Whether it’s something as simple as a dripping tap or something as important as no hot water tenants can rest assured that the Maintenance team at NW ESTATES has every aspect of property maintenance covered.
If you are a tenant of NW ESTATES and need to report an emergency repair outside of office hours please LEAVE A VOICEMAIL ON 01925 918123. Please only call the ‘out of hours’ number if you have a genuine emergency. Tenants may incur costs should an out of hours call out be a tenants fault or liability.
To report general property repairs YOU MUST complete the form at the bottom of this page and explain with as much detail as possible what the issue is.
Before reporting any maintenance matter we would ask you to read our maintenance protocol information below as in certain instance you may be liable for the repair or the call out cost.
MAINTENANCE REPAIRS/EMERGENCY CALL OUT/ OUT OF HOURS CALL OUT PROTOCOLS FOR TENANTS
| Situation | Is It An Emergency? | Who Should I Call? | Additional Advice |
|---|---|---|---|
| Gas Leak | Yes | National Grid 0800 111 999 |
Contact NWE on the next working day to provide update |
| CO Alarm Activated | Yes | NWE 01925 918123 | Turn off appliances, open windows and leave property. |
| Smoke Alarm Activated & will not silence | Yes | NWE 01925 918123 | Check and replace batteries, if persists call NWE on the next working day |
| Smoke Alarm Chirping | No | NWE 01925 918123 | Check and replace battery if persists leave a message, we will call you back on the next working day |
| (Flat) Fire Alarm System Activated and will not silence | Yes | NWE 01925 918123 | There should be information on the communal noticeboard about your building manager. An engineer will need to be employed to check the system. |
| (Flat) Fire Alarm panel offline or fault showing | Yes | NWE 01925 918123 | There should be information on the communal noticeboard about your building manager. An engineer will need to be employed to check the system. |
| Lighting Failure (Kitchen, Bathroom, Hall, Stairs or Landing) | Yes | NWE 01925 918123 | You must check bulbs and your RCD board for tripped switches and reset before contacting NWE |
| Lighting Failure (Other areas) | No | NWE 01925 918123 | You must check bulbs and your RCD board for tripped switches and reset before contacting NEW. Leave a message, we will call you back on the next working day |
| Electric Socket Failure (Kitchen) | Yes | NWE 01925 918123 | Before contacting us you must check your RCD board for tripped switches. Reset and test again, if the fuse trips again unplug every appliance which has a plug. Reset the trip switch on the RCDE board and plug each item back in one at a time. If it’s a faulty appliance when you plug the faulty one back in the RCD fuse will trip again, thus identifying the fault which may be your own appliance. If this does not remedy the issue contact the office on the next working day. FAULY TENANT APPLIANCES WILL RESULT IN TENANT CHARGED CALL OUT FEE |
| Appliance Failure | No | NWE 01925 918123 | Leave a message, we will call you back on the next working day |
| Shower fault/failure | No | NWE 01925 918123 | Leave a message, we will call you back on the next working day |
| No hot water | Yes/No (See note) | NWE 01925 918123 | This would be classed as an emergency if there are vulnerable occupiers (children or elderly) or if temperatures are very cold. |
| No heating | Yes/No (See note) | NWE 01925 918123 | This would be classed as an emergency if there are vulnerable occupiers (children or elderly) or if temperatures are very cold. Otherwise, leave a message and we will call you back on the next working day. |
| No drinking water | Yes | Call United Utility on 0345 672 2888 |
If the issue is not part of a wider issue, please call NEW 01925 918123. Please provide update to NWE on next working day. |
| Active Water Leak (Cannot be stopped) | Yes | NWE 01925 918123 | Attempt to turn off the stop tap. This will be photographed on your check-in inventory. It is normally under the kitchen sink, or at the front of the house. |
| Blocked toilet (no alternative toilet) | Yes | NWE 01925 918123 | Be aware that if the blockage was caused by yourself (for example, baby wipes), you will be liable for the callout charge. |
| Blocked toilet (alternative toilet available | No | NWE 01925 918123 | Leave a message, we will call you back on the next working day |
| Toilet not flushing | No | NWE 01925 918123 | Leave a message, we will call you back on the next working day. Use a bucket to pour 4 litres of water into toilet bowl to assist with clearance. |
| Blocked sink/bath/basin | No | NWE 01925 918123 | Leave a message, we will call you back on the next working day |
| Blocked Drains (on property) | Yes | NWE 01925 918123 | Be aware that if the blockage was caused by yourself (for example, baby wipes), you will be liable for the callout charge. |
| Gutter/downpipe leaks or damage | No | NWE 01925 918123 | Leave a message, we will call you back on the next working day |
| Roof Leak (Active) | Yes | NWE 01925 918123 | If affecting electrics, switch off main switch at RCD board and await assistance. Move any items away from the area that are at risk of damage. |
| Broken Lock (Cannot gain access/secure property) | Yes | NWE 01925 918123 | Be aware that if the damage was caused by misuse you will be liable for the callout charge. If keys lost or locked in property you will be charged call out fee and cost of replacement keys |
| Faulty Lock | No | NWE 01925 918123 | Leave a message, we will call you back on the next working day |
| Forced Entry (Cannot secure property) | Yes | NWE 01925 918123 | You must log the event with your local police department and provide NWE with a crime reference number as soon as possible after the event. |
| Lost Keys (cannot gain access/secure property) | Yes | NWE 01925 918123 | This would be classed as tenant responsibility. In order for the engineer to attend it would require payment in advanced by the tenant. |
| Windows or doors not secure | Yes | NWE 01925 918123 | If the property is still secure despite the problem, please call and we will call you back on the next working day. |
| Broken glazing (property not secure) | Yes | NWE 01925 918123 | Be aware that if the damage was caused by misuse or accidental damage you will be liable for the callout charge. If it was a result of criminal activity please report to the local police and provide NWE with a crime reference number at your earliest opportunity. |