For tenants
Reporting something is meant to be easy.
You have a login to the same system your landlord sees. Report an issue there and it is on the record the moment you press send.
Report it in the portal
Log in and describe the problem. Photographs help more than anything else — they often decide whether a contractor needs a first visit to diagnose or can arrive with the right part.
It is logged, visibly
Your report is recorded against the property immediately. You can see its status without having to ask, and so can we — nothing depends on someone remembering an email.
A contractor is arranged
We instruct the contractor and agree access with you directly. You are told who is coming and when, not simply given a window.
Emergencies
If it is dangerous, do not use the portal.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 — free, 24 hours.
Fire, or immediate danger to anyone? 999, first and before anything else.
Major leak or no power? Stop it at the mains if you safely can, then report it in the portal and email us. These are dealt with ahead of everything else.
Your information
What we hold, and for how long.
Managing a tenancy means holding some genuinely sensitive things about you — including Right to Rent evidence, which is immigration documentation. We keep it to defined retention periods rather than indefinitely, and you can ask for a copy of what is held or for it to be deleted where the law allows.