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Report a Fault

All Tenants must Agree & Accept to the following conditions before submitting a Fault report:

Step 1 of 5 - Fault Details

I agree & accept that:*

The Tenant will pay all costs incurred by the Landlord when performing a maintenance visit requested specifically by the Tenant, and the source of the reported problem is found to be due to the misuse, misunderstanding or negligence of the tenant. This will be charged at the current rate of £40.00 + vat per hour/person for internal labour plus the cost of any parts, materials or specialist contractor fees incurred.

I agree & accept that:*

In the event of any works needed to be carried out by the Landlord’s appointed contractors, at the Tenants specific request by submission of a formal fault report, to any part of the fabric, fixtures or fittings or any other part of the demised premises, the Tenant agrees and gives full legal permission for the following;- ATTENDED ACCESS The contractor will attend the property, within a reasonable time, taking into consideration the relevant facts of the fault reported and any other mitigating circumstances. The Landlord reserves the right to insist that the Tenant be present within the Property when the contractor is scheduled to be on-site to allow access and assume responsibility for the property and contents. In this instance the operative will attempt to contact the Tenant, prior to the time of the appointment, to advise of the commencement time / date of the maintenance visit. OR UN-ATTENDED ACCESS The contractor will attend the property within a reasonable time, during working hours, without giving prior notice to the Tenant.

I agree & accept that:*

Should the Tenant not be at the property at the time of the visit, the Tenant gives full authority for the contractor to enter the property using the management keys, and carry out whatever works are necessary to rectify the fault reported. Such decision is at the sole discretion of the Landlord.

Step 2 of 5 - Fault Details

Please attach images of the problem if possible as this will allow us to assess the issue quicker.

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Accepted file types: jpg, gif, png, Max. file size: 128 MB.

Step 3 of 5 - Fault Details

Terms & Conditions for the submission of a maintenance fault report.

The following terms and conditions are contained within your signed tenancy agreement and are reproduced here to remind you of their importance and relevance prior to the completion of any individual Maintenance Fault Report. Your completion of the Maintenance Fault Report Form signifies your full acceptance of these Terms & Conditions and your agreement to be legally bound by them.

Step 4 of 5 - Fault Details

COVID-19 POLICY – PLEASE READ CAREFULLY

REPORTING

Please inform us immediately on 01293 612950 or, by sending an email to mail@onerent.co.uk if you or any member of your household are:-

  • Shielding due to Coronavirus

  • Displaying ANY symptoms of Coronavirus

  • Isolating due to Coronavirus

If this is the case, then the maintenance visit will be postponed until such time as it is mutually safe for us to carry this out.

The following policies have been reproduced and interpreted from current UK Government guidance and will be updated periodically as required. Please note that this is guidance and not law, and will be adopted, wherever possible, to ensure both your safety and the safety of all of our operatives.

VISIT DURATION

It is currently thought that the level of transmission of Covid-19 increases with the duration of exposure. Therefore, all of our operatives have been instructed to work efficiently and swiftly (of course whilst still maintaining safe working practices) to minimise the time spent on site and therefore reducing the risk of exposure between parties.

SOCIAL DISTANCING

This is the most important policy that has been adopted. All operative/s have been clearly instructed to only perform works in a socially distanced manner. This means that you must be at least two metres away from our operative/s at all times whilst on site. It is wiser for you to remain in another room during the maintenance visit or, if convenient, vacate the property whilst the operative is on site. Please note that, whilst all operatives have been clearly instructed to maintain this social distancing policy, whilst on site it is YOUR responsibility to ensure that your personal safety is maintained. Should you be uncomfortable with the social distancing being displayed by the operative/s during the site visit, then it is YOUR responsibility to pause the visit and bring this to their attention immediately. Should you feel uncomfortable doing this, then please telephone us immediately on 01293 612950 and we will remedy the situation immediately and discreetly.

VENTILATION

Prior to the maintenance visit, it is YOUR responsibility to open all windows possible in the working area to allow maximum ventilation, thus reducing the risk of transmission.

PERSONAL PROTECTIVE EQUIPMENT (PPE)

As well as the usual PPE used in performance of maintenance tasks, the operative/s have also been instructed in the use of, and issued with, the following items of PPE specifically in response to the Covid-19 pandemic:-

  • Face covering

  • Disposable latex gloves

  • Eye protection (job specific)

These items should be worn, as a matter of course, by all operatives whilst in your property and when safe to do so. It must be further added that the wearing of a face covering whilst in a property is a government guideline and not a law. The wearing of a face covering is a courtesy to you, and will be adopted at all times whilst safe to do so. Please note that, whilst all operatives have been clearly instructed to maintain this PPE policy, whilst on site it is YOUR responsibility to ensure that your personal safety is maintained. Should you be uncomfortable with the PPE policy being displayed by the operative/s during the site visit, then it is YOUR responsibility to pause the visit and to bring this to their attention immediately. Should you feel uncomfortable doing this, then please telephone us immediately on 01293 612950 and we will remedy the situation immediately and discreetly.

For the safety of our operatives, we would also ask you to wear an appropriate face covering for the duration of the maintenance visit. This is to mitigate the risk that, should either party breach the social distancing policy, by an unforeseen circumstance or accident, the face covering worn by both parties reduces the risk to each party. Should you not have one to hand, then please ask our operative, who will supply one free of charge. Please note that, we reserve the right not to perform the site visit should you refuse to wear an adequate face covering for the duration of the visit if requested to do so by our operative.

HAND SANITISATION

All operatives have been issued with hand sanitising solution. Prior to entering your property, our operatives have been instructed to apply hand sanitiser thoroughly to their hands in order to minimise the risk of transmission. Should you feel it necessary, our operatives have been advised that it is perfectly acceptable for you to request that they sanitise their hands again, in your presence, so that you may be assured that this practice has been adopted. During the maintenance visit, all operatives have been instructed to sanitise their hands, on a regular basis, every twenty minutes.

CLEANING OF SURFACES

All of our operatives have been issued with anti-bacterial surface wipes to wipe down any surfaces which they have made contact with. However, it is YOUR responsibility to thoroughly clean down all surfaces following the maintenance visit to your personal satisfaction.

If you wish to contact us, please do not hesitate to respond to this email or call us on 01293 612950.

Step 5 of 5 - Fault Details

I accept & understand the terms & conditions.*

In light of COVID-19 (Coronavirus), please could you confirm that neither yourself nor any other members of your household are shielding or have been showing signs or symptoms of the coronavirus (covid-19) in the last seven days and that you have fully read and understood our COVID-19 Policy on the previous page.

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