Let’s get the right help to your home.

Report non-emergency maintenance

Please use the maintenance request form to report any non-emergency maintenance required at your property. Describe the issue, where it is, when it began and suitable access times. Photos can help. For a repair you have already reported, use Send a repair update. Do not use either form to obtain emergency help.

Out of hours emergency

This service is for a managed tenant with a true emergency when our office is closed: an issue that cannot wait until office opening hours. Use the six guides below for safe immediate steps and the appropriate contact. For gas, carbon monoxide, fire or immediate danger, contact the relevant emergency service first. Do not delay getting safe while trying checks or contacting the office.

• I smell gas
• I am locked out
• I have a water leak
• I have no electricity
• My boiler has stopped working
• My carbon monoxide alarm has triggered

What counts as an emergency?

Tenant Link describes an emergency as something unforeseen that could cause serious damage to the property. The original page gives the following examples; urgency also depends on safety, severity and the people affected:

• Severe leaks or flooding that cannot be stopped or contained.
• Smelling gas or detecting a gas leak — call the National Gas Emergency Service on 0800 111 999 immediately.
• Loss of electrical power or light.
• Blockage of your only toilet.
• Loss of heating or hot water.
• Broken windows or doors following a break-in.

Who should arrange the repair?

If your landlord uses Tenant Link for tenant-find or rent collection only, contact your landlord to arrange repairs. If your property is fully managed and you pay rent to Tenant Link, call (023) 8036 6555; when the office is closed, follow the instructions on the answerphone. If you are unsure whether your home is managed, check your tenancy/contact documents or ask our team. Paying rent via an agent alone does not mean that it manages repairs.

Emergency contractor call-out costs

Tenant Link’s published warning is: “Please remember that if a contractor is called out as an emergency when a repair is not justified, you will be liable for all costs.” This is the published business warning, not a statement that every charge is legally payable. Ask the team about authorisation and any applicable costs; charges must comply with your tenancy and current law. Do not let concern about costs delay an emergency-service call or getting out of danger.

More homes and help

You can view Tenant Link’s properties on Rightmove, or speak to our team on (023) 8036 6555.