Maintenance reporting & Response times

Repairs and maintenance can be reported via your WhatsApp group, with a phone call to the office on 01522 802020, or on the online maintenance portal where applicable. For issues to be responded to promptly please include as much detail as possible. If there is not enough detail, we will contact you to discuss the repair before sending an appropriate contractor.

Unless you specify otherwise, a contractor will attend the property with our management keys. If you are not home, they will enter the property to diagnose the repair. We always need to seek permission from the Landlord before a repair is carried out and we try to get this as quickly as possible. We’ll keep you updated on the status of your request. During your tenancy, it’s likely you’ll come across property maintenance that you may not have seen before or issues that maybe your parents dealt with. Part of renting a property means that you will need to look after it. We only work with landlords who commit to maintaining their properties to a high standard, however we politely request that you should bear in mind most properties in Lincoln have been around for at least 100 years and may require some TLC when you’re living there.

You can find some useful hints and tips on our Regular Household Maintenance guide for the everyday maintenance issues that you'll be able to solve yourselves.

Response times

Our contractors prioritise jobs depending on the severity of the maintenance issue reported. The list below is not exhaustive, but gives a guideline of how quickly maintenance will be attended to:

Urgent maintenance, usually within 3 hours, up to 24 Hours  

• Burst pipes or severe water leaks
• Total loss of electric power   
• No heating or hot water  
• Blocked toilet or leaking foul drain
• Reports of mould 
• Unsafe lighting socket or electrical fitting 
• Gas or CO leakage 
• Unsecure external window, door or lock  

High priority maintenance, normally within 48 Hours 

• Shower failure (If there are no other means of bathing)  
• Blocked sink, bath or basin 
• Partial loss of electric power
• Tap which cannot be turned on or off 

Non-urgent maintenance, within 5 Working Days 

• Appliance failures  
• Minor leaks  
• Furniture repairs and replacements  
• Meter readings 
• Leaking roof