Now that you are in your Broad Court house, we want to make your life as easy and comfortable as possible.
When you collected your keys you will have been given a property handbook, this includes some general information to consider at the start, during and at the end of your tenancy. In case you have temporarily misplaced this handbook, we provide it here Download Property Handbook.
If you believe the leak is not on your property, or you are unable to turn off the supply for any reason, please call National Gas Emergencies on 0800 111 999. They will visit and make safe by turning off the supply, but will not carry out any repairs.
Check your electricity fuse board to see if one of the circuit breakers has tripped. Usually, you will be able to reset the breaker without any problems by simply flicking it across to the original "on" position. Circuit breakers tripping can be caused by a light bulb failing, which will need replacing, or by a faulty appliance (e.g. kettle or hairdryer) - try unplugging all appliances and then resetting the circuit breaker /s. If this does not remedy the problem please report the details to us.
If you lock yourself of your house or bedroom outside office hours please phone 07772 781 210 and a contractor will call to let you in please note there will be a £40 (including VAT) charge for this call out before 10:00 pm, rising to £75 (including VAT) after 10:00 pm and at weekends and bank holidays. You may need to leave a message on the answering machine if the contractor is on another call.
If the leak is outside your property, please call Severn Trent Water on 0800 783 4444.
We have an emergency contractor who can be contacted at any time if you have an urgent maintenance issue that cannot wait until the next working day. Before you call them, make sure that there are no details of other maintenance contracts you landlord might have (e.g. British Gas cover) as you may be charged for callouts the landlord doesn't deem necessary! These details will have been given to you at the start of your tenancy along with the Property Handbook.
For an urgent issue please phone 07772 781 210
(This number may ring through to the messaging service. If so, please leave a message and this will be picked up and dealt with accordingly)
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
· We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
· We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
· If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
· We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
· If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP 01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.