A clear repair process for managed properties.
Property managers need a clear record of the defect, a practical recommendation and timely updates for tenants and owners.
How to submit a property
Send the property address or postcode, your role, the reported problem and when it began. Include the contact responsible for approving work and any safely taken photographs. For several properties, identify which issue belongs to each address.
Signs reported by tenants
Typical reports include ceiling stains, recurring drips, damp around a chimney or tiles on the ground. Ask for the room and position affected, when it happens and whether water is still entering. Tenants should not access the roof to investigate.
Possible causes
Water ingress may involve coverings, flashing, chimney details or a flat roof junction. A report or photograph is a useful starting point, but the source and repair scope need assessing rather than being assumed from the symptom.
Access and tenant coordination
Tell us who will arrange entry, any restrictions at the property and the best contact for access. Agree how appointment information and updates will be shared with the tenant, agent and owner. Attendance arrangements and timescales are confirmed for each job.
How we assess and repair
After assessment, the findings and proposed work form the basis for the repair scope and quote. Discuss the photographs or written records you need for the property file.
The person authorised to approve work reviews the scope before the repair proceeds. If further defects are found, additional work and costs need discussing with the nominated contact. Completion information should reflect the work that was agreed.
Maintenance and repeat enquiries
For recurring issues, share earlier repair records and whether the symptoms have changed. We can discuss further assessment and maintenance needs for the property. Repeat work, reporting requirements and any response arrangements are agreed individually rather than covered by an assumed service-level agreement.
Your questions answered
Can an agent enquire on behalf of an owner?
Yes. Include your role, property details and the contact authorised to approve the quote. Make the access arrangements and approval process clear at the outset.
Can you coordinate access with a tenant?
Discuss who should be contacted and how access will be arranged when submitting the property. Any appointment and communication arrangements need confirming for the job.
Do you offer a guaranteed response time for managed properties?
No service-level commitment is stated here. Availability, communication needs and timescales are discussed and agreed for each enquiry.