Access
Where access to your property is required, tenants will receive notification of not less than 24 hours in advance by email, except for in emergencies.
You are contractually obliged to grant access to the property for the purpose of inspections, proactive and reactive maintenance, selling or renting by Solihull Residential Lettings, your Landlord and any authorised 3rd party.
Burst Pipes
We would recommend you identify the mains water feed stopcock when you first move into the property.
If you cannot locate it, then please call the office.
In the event of a burst pipe or leak turn of the stopcock.
Please report the incident via your PropertyFile portal.
Blockages
If the kitchen sink does not drain wastewater, please report the fault via your PropertyFile portal and will send you guidance on how to resolve the matter.
Should the problem persist, we will send a contractor out on the proviso that you agree to accept liability should the cause of the blockage be found to be food waste including grease and fat.
If the sink, shower tray or bath do not drain wastewater, please report the fault via your PropertyFile portal.
We will send you guidance on how to resolve the matter.
If the problem persists, we will send a contractor out on the proviso you agree to accept liability should the cause of the blockage be found to be matted hair or soap residue.
If the toilet does not drain of waste, please report the fault via your PropertyFile portal.
We will send you guidance on how to resolve the matter.
If the problem persists, we will send a contractor out on the proviso you agree to accept liability should the cause of the blockage be found to be anything other than toilet paper.
If the washing machine does not drain of wastewater, please report the fault via your PropertyFile portal.
We will send you guidance on how to resolve the matter.
If the problem persists, we will send a contractor out on the proviso to accept liability should the filter still be blocked with lint or any foreign objects. Boiler Pressure
If the boiler shuts down, please report the fault via the PropertyFile portal, ensuring you include any fault code shown on the display panel.
If the fault code relates to low water pressure, we will send you instructions of to how to top it up.
All other faults will be attended to by a Gas Safe engineer.
Condensation
Condensate usually appears as water on windows and windowsills.
It occurs when warm water laden air particles encounter cold surfaces.
This indicates that you are not managing the humidity level in your property, creating an ideal environment for mould spores to flourish.
Please ensure you dry the wet surfaces daily, wiping away any mould spores using anti-fungal mildew spray.
We strongly recommend you use moisture traps and strips where necessary.
Please contact the office immediately should you be experiencing condensation.
Dire Emergencies
In the event of an emergency, please call 999 for Police, Fire or Ambulance Services.
Please report the incident via your PropertyFile portal.
Electrical Appliances.
Tenants must ensure fuses are replaced if an electrical appliance cuts out.
It is vital that the replacement fuse specifications are identical to the original.
If this does not resolve the matter, only then report the fault via your PropertyFile portal.
Electricity Outage
If the supply of electricity to your property cuts out entirely, please check if neighbouring properties have been affected too.
If they have, there is a fault with the electrical supply for your area.
Please do not contact Solihull Residential Lettings as only your supplier will be able to let you know when they anticipate power to be restored.
If the supply of electricity to your property cuts out partially, then it is possible that one of the appliances is faulty.
To identify which appliance is faulty turn of all lights, un plug all appliances and electronic items.
Reset the fuse board by turning the main switch off and then on, ensuring each individual circuit switch is turned on.
Then turn on each light, appliance and electronic item ( fitting ) one at a time until the fuse board trips again, thereby identifying faulty fitting
Keep the faulty fitting turned off and you will be able to reset your fuse board and turn on all the other fittings without tripping the fuse board.
If the appliance has been supplied by your Landlord, please report the incident via your PropertyFile portal.
Gas Leak
If you think you have a gas leak, call the Gas Emergency Services on 0800 111 999
Find your emergency control valve.
In newer houses, the emergency control valve is normally outside with the gas meter in the meter box.
If it’s not there, try looking under the stairs, beneath the kitchen sink or in the garage.
You need to turn off your gas supply at the meter.
Turn the handle so the lever is at 90 degrees to the upright gas pipe.
Open all your doors and windows to let gas out and some fresh air in.
Don’t switch anything electrical on including lights.
Put out all naked flames.
Don’t smoke, strike matches or do anything which could make the gas catch fire.
If you have any electrical security entry phone or lock, don’t use it.
Open your doors manually.
Please report the incident via your PropertyFile portal once you have followed the procedure above.
Guttering downpipes and drains
These have been cleared of debris such as moss and leaves to facilitate the efficient removal of rainwater at the beginning of your Tenancy.
It is your contractual obligation to ensure this is done during and at the end of your term.
Keys
Should you lose your keys or remote control and cannot access your property you should:
- Collect a spare set from the office from Monday to Friday ( 9 am and 5 pm ) leaving a £10 deposit.
- Get a duplicate set cut by a locksmith or ordered through the office at your own expense
- Return the spare set to the office within 3 working days Monday to Friday ( 9 am and 5 pm ) and we will give you back your deposit.
If you be locked out outside your property out of office hours you will be responsible for arranging a locksmith to change the lock at your own expense.
In addition, a minimum of two new keys must be cut and delivered to Solihull Residential Lettings at your own expense.
Light Bulbs and Fluorescent Tubes.
Tenants must replace these when they fuse.
Repair and Reporting Protocol
For the purposes of reporting a repair the Tenant must make a submission through the PropertyFile portal assigned to them.
No accountability or liability will be accepted by the Landlord or the Landlords Agent, should this procedure is not followed.
After a repair has been reported by the Tenant it shall be assigned a status as follows:
- non-urgent: these repairs are unlikely to cause any inconvenience and subject to unforeseen circumstances will be investigated within 28 days of being reported.
- urgent: these repairs are likely to cause considerable inconvenience and subject to unforeseen circumstances will normally be investigated within 7 days of being reported.
- emergency: these repairs are likely to pose an immediate risk to the Tenant or its neighbours health and safety and subject to unforeseen circumstances will normally be investigated within 24 hours of being notified.
Once investigated ( and if appropriate ) we endeavour to instruct contractors as soon as possible.
If the contractor does not contact you within 5 working days, please let us know.
Please be aware that delays can occur if - We cannot contact the Landlord
- The Landlord requests a quote prior to authorising the repair.
- The contractor cannot attend immediately due to prior commitments.
- The contractor must order a part.
Sealant and Grouting
Kitchen and Bathroom tiled areas are presented with unblemished sealant and grouting.
Unless these are cleaned with anti-mildew and anti-fungal domestic detergents several times a week mould will begin to flourish and imbed itself in the mortar and silicone.
This is very difficult to remove, and you will be held liable for any necessary restorative work required.
Smoke and Carbon Monoxide Alarms
Tenants must replace batteries in these detectors when they are running low.
The detectors will sound when this needs to be done.
Security
Security alarm codes may only be changed with express permission of Solihull Residential Lettings.
We must be informed in writing of the new code
Water Outage
If the supply of water to your property cuts out, please log onto https://www.stwater.co.uk/in-my- area/check-my-area/ for information on why there is a problem and when it will be resolved.
Solihull Residential Lettings cannot assist.
Windows
These have been cleaned at the beginning of your Tenancy.
It is your contractual obligation to ensure this is done during and at the end of your term.