Repairs FAQs

Repairs

At some point during a tenancy something is going to fail, break or need replacing. At Oak Student Letts we understand this. In order to make the process as efficient as possible we will need some help from you, the tenant.

In order to report the repair, please use the “Report a repair” function on our website which is the most effective way of providing us with all the information we will need to promptly fix the issue. It is also worth noting the following.

1. Please report the repair by email, ideally using the “Report a repair” function on our website. This allows us to track repairs and prevents matters getting confused, which often happens with phone messages.

2. Please report the repair yourself rather than asking somebody else (e.g. parents or friends) to do it as we may well have questions which can only be answered by the person living in the property. We do reserve the right to not accept reports from non-tenants.

3. Most houses will have a useful green folder that contains the basic information of how to find your stop tap, fuse board etc.

4. When you report the repair we need as much information as possible in order to effectively fix the issue. We need to know where you live, who you are and how we (or a contractor) can contact you. In the “report a repair” link these steps are laid out to help you.

5. Please comprehensively describe the problem. As an example please tell us specifically that your radiator is colder than you expect it to be - rather than telling us your heating is not working. Also if a shower is not working we would need to know if we need to send an electrician for an electric shower or a plumber to a shower powered by a boiler.

6. Before reporting the repair you need to think whether it's something you can tackle yourself. If a light bulb needs changing this is up to you; if the bulb has a cover it can be removed. Part of the fun of renting your first house is learning the skills that are required in later life and there are certain jobs like bleeding radiators that for the first time will be your responsibility.

7. All the contractors working for us have full public liability insurance. We expect our staff and contractors to be courteous to you and they will do their very best to ensure that they work around you to get the job done properly. Please also be courteous and respectful to them as they help you. At times it may be essential that a contractor enters your room to undertake work and on those occasions it is a common decency to dress appropriately and not to stay in bed.

8. Please be aware that you will need to pay if we attend your property and there is either no fault or the issue has been caused by yourself. If an appointment is made to meet a contractor and you do not attend, you will also have to pay the call out fee.

9. We don't offer a full 24-hour service but we do have an “out of hours” telephone which we will monitor on a regular basis outside of office hours. Please call or text 07507 459903 and leave a message. We will try to help you but please bear in mind that most contractors don't offer a 24-hour service and even if they do the service may will be limited (e.g. a 24-hour plumber called out to a leak on Saturday night will just turn off the stop tap until Monday morning). If you have a break in you will need to report the matter to the Police and have a Police “scenes of crime” assessment before we are able to secure the property. If you have locked yourself out your house at three in the morning it's unlikely we are going to be able to help and you will need to either call a locksmith (at your expense) or wait till the next working day when we can attend. Please do bear in mind that if we attend and it is as a result of inappropriate action in your behalf we reserve the right to charge you.

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