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The following handbook provides comprehensive guidance on issues that may arise during your tenancy.


Where access is required for routine inspections and or maintenance, the tenants will receive notification of the visit not less than 24 hours in advance by e-mail.

Access to a property may be required by Solihull Residential Lettings, the Landlord or any authorized third party for the purpose of viewings or to fulfil statutory obligations including repairs.

We will give you a minimum of 24 hours written notice, unless agreed otherwise with yourself and except in cases of genuine emergency.

That notice will include a request for you to confirm whether or not the proposed appointment for access is acceptable.

We would encourage a response by return e mail.

However if you do not respond, we will assume that access is permitted and proceed accordingly.

Burst Pipes

We would recommend you identify the mains water stopcock when you first move into the property.

This is typically found under the kitchen sink or near the toilet.

If you cannot find it then please call the office.

In the event of a burst pipe or leak turn off the mains water stopcock.

Please report the incident via our website and follow the repair and reporting protocol.

Dire Emergencies

If you need the emergency services please dial 999 for Police, Fire Brigade or Ambulance

Please report the incident via our website and follow the repair and reporting protocol.

Electricity Outage

If the power to your home and your neighbour’s home suddenly goes off contact your electricity supplier as it is likely to be a power cut.

If the power goes off when you switch on an appliance, it is likely that it has an electrical fault.

Unplug the appliance and engage the switch at the fuse board and your supply should be restored.

If the appliance is part of the inventory it will need to be repaired or replaced.

Please report the incident via our website and follow the repair and reporting protocol.

Gas Leak

If you think that you can smell gas you should leave your accommodation and call Transco on 0800 111999

Please report the incident via our website and follow the repair and reporting protocol.

Contractual Queries

All questions relating to renewals and termination of contracts must be sent by e mail to info@solihullresidential.com

Water Stoppage

Please call Severn Trent on 0800 783 4444 as there is likely to have been a burst water mains.

Lost Keys

Each Tenant is supplied with a set of keys.

No additional keys will be supplied

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 between 9 am and 5 pm.
  • Get a duplicate set cut by a locksmith or ordered through the Landlord at your own expense
  • Return the spare set to the office within 3 working days during office hours

Should you be locked out outside 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.

Repair and Reporting Protocol

Please register the issue on our website which may be found under the Tenants section.

This should be followed by a telephone call to the :

  • Office on 0121 711 2222 from Monday to Friday between 9 am and 5 pm.
  • Outside these times please can you text 07540564488

Response Times

After a repair has been reported it shall be evaluated and designated as follows:


These repairs are likely to pose an immediate risk to the occupant or neighbours and will normally be investigated within 24 hours of being notified.


These repairs are likely to cause considerable inconvenience and will normally be investigated within 7 days of being reported

Non Urgent

These repairs are unlikely to cause any inconvenience and will normally be investigated within 28 days of being reported.

Please note that in the following scenarios we may not be able to attend to the repair within the timeframe

  • Landlord is not contactable
  • Landlord has asked for a quote beforehand
  • Engineer is not available
  • Engineer has to order parts

Sealant and Grouting

Kitchen and Bathroom tiled areas are presented with unblemished sealant and grouting.

Unless these are cleaned with a detergent on a daily basis mould will begin to flourish in a very short period of time.

This will not be considered as normal wear and tear you will be responsible for making good at the end of the tenancy.


Security alarm codes may only be changed with express permission of Solihull Residential Lettings.

We must be informed in writing of the new code

Tenant’s Repair Responsibilities

Appliances and any fittings that do not form part of the inventory will be the Tenants responsibility to maintain

In addition you are responsible for replacing light bulbs fuses and filters

Utilities and Council Tax

We will endeavour to notify the relevant gas, electricity, water and council tax companies within 3 months

Telecommunication companies will only accept instruction from the occupier.

If you are moving into a property that has not had a telephone line connected previously or if it has been vacant for 3 months or more then it will be your responsibility to pay the providers connection fee