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Maintenance

 

When should I call?

You can report a repair by calling us on 0191 265 8046 or emailing us at info@holmesandhunters.com

If the situation is an emergency and occurs out of business hours, please call the Emergency Number on 0777 927 9063. If no-one is available to take your call please leave your name, contact number, the address of your property, and a description of the situation. We will get back to you as soon as possible.


TERMS & CONDITIONS

What's defined as an emergency?

The specific definition of a maintenance emergency is: an issue that is dangerous, hazardous or if not addressed immediately could cause damage to the property or your personal well-being (e.g. flooding, no heat in the winter or a gas leak).

What's NOT an emergency?

An emergency is not an annoying sound, appliance malfunction, drain stoppage and the like, while inconvenient these are not considered emergencies and will be handled by our office on the following business day.

Entering Without Permission

If Holmes & Hunters determines this work order and all necessary repairs constitutes an emergency, to protect the property from damage or safety issues, we reserve the right to enter the property without tenant permission at the soonest possible time a service technician is available.

We will endeaver to carry out non-emergency repairs when we have other jobs of a similar type and priority in your area to make sure we are providing tenants with a value for money service. Less urgent repairs include things like repairs to fencing, doors, windows, floors, work to kitchen fittings and other minor issues.

Cancellations

If the maintenance issue is resolved before your scheduled appointment, please call to cancel the appointment to avoid being charged for an unnecessary technician visit.

Providing access

Please make sure you provide us with access to your home for the agreed appointment. Where access is not provided or refused we may charge you up to £60 for the visit.

Recharges

Where it has been identified that residents have caused daage to their property, undertaken unauthorized alterations, or left possessions and/or rubbsh behind when vacating, we will proactively seek to recover the costs from those residents for the costs incurred to rectify the damage/issues

Where a non-emergeny repair has been requested and it is evident that it is due to tenant damage, the tenant will be liable to pay for the full costs of the works being carried out.


 

Below are some key contacts for specific maintenance issues:

Smell Gas?

If you can smell gas please call the gas emergency services on 0800 111 999.

Loss of Gas / Electricity?

If the problem you are experiencing is connected to loss of gas / electric please call your supplier.

Lack of Hot Water?

If your problem is connected to lack of hot water or heating please ensure you have checked the pressure gage on your boiler before reporting the issue to Holmes & Hunters.

Fire or Medical Emergency?

In the case of a medical, fire, or other emergency situation that could involve immediate peril to you or someone surrounding you always call 999.

If you experience an emergency, please follow the steps outlined above. Please note, if the problem occurs in the middle of the night it is very unlikely we will be able to dispatch a contractor to the property until the morning, so please try and contain the emergency as best as possible.

 

 

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Complaints Procedure

To read more about our complaints procedure please click here.