Current Tenants

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.

Maintenance Requests 

If you have a general maintenance request or query at your property, please contact us during office hours on 0121 414 1617 or alternatively email your request/ query to [email protected]. 

In Case of Emergency

Smell Gas?

  1. Immediately turn off the gas supply to your property at the meter. All tenants should know where the meter is and have access to this room (often the downstairs bedroom) at all times
  2. Report the problem to us and we will arrange an engineer to call as soon as possible

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.

 

Lost Power?

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.

 

Locked Out?

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.

 

Big Leak?

  1. Turn the supply off at the stopcock (make sure everyone knows where it is - usually just under the kitchen sink)
  2. Report the problem to us

If the leak is outside your property, please call Severn Trent Water on 0800 783 4444.

 

Other urgent problems

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)
 

Complaints Procedure

We are committed to delivering a professional, efficient, and high standard of service to all clients and customers. If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we can investigate your concerns and seek to resolve them promptly and fairly.

Where appropriate, we will make reasonable adjustments to ensure that our complaints process is accessible to all consumers. This may include providing additional support to individuals who may be disadvantaged due to age, disability, illness, bereavement, financial circumstances, language barriers, or difficulties with literacy or numeracy.

Making a Complaint

Complaints should be submitted in writing and should include as much relevant information as possible to assist our investigation.

Upon receipt of your complaint, we will follow the procedure set out below.

Our Complaints Handling Process

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint in writing within three working days and provide a copy of this Complaints Procedure.

Stage 2 – Investigation

Your complaint will be investigated by the Office Manager or another appropriate member of staff. The investigation will include a review of all relevant records and discussions with any staff members involved.

We will provide our written response, setting out the outcome of our investigation, within 15 working days of receiving your complaint.

Stage 3 – Internal Review

If you remain dissatisfied with our response, you may request a review of the complaint. The matter will then be considered by a senior member of staff who has not been directly involved in the original investigation, where possible.

We will issue our final written response within 15 working days of receiving your request for a review.

Referral to The Property Ombudsman

If you remain dissatisfied after receiving our final response, or if eight weeks have passed since you first made your complaint and we have not provided a final response, you may refer the matter to The Property Ombudsman for independent review, free of charge.

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire SP1 2BP

Telephone: 01722 333 306
Email: [email protected]
Website: www.tpos.co.uk

Important Information

Before referring a complaint to The Property Ombudsman, you must allow us the opportunity to investigate and respond through our internal complaints procedure.

Any referral to The Property Ombudsman must be made within 12 months of the date of our final written response and should be accompanied by any relevant supporting evidence.