MAINTENANCE & REPAIRS

Please ensure you contact the Landlord or Bournes as soon as the fault is identified by telephoning the office on 01264 300300 and leave a message, do not leave messages on individual members of staff mobiles. During out of office hours a 24 hour voice messaging service is available and a maintenance contact mobile for emergencies detailed below only.

EMERGENCIES - OUT OF HOURS

MAJOR EMERGENCY

Protect yourself and your family.

GAS: If you smell gas, open a door / window and leave immediately leaving it open - do not touch anything else. Then dial Gas Emergency Number 0800 111 999 from outside, away from the building. Notify the neighbours if they are in close proximity.

FIRE: Call the relevant emergency service by dialing 999

FLOOD / Burst Pipe - see below

Notify your landlord or Bournes (leave a message if we are not open)

MINOR EMERGENCY OUT OF HOURS

If the problem is not on this list, such as no hot water, then it is not considered an emergency.

If the emergency is not life threatening:

FLOODING / LEAKS

In the event of a water leak you are responsible for ensuring as little damage is caused to the property as possible which may require you to turn off all supplies straight away before reporting the incident to the Landlord or Bournes.

Turn off the mains water. Look under the sink for a big brass tap (Sometimes there is a cut-away section in the back of a cupboard), or perhaps in the cloak room, or at the water meter in the pavement (white key).

Switch off the boiler if it is a heating related leak. Always use buckets, bowls and towels

Call the out of hours number below.

PLEASE NOTE: ALTHOUGH YOU ARE IN A RENTED HOUSE YOU STILL HAVE AN OBLIGATION TO ACT SAFELY, DILLIGENTLY AND MITIGATE DAMAGE TO THE PROPERTY. FOR INSTANCE IF THERE IS A LEAK AND YOU FAIL TO NOTIFY US OR FAIL TO ACT TO MINIMISE DAMAGE YOU COULD BE PARTLY RESPONSIBLE FOR REPAIR COSTS.

POWER PROBLEMS

Don't touch anything that may be dangerous.

Switch off the mains if there is ANY risk of electrocution

If there is no power at all, please call our maintenance number below.

If there is no power to a single appliance, socket or anything else please call the office or email during working hours.

LOCKED OUT

If you have locked yourself out you can call the office between 9am and 5pm. We hold spare keys for most houses but not all.

You can call a locksmith at your expense. If you do, you will need to have 3 keys cut, give us a set and notify us.

You can find alternative accomodation at your expense

In the same way you would if it were your house.

WHAT IS NOT AN EMERGENCY

No hot water for 24 hours / weekend - check and see if there is an immersion heater.

No heating for 24 hours, wait until the following working day

Leaks that will not damage the house before the next working day or so.

GENERAL MAINTENANCE

BOILER, HOT WATER, HEATING

PLEASE NOTE: We do what we can to find heating engineer as quick as possible, but at certain times of year, weekends, bank holidays etc it may take some time and parts may have to be ordered. We often have electric heaters you can borrow so please ask.

Check to see if you have an alternative like an immersion heater

Email or call us with a detail of the fault

MOULD

If you find any evidence of damp or mould in the property you have a responsibility to report this straight away and or prevent it, eliminating any further damage or possible spreading which could have been avoided.

If you have been provided with a de-humidifier please ensure you use it and you keep the house warm.

See our leaflet here on preventing mould.

OUT OF HOURS CONTACT

Please note if you use the out of hours service for non emergency maintenance on the list above or non-emergencies, then any call out related fees will be forwarded to you.

Call Richard on

07900 438064

please leave a message and wait a reasonable period of time

If you cannot get hold of him, please find an alternative LOCAL plumber from the internet etc, but again if it is not an emergency such as "no hot water", then you will be liable for the call out element of the cost.

Please ALSO send any issues and a contact number to:

DURING THE TENANCY

Any post delivered to the property during the tenancy addressed to the Landlord should be passed to the Landlord or Bournes immediately. The address on the envelope should be crossed out and the re-directed address written clearly and put back in the post box. No further stamps are needed.

Should any of the Landlords possessions be damaged, broken or destroyed, they should be replaced with an identical article or the Landlord should be informed immediately. Any damaged or anything missing at the end of the Tenancy will be deducted from your Security Deposit.

Inspections may be carried out on the property at regular intervals, providing you have been informed in advance.

Everything in the property must be in full working order at all times. Any defects or faults should be reported to the Landlord or Bournes as soon as possible, no matter how insignificant it may seem.

Ensure you notify either the Landlord or Bournes of all adults staying in the property over the age of 18 years old.

If you find any evidence of damp or mould in the property you have a responsibility to report this straight away, eliminating any further damage or possible spreading which could have been avoided.

MOVING OUT

During the last six weeks of the Tenancy, the Landlord or Bournes can view the property with prospective Tenants or Purchasers. Please ensure that the property is clean and tidy and readily accessible.

Please ensure that you remove all your possessions from the property by the expiry of the Tenancy so that the inventory can be re-checked quickly.

Your security deposit will be returned as quickly as possible, subject to the results of the inventory. Make sure that the Landlord or Bournes Lettings has a forwarding address to send on your deposit and any outstanding mail.

The property must be handed over in a clean and tidy condition with all the furniture in the same position as it was when you moved in. If the property needs any cleaning or alteration before the next person moves in, the cost will be deducted from the security deposit.

All keys to the property must be returned to the Landlord or Bournes by the expiry of the tenancy. If any keys are missing, the cost of new locks will be deducted from the security deposit.

We will notify the utility companies of the final readings so you need not contact them. If you do speak with them, please ask them not to cut off supplies as the next occupier will have to pay connection charges.

DEPOSITS

Your deposit has been lodged and bonded with www.depositprotection.com.

You will receive an email containing a link to activate your account. You must click the link in the email and log in within 48 hours of the issue of the link. After 48 hours, the link will expire and you will need to request a new activation link.

You must select a password to use the online service. You must keep this password secure at all times and should not disclose it to anyone.

When you checkout, we will log in and release your deposit. You will be notified by DPS and Bournes when this has been done.

Once we have released your deposit, you will need to deal with DPS with any queries.