Tenant reporting protocol Out of Hours Lettings maintenance reporting protocol and emergencies: As a polite reminder we ask tenants refresh themselves with the following reporting protocols. Especially important over the holidays and any cold spells, thank you. In the first instance, ALL issues need to be reported via the FIXFLO fault and maintenance reporting service. This is available to all tenants all year round. If you have not had the link, please email rentals@shepherdsestates.co.uk and request your link to the portal. Regardless of the nature of your report, it MUST be logged onto the system. The out of hours emergency letting line is a monitored service, for extreme emergencies only. It is not a 999-reactive service. We aim to respond to priority emergencies as soon as practicable. If you have a 999 emergency, please do call the emergency services. If you report a maintenance issue during out of hours - between 6.00pm-8am, you are NOT likely to get an emergency callout and it is likely you will get a trade visit at their next available slot in normal working hours. It is a legal requirement for the landlord (not agent) to respond to property failure, within a reasonable timeframe. If your hot water or heating fail out of hours, it is reasonable to send a trade person the next working day, when they have access to trade-outlets for parts and can work in day light. It is unreasonable for a tenant to assume they will get a call-out regardless of the issue and time. FOR EXAMPLE: During peak periods and cold snaps, British Gas will offer appointments within 36-72 hours, and within 24-36 hours, if the household has any vulnerable or sick family members. ** British Gas current callout times as @ 16/12/2021 is early JAN! When calling the emergency letting line, you are likely to be reporting (for example). 1. The security of the tenant/property are at risk 2. There is serious fire, uncontainable water escape, or severe damage to the property, which the landlord needs to secure immediately.
Demanding immediate attendance and threatening staff is unreasonable and will not be tolerated by Shepherds employees. We work as the third party between landlord and tenant and will always act as reasonably and as swiftly as possible regarding trade visits and remedy. Out of normal working hours or late in the evening, it is unlikely a heating, hot water, or electrical failure can be fixed immediately, without parts. It is also risky working in the dark, as it can be a hazard. To reiterate: We will do our best endeavours to secure the earliest appointment possible, to limit your discomfort in all situations but within the scope detailed above. Examples for Emergency attendance.: Serious water escape, that the tenant cannot stop/or temper with a bucket (for example), storm damage to the fabric of the building or roof, serious fire, or severe damage caused by a break-in. CHRISTMAS OPERATING TIMES: CLOSED 24TH DECEMBER – REOPENING TUESDAY 4TH JANUARY 2022. Our letting line will be monitored, as is our 24hour maintenance reporting system – fixflo and rentals@shepherdsestates.co.uk