Tenant Support

Maintenance is to be expected during your time as a tenant with Naylor Powell. Below are some tips which may help remedy some of the most common maintenance queries. If the guidance below does not resolve your issue, we ask that you report your maintenance query via PropertyFile.

Click to Access PropertyFile

PropertyFile is an online portal system which enables you to log any faults and keeps updated when a contractor is instructed, and the works are booked. When reporting via PropertyFile, we ask you to include as much information as possible and include photos which can help the contractors understand the issue a little clearer.

Maintenance Hints and Tips

No heating or hot water from a gas boiler

• Check the gas is on especially if you have a pay meter
• Check a trip switch has not gone off on the fuse board
• Check the timer is set to constant or on
• Check the pressure on the boiler is between 1 and 1.5 bar, this can be topped up quite easily although you may need to refer to the user manual
• Check the thermostat is at the desired temperature

No hot water with an electric system

• Check the trip switch has not gone off on the fuse board
• Check the timer (if applicable) is set to boost, constant or on

No heating with an electric system

• Check the trip switch has not gone off on the fuse board
• Check the timer (if applicable) is set to constant or on
• Don’t forget if it is night storage it charges up with heat at night

No Electric/Gas

• Do you have a pre-payment meter which has run out of credit?
• Have you checked with National Grid that there aren’t works going on in the area? National Grid National Gas
• Have the fuses tripped? We advise you follow this simple video tutorial Watch Video

No Water?

• Are there ongoing works in the area? Check Here
• Is the stop cock turned on/off?

Mould and Condensation

Condensation occurs when warm, moist air meets a cooler surface. The drop in temperature means it can no longer hold on to the same amount of moisture it was retaining, and the water is released onto the cooler surface. Condensation can occur naturally as a result in temperature changes or artificially by the actions of tenants. In the UK, it is often a winter problem (September-March), usually caused when warm moist air meets colder areas of the property. Excessive condensation can lead to mould growth on window frames/sills, walls (usually external walls), ceilings, furniture and tenants clothing. Please refer to the condensation guide in the Useful Documents to the right. Watch Video

Blocked Sinks

This can happen due to a build up of waste/hair which has made its way past the trap within the waste. In the first instance we ask all tenants to try using sink and plughole unblocker, following the guidance of use and precautions. Watch Video

Appliances

Oven

• Is the oven turning on? Is it on at the isolator switch, usually found on the wall but it could also be in a cupboard nearby. If the answer to either of these is no, check the fuse on the consumer unit, it may have tripped.
• If the oven is turning on but no heat, is the timer set? If the timer is set but no luck, please report via PropertyFile.

Washing Machine

If safe to do so, please perform the following checks on your washing machine.

• Washing machine not draining properly? Please check to see if the washing machine filter is clear of anything causing a blockage. Refer to the appliance manual for how to clean the filter. The repair may be chargeable if items are left in your laundry like coins have blocked the filter or any other parts of the washing machine. If your washing machine still does not drain, please continue to report the problem through our system. Watch Video

Fridge Freezer

• If it has just turned off, check the switch is on, check for any hidden isolator switches in cupboards around the appliance.
• If it has warmed up, have you checked the temperature gauge; has this been changed accidentally?
• Water build up? Please follow the instructions on this link Watch Video

Smoke Alarm & Carbon Monoxide Alarms

Smoke alarms and carbon monoxide alarms can be mains powered or battery powered. If your alarm is battery powered and is not functioning correctly, please check whether the batteries require replacement before reporting your issue to the Landlord/Agent. The replacement of alarm batteries is often an occupier’s responsibility. Please check the terms of your agreement to identify who is responsible for replacing alarm batteries in your property. Please watch this short video on how to test your smoke alarm. Watch Video

OUT OF HOURS

If you have a fault outside of office hours or during public holidays, please refer to the list below or the handy contact card given to you when you signed your contracts. Please note these contractors do not provide a 24-hour service.

Emergency Contacts

It is very important that you ONLY contact contractors directly in emergencies out of office hours. If the contractor does not deem the call an emergency or the fault is due to tenant negligence/lack of action/misuse you may be liable for the call out charges and any repairs required.

Department Contacts