Report a maintenance issue

We will review your report as soon as reasonably possible. Urgent issues will be prioritised according to the level of risk, while routine repairs and maintenance matters will be dealt with in the order of priority.

Where a contractor is required, timescales may depend on availability, access arrangements and whether further investigation or approval is needed.

An emergency is an issue that presents an immediate risk to people, the building or property and requires urgent attention.

Examples may include:

• A serious water leak or flooding affecting communal areas or other properties
• A fire or significant fire-safety concern
• Dangerous structural damage
• A complete failure of essential communal services where there is an immediate safety risk
• A communal entrance door that cannot be secured
• Serious electrical hazards in communal areas

If there is an immediate danger to life, please contact the emergency services on 999 before reporting the matter to us.

Yes. Photos are extremely helpful and can often allow us to understand the problem more quickly and provide contractors with better information before attending.

Where possible, please include clear photographs showing both the affected area and the wider location of the problem.

This depends on the terms of your lease and the nature of the repair.

Repairs and maintenance to communal areas, the structure of the building and other items for which the management company or freeholder is responsible are normally paid for through the property's service charge.

Some repairs may be the individual leaseholder's responsibility. Where appropriate, we will review the lease and advise who is responsible before arranging works.

This reporting service is primarily for issues affecting the communal areas, structure or shared services of buildings managed by Saturley Garner & Co Ltd.

Repairs wholly within your own property will normally be your responsibility as the leaseholder, or your landlord's responsibility if you are a tenant.

However, please report any issue inside your property that may originate from, or cause damage to, another property or a communal part of the building, for example a leak, water ingress or a problem with a communal pipe.

If you are unsure who is responsible, please submit the report and we can advise.

Once your report has been submitted, our team will review the information provided and assess the level of urgency.

Depending on the issue, we may:

• Ask you for further information or photographs
• Arrange for a contractor to investigate or carry out repairs
• Contact other residents, leaseholders or directors where necessary
• Obtain quotations or approval before works are instructed
• Review the lease to establish responsibility
• Refer the matter to the freeholder, insurer or another relevant party

Where you have provided contact details, we will contact you if we require further information or need to arrange access.

Please bear in mind that some issues require investigation before the cause and responsibility can be established, so not every report will result in an immediate repair being instructed.