Maintenance Issue Reporting and Tracking Tool
Maintenance Issue Reporting and Tracking Tool
Welcome to our Maintenance Issue Reporting and Tracking Tool. This system ensures your maintenance concerns are addressed promptly and effectively, keeping you informed every step of the way.
Why Use Our Tool?
Guaranteed Receipt: Be assured that your maintenance issue is received and logged.
No More Chasing: Eliminate the need for follow-up calls to check the status of your issue.
Quick Resolutions: Detailed reports, especially with photos, enable faster problem-solving.
Helpful Resources: Access advice on common issues not covered by your tenancy agreement.
Stay Informed: Receive updates as work progresses to keep you in the loop.
Messaging System: Communicate any additional details directly to us.
Benefits of Proper Reporting
Prevent Escalation: Addressing issues early prevents them from worsening, avoiding potential liability for damages.
Efficient Service: Clear and detailed reports enable our team to resolve issues more efficiently.
How to Report an Issue
Detail the Problem: Provide a clear description of the maintenance issue.
Upload Photos: Include photos to help us understand the problem better.
Submit the Report: Once submitted, we will acknowledge receipt and begin processing your request.
Track Progress: Follow updates on the status of your maintenance issue.
Communicate Updates: Use the messaging system to provide any additional information or ask questions.
By using our tool, you ensure a smooth and efficient resolution process for all your maintenance concerns, keeping your property in top condition and avoiding unnecessary costs.
Feel free to reach out if you have any questions or need assistance using the tool. Your satisfaction and the maintenance of your property are our top priorities.
Reporting Maintenance issues should be reported as follows.
Managed Properties: You have access to a 24/7 Maintenance Team, but in the first instance please follow the guidance below.
Call out categories:
Emergency call out – Response within 24hrs includes.
A Gas Leak. Any smell of gas.
Ringing of any carbon monoxide alarms.
Sudden major water leaks that cannot be isolated by the water main stop tap.
Standard call out- Response within 72hrs.
All other call outs will be responded to as quickly and efficiently as possible, to suit the contract holder & landlords demands.
Any damage caused to any appliance, pipe or component caused by the contract holder or any other 3rd party will not be covered by the landlord and will result in a call out fee charged to the contract holder.
Any call outs that are deemed unnecessary by Move2here will result in a call out charge. i.e. a contract holders misuse of an appliance e.g. Power off to an appliance, room thermostat turned down etc. (this is not an exhaustive list)
Any advice on how to operate an appliance will be available via a telephone or email conversation. During the annual service/inspection visits any system controls or operation instruction can be demonstrated to the customer on request.
PLEASE PAY CLOSE ATTENTION TO THE FOLLOWING EMERGENCY PROCEDURES
Gas Escapes/Smell of Gas.
Do Not
Operate any electrical switches (on or off)
Smoke or use a naked flame
Do
Open doors and/or windows to ventilate the area
Check your gas appliances and turn them off
Turn the gas supply off at the main meter
Telephone the National Grid Emergency Service on 0800 111 999, Please report using the link above
Fire.
If there is a fire on the premises:
IMMEDIATELY activate the fire alarm (if appropriate), evacuate the premises and TELEPHONE the Fire Brigade.
IF YOU CAN, ISOLATE the gas supply at the main meter ONLY if safe to do so TELEPHONE National Grid Emergency Services on 0800 111 999
Call out categories:
Emergency call out – Response within 24hrs includes.
A Gas Leak. Any smell of gas.
Ringing of any carbon monoxide alarms.
Sudden major water leaks that cannot be isolated by the water main stop tap.
Standard call out- Response within 72hrs.
All other call outs will be responded to as quickly and efficiently as possible, to suit the contract holder & landlords demands.
Any damage caused to any appliance, pipe or component caused by the contract holder or any other 3rd party will not be covered by the landlord and will result in a call out fee charged to the contract holder.
Any call outs that are deemed unnecessary by Move2here will result in a call out charge. i.e. a contract holders misuse of an appliance e.g. Power off to an appliance, room thermostat turned down etc. (this is not an exhaustive list)
Any advice on how to operate an appliance will be available via a telephone or email conversation. During the annual service/inspection visits any system controls or operation instruction can be demonstrated to the customer on request.
PLEASE PAY CLOSE ATTENTION TO THE FOLLOWING EMERGENCY PROCEDURES
Gas Escapes/Smell of Gas.
Do Not
Operate any electrical switches (on or off)
Smoke or use a naked flame
Do
Open doors and/or windows to ventilate the area
Check your gas appliances and turn them off
Turn the gas supply off at the main meter
Telephone the National Grid Emergency Service on 0800 111 999, Please report using the link above
Fire.
If there is a fire on the premises:
IMMEDIATELY activate the fire alarm (if appropriate), evacuate the premises and TELEPHONE the Fire Brigade.
IF YOU CAN, ISOLATE the gas supply at the main meter ONLY if safe to do so TELEPHONE National Grid Emergency Services on 0800 111 999
Contract-holder payments in default
In accordance with the Renting Homes (Fees Etc.) (Wales) Act 2019, the following charges will be applied to you during the contract:
a) £20 inc VAT should the landlord write to you as a result of a direct breach of any of the terms of the contract by you, such as avoidable, purposeful or neglectful damage to the dwelling.
b) After the end of period of seven days beginning with the due date, a daily charge equivalent to the Bank of England base rate + 3% will be applied to overdue rent payments.
c) Should you wish to end the contract before the end of the fixed-term and the landlord or Move2here Limited is required to find a replacement contract-holder to fulfil the remainder of the term, a one-off charge of 60% of the total monthly rent will be applied and is payable before the dwelling is re-advertised. You remain fully responsible for all obligations under this contract until a new contract-holder has signed an occupation contract.
d) A charge equivalent to the cost of replacement keys/permits for the non-return of any keys/fobs/parking permits at the end of the contract (see term 41(c)) or for the replacement of lost keys/parking permits during the course of the contract.
e) £25 charge each time Move2here Limited or the landlord has to come to allow you entry to the property due to lost or keys left inside the property to you during the contract.
f) Should you miss an appointment pre-arranged by the landlord, such as arranging to carry out remedial work or an inspection at the dwelling, and you subsequently refuse entry or aren’t home to allow entry, resulting in charges to the landlord, these will be charged to the contract holder (s).
g) £40 where the landlord arranges for somebody to attend the dwelling at your request, such as but not limited to a plumber, electrician, builder or glazier, when the need for a call-out was caused by you. You will also be liable to pay the relevant person’s call-out, labour and materials charge(s).
h) Should one or more, but not all, joint contract-holders wish to withdraw from this contract and end their obligations before the end of the fixed term, the landlord agrees providing the outgoing or remaining contract holder(s) source adequate replacement contract-holder(s) and the existing contract holder will pay the sum of £180 where up to two contract holders are named on this contract, plus £60 for every additional named contract-holder on this contract. The adequacy of the replacement contract-holder(s) will be determined by the landlord.
