Repairs & Maintenance Procedure
At Fenton Lettings, we are committed to maintaining our properties to the highest standards, ensuring safety and comfort for all tenants. The following procedure outlines our approach to repairs and maintenance, in compliance with the Repairing Standard effective from 1 March 2024.
Responsibility for Repairs
As your landlord, we are responsible for ensuring that the property meets the Repairing Standard, which includes:
Ensuring the property is wind and watertight and reasonably fit for habitation.
Maintaining the structure and exterior (including drains, gutters, and external pipes) in a reasonable state of repair and proper working order.
Keeping installations for water, gas, electricity, sanitation, space heating, and heating water in proper working order.
Ensuring any fixtures, fittings, and appliances provided under the tenancy are in proper working order.
Providing furnishings that are safe for their intended use.
Installing satisfactory provisions for detecting fires and giving warning in the event of a fire or suspected fire.
Installing satisfactory provisions for giving warning if carbon monoxide is present at hazardous levels.
Ensuring the property meets the tolerable standard.
Ensuring the property has a fixed heating system that is plumbed or hardwired.
Ensuring the property is free of lead pipes from the boundary stopcock to the kitchen tap.
Providing safe and accessible food storage and preparation spaces.
Ensuring common parts of the building are safe and fit for use by occupants.
Ensuring common doors are secure and fitted with satisfactory emergency exit locks and a secure entry system.
Tenants are responsible for repairs resulting from their negligence or damage. Additionally, tenants are responsible for replacing consumables such as batteries in smoke detectors and bulbs in light fittings. However, landlords remain responsible for ensuring that the property meets the Repairing Standard.
Reporting Non-Emergency Repairs
For non-emergency defects with the property or its fixtures and fittings, please report them as soon as possible during office hours. The Fixflo app is available 24/7 and is the most efficient way to report issues.
Office Hours: 9.00 am – 5.00 pm, Monday to Friday
Fixflo App: www.fentonlets.co.uk/repairs
Email: lettings@fentonlets.co.uk
Telephone: Perth: 01738 590091, Aberdeen: 01224 516092
Upon receiving a report, we will assess the problem and determine the necessary action. We or an appointed contractor will contact you to arrange access for repairs. We will keep you updated on the progress and provide an estimated timescale for completion. Please do not arrange for repairs yourself without prior written agreement.
Emergency Repairs
If a serious fault occurs outside normal working hours that cannot safely wait until the next working day, please contact:
Gas Leak: National Grid Gas Emergencies: 0800 111 999
Scottish Water: 0800 0778 778
Power Cut (SSE): 0800 300 999
All Other Emergencies: www.fentonlets.co.uk/repairs or 07748 825562
Emergency repairs are situations where there is a serious and imminent risk to health and safety, the structure of the building, or the security of the property. Examples include:
No cold water to the kitchen sink (after checking with neighbours and Scottish Water).
Blocked toilet (if there is no other toilet in the property).
Leaking soil pipe or blocked drain with sewage backup.
Electrical fittings smoking or scorching.
Complete or partial power failure (after checking the consumer unit and with neighbours).
No heating or hot water between 1st October and 31st March, or at any time if a vulnerable person is present.
Smell of gas or sounding carbon monoxide detector (contact National Gas Emergency Service immediately).
Burst pipe or significant roof/ceiling leak affecting electrics.
Contact us as soon as the office reopens to inform us of the emergency, the actions taken, and any follow-up work required. We will then follow the non-emergency repair procedure as outlined above.
Target Timescales
We aim to complete repairs within the following timescales:
Emergency Repairs: Made safe within 24 hours and completed within 7 working days.
Routine (Non-Emergency) Repairs: Completed within 20 working days.
While we strive to meet these targets, certain circumstances beyond our control may cause delays, including:
Waiting for delivery of necessary parts.
Landlord requiring multiple quotes before proceeding.
Awaiting consent from other owners for common repairs.
Adverse weather conditions.
Tenant placing restrictions on access to the property.
In such cases, we will keep both tenants and landlords informed of any delays.
