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Reporting a Maintenance Problem

Please read the below guideline to reporting a maintenance issue at your property then complete the form at the bottom of this page to report your issue.

Things to consider before any problems occur:

Make yourself familiar with the property.

Identify the mains stop-cock to turn off main water supply, as well as the Gas supply.

Locate the Electrical Fuse board and the mains switch.

Test the Smoke Alarms and Carbon Monoxide Alarms regularly.

Describing in some detail the problem that you are experiencing; it might also be beneficial to send up to 4 photographs.

In all circumstances we will require approval from the Landlord before any job is processed, this can take up to 3 working days, please be patient.

We may also require an initial site visit by our contractor to arrange a quote before the works are authorised, so please bear in mind that we will need access to your property to do this.

Once we have received your email, it will be dealt with on a priority basis, being:


  • Escape of water that cannot be contained
  • Break In

High priority 24-48 Hours

  • Power Cut
  • Boiler cut off
  • Security of Property
  • Substantial Water Leaks

General Priority 3-5 days

  • Pest Control
  • Kitchen appliances
  • Billing/Account Matters
  • Blocked Drains

Low Priority up to 15 days

  • Internal Refurbishment
  • Cleaning
  • Furniture requests
  • Gardening

Boiler Problems (incl hot water & heating) Before reporting an issue please check

  • The boiler is on
  • The thermostat and timer are correct
  • If a prepaid meter, that there is money on the account
  • The boiler has the correct pressure (this is a tenant responsibility)

Blocked Pipes

There may be instances where the property appears to have a blocked drain, or show signs that there could be a blockage in the system.

Initially this is your responsibility to unblock, if it is in the parameters of the property.

Please be aware that if the problem persists and you request Grey & Co to employ a drainage specialist, who deems it to have been caused by a foreign object, such as a 'baby wipe' or a build up of grease, then you could be held responsible, and expected to cover any charges.

Condensation/ Black spot mould

These problems are normally caused by tenant occupation and not structural problems. This can be solved by proper ventilation, by regularly opening windows, using extraction fans and correct use of heating systems. It may also help you to purchase reusable dehumidifiers if the problem persists.

We can provide you with an information booklet upon request.


If you find yourself in an emergency situation please contact the relevant emergency services immediately.

If you smell Gas call National Grid Gas Emergencies (Formally Transco Gas) – 0800 111 999 (This is a 24-hour emergency line)

Please then call our emergency line 07516 164 743 or 07592 504 187 and leave a message which will be monitored out of hours.

What is NOT deemed an emergency:

  • Pest control
  • Faulty kitchen appliances
  • Loss of heating and/or hot water
  • Lost keys

Please note: An emergency is something that could not have been foreseen and which could cause serious damage to the property or yourself. If a contractor is called out as an emergency when an emergency repair is not justified, then you are liable to be charged for all costs concerned.

Out of Hours

Should an issue occur after 6.30pm (during the week), after 4pm (Saturday) and all day Sunday please follow the normal maintenance reporting procedure and it will be dealt with during normal working hours.

If you need any advice in respect of the above please do not hesitate to contact us on 02089041235.

Your Property Manager is: Jo Winter call: 07592 504 187 or 07516 164 743 email:

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