please call the office as normal TEL: 01722 336422.  Outside our office hours, please see our Emergency numbers  (You will see details of when we are open during the holidays on our Contact page) 

What happens Next

1. You will receive a further update on your submission from a member of the maintenance team normally the next working day (if you don't receive an update, then you can contact us via email at maintenance@hwwhite.co.uk. If you have a property file login, the maintenance status and updates will be updated online.

2. If the issue raised is your landlord's responsibility, then we will contact them for their formal instructions to act and instruct a contractor.

3. We will endeavour to keep you updated via e-mail. (Accordingly, please make sure we have your up-to-date email & telephone numbers)

**Please note that the instruction to carry out remedial works will be subject to approval by your landlord, the availability of the appropriate contractor(s), and the availability of any parts.

Maintenance is then categorised as follows:

Category	Criteria	Next Steps
Emergency Repairs	Any defect resulting in any one of the following: risk of danger to the health, safety, and security of a tenant at the property; or risk of danger to the health, safety, and security of a third party at the property; or a defect that affects the structure of the property.	** Make safe as soon as possible and generally within 48/72 hours of notification.
Urgent Repairs	A defect that relates to any of the following and makes the property uninhabitable: the exterior of the property; or the installations in the property for the supply of water, gas, and electricity and for sanitation (including basins, sinks, baths and sanitary conveniences); or heating or hot water.	** Where possible, these issues will be dealt with within three to four working days of the notification.
Non-Urgent Repairs	Any other defect.	** These will be dealt with as soon as is reasonably practicable normally within 14 to 28 days, depending on the nature of the issue.

Upon review of each maintenance issue, we will consider if you have notified us of any vulnerable occupiers at the property.

We would remind all our tenants that in all cases, we will require the landlord's authority before instructing a contractor. Only in an emergency and where we have not received instructions within a reasonable timeframe will Whites be in a position to authorise works on behalf of the landlord.