Tenant FAQ's

It is important you look after your rented property and report a repair as soon as possible.

Report a repair, click here

This information is designed to highlight some examples of likely repairs and is not intended as an exhaustive list. Please note that Hemmingway is not financially liable if the response times are not achieved. We will do our best to work towards them, but they are a guideline only.

In certain circumstances, additional works might be required that have a timescale dependent on available resources. Should you require an update on any repair please contact the property team.

This document is intended as a guide for maintenance response and we ask all tenants to check their lease/AST regarding maintenance responsibilities before contacting the office to avoid unnecessary delays or charges.

 

We have put together the following standards for our responsive repairs service.

  • Emergency Repairs - Initial contact within 4 hours with the repairs to be completed within 2 working days.

  • Urgent Repairs - Completed within 5 working days.

  • Routine Repairs - Completed within 15 working days.

 

In most cases the repair will be completed before the end date, however, if this is not achievable you will be notified of the revised date and the reasons for a delay. Should you require an update on any repairs, please do not hesitate to contact the property team.

A member of the maintenance team will contact you within 48 hours to advise you of an engineer’s visit. 

 

All maintenance matters and requests must be reported by email to ensure that they are logged, recorded and tracked. Unless the matter is an emergency, we ask that all repairs are reported via email at office@hemmingway.com

The property team will pass the repair to our maintenance contractors who will be in contact with you to arrange access for a contractor to attend the property.

 

In the event of an emergency please phone the office to report the problem (Open Monday - Friday 9.00 - 17.00). If the emergency out of hours (Monday - Friday, 17.00 - 09.00, and all day Saturday & Sunday) then your call will be redirected to our out of hours answering service and they will access the emergency and advise you accordingly.  Please note they are not able to deal with non emergencies.

 

In the unlikely event of household problems necessitating repair, any maintenance matters and requests that do arise must be reported, via email to office@Hemmingway.com, so that they can be logged and recorded. Unless the matter is urgent we ask that all repairs are reported via email.

In the event of an emergency please phone the office to report the problem (Open Monday - Friday 9.00 - 17.00). If the emergency is out of hours (Monday - Friday, 17.00 - 09.00, all day Saturday & Sunday)then your call will be redirected to our out of hours answering service and they will access the emergency and advise you accordingly.  Please note they are not able to deal with non emergencies.

 

See below for the maximum time that you should wait before a repair is carried out. In most cases, the repair will be completed before the end date, if this is not achievable you will be notified of the revised target date and the reasons for delay. If you report a repair and do not hear from us or our contractor, please call your nearest office.

E-mail: office@hemmingway.com Open Monday to Friday 09.00 - 17.00, excluding Bank Holidays.

  • Emergency Repairs - Initial contact within 4 hours with the repairs to be completed within 2 working days.

  • A member of the maintenance team will contact you within 48 hours to advise you of an engineer’s visit.

 

Emergency repairs may include:

  • A water pipe leak causing serious damage

  • A blockage where raw sewage is overflowing into a home or garden

  • Electrical faults where there is a danger of fire or injury

  • Blocked toilet which cannot be used (if there is only one toilet in the property)

  • No electricity or water supply

  • A heating system that has broken down in winter

  • A severe leak through the roof

  • An uncontrolled gas leak - if you smell gas you should immediately telephone National Grid (formerly Transco). Their number is 0800 111999 and they will deal with any report of a gas escape free of charge

 

Urgent Repairs to be completed within 5 working days.

Urgent repairs may include:

  • Plumbing leaks or defects

  • Unblocking a kitchen sink, bath or hand basin

  • Checking the electrics after a water leak

  • Repairing a heating system

  • Some electrical faults

  • Roof leaks (if causing damage to the property)

  • Repairs to external door mechanisms/locks

 

Routine Repairs to be completed within 15 working days.

Routine repairs may include:

  • Repairing electrical sockets 

  • Repairing rotten timber flooring, stair treads or broken bannister rail

  • Repairs to internal doors, locks and handles

  • Repairs to kitchen fittings

  • Dripping or leaking taps/shower head

  • Repairs to external walls and fences 

  • Repairs to walls, brickwork, slate or tiles

 

Lockouts are not considered an emergency. During opening hours, Hemmingway may be able to lend you a set of keys if we hold them. In the event of being locked out of your property, in the evening you may have to make alternative arrangements to stay elsewhere for the night or call an emergency locksmith. You will be liable to pay for this service. If the lock has to be replaced, you must ensure the property department are informed and given a set of the new keys within 24 hours. 

Report a repair, click here

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