Every maintenance issue should be reported by email to maintenance@emluk.com. Reporting in writing means your issue is logged, tracked and visible to everyone in the office who might need to act on it. Nothing depends on one person remembering a telephone call.
What to include
The more complete your first report, the faster the issue is resolved. Incomplete information is the most common cause of delay, because someone has to write back and wait before anything can be instructed.
Please tell us:
- Location. Exactly where in the property the issue is: kitchen, bathroom, main bedroom, hallway. If the property has more than one of something, say which one.
- Description. What is happening, in plain terms. A dripping mixer tap in the kitchen. A light switch in the hall that does nothing. An oven that heats but does not hold temperature. Note when it started and whether it is getting worse.
- Photographs or video. Attach them wherever you can. A photograph of a leak, a stain, an error code on a boiler display or a tripped consumer unit will often tell a contractor more than a paragraph will, and may determine whether a visit is needed at all.
Please also include the full property address and a telephone number we can reach you on. Contractors need to arrange access directly with you.
What happens next
Your report is logged and assessed. Where the work is our responsibility we obtain a quotation, seek the landlord’s authority where required, and instruct a contractor who will contact you to arrange access.
Where the issue is one of the routine items that falls to the tenant under your tenancy agreement, we will tell you and explain what to do. Those items are set out in full under tenant maintenance responsibilities. It is worth reading before you report, as it may save you a wait.
Access
Almost every delay after instruction is an access delay. If you can give a contractor a range of times, or authorise them to hold a key, the work will be done sooner.
Office hours
The maintenance inbox is worked Monday to Friday, 9.00am to 5.00pm. Emails received outside those hours are dealt with on the next working day. Genuine emergencies outside office hours are covered by the out-of-hours procedure.