How to Report a Repair to Maxine Lester Residential Lettings

During Office Hours telephone: 01480 494967

Out of Office Hours telephone : 07818 894071
The out of office hours number should be used for emergencies only.

If you know the name of your Property Manager please ask to be put through to this person, If you are not sure please ask to be put through to the Property Management Team who will be able to assist you. They will ask you for your name and full address which enable the Property Manager to access full information for your property including the repair history. Your repair need will then be passed to your Landlord, if appropriate, for the necessary authorisation. Once the authorisation to proceed is received [if applicable] it is passed onto the correct contractor and given the appropriate priority. It is essential that you provide a contact telephone number for access so the contractor can contact you to arrange an appointment. Our contractors have existing authority to enter a property without you needing to be present.

If you wish to email us

You can email info@maxinelester.co.uk. If you are reporting a repair via email please ensure you give as much information as possible (e.g; if you are reporting a window repair please specify whether the window is UPVC or wooden). You must also provide details, including a contact telephone number so we can contact you if further information is required and to give to the contractor so they can arrange an appointment. If you do not recieve a reply it may be that you email has gone into our spam filters. Therefore we will always advise that you follow any email up with a phone call.

How quickly will the repair be done?

We assign a priority to works orders that we issue to our contractors so they know how quickly we would like the work to be done. We monitor our contractor’s performance by checking whether they have completed all orders within target. While we endeavor to ensure the targets are met, there are going to be occasions where the timeframe cannot be achieved, for a variety of reasons. If the contractor feels there may be a delay, he or she will try to contact you and make you aware of the delay.

The priorities are as follows:-

Emergency – within 6 hours*

This priority is ONLY used where there is an IMMEDIATE RISK to the resident’s health or security. Examples are:-

Board up for security
Gas leaks/supply failure
Burst to water supply/loss of supply
Total loss of electrical supply

High importance – within 24 hours *

This priority is to be used when there is a risk to the resident or the property if the repair is not dealt with quickly, such as:-

Partial loss of power
Unsafe power, lighting, electrical fitting (Where there is immediate danger).
Partial loss of water supply
Partial loss of gas supply
Blocked toilet (where there is only one in the property). Please note that if the blockage has been caused by having inappropriate matter put down it. The cost will be down to you
Blocked flue to open fire or boiler
Total or partial loss of space or water heating
Blocked or leaking foul drain, soil stack or toilet pan (where there is another toilet in property)
Leak from water or heating pipe, tank or cistern
Leaking roof (Make safe in 24hrs/complete in 5 days)
Loose or detached banister or handrail
Rotten timber flooring or stair tread
Fire door closures

General – within 5 working days *

This priority is for repairs that cause substantial inconvenience such as:-

Door entry system not working
Extractor fan to internal kitchen or bathroom not working
Externally leaking overflows
Defective light fittings/sockets
Minor plumbing leaks e.g. waste pipes/radiator valves

Ongoing – within 28 days *

These are repairs that do not cause serious inconvenience such as:-

Brickwork
Cupboard/sink units
Internal doors/fittings
Fencing/gates
Floor/wall tiling
Garages
Guttering
Outbuildings
Plasterwork
Window adjustment

* all times are an estimation and will be dependent on the time of the call i.e we cannot promise to have an electrician with you within 6 hours if you call us at 10 pm.