Your personal maintenance & repairs reporting system

Welcome to the Maintenance Portal - please read to the bottom of the page.

All maintenance issues including Out-of-Hours Emergencies must be reported via this portal and are dealt with in line with the guidance provided by The Property Ombudsman (TPO) and within a reasonable period-of-time, based upon the average homeowner.

Please ensure that when reporting, you specify your door and flat number (if applicable) and upload photos to help us resolve any matters swiftly for you.

If your property is managed by the Landlord (i.e. you pay your rent direct to the landlord) then please report ALL maintenance to your Landlord. Contact details will be found in your tenancy agreement.

During your tenancy you may find that property problems occur outside of normal office hours. Most of these issue will be dealt with when the Belvoir office is next open, however an emergency situation will need to be dealt with immediately.

Tenants are expected to troubleshoot issues as much as reasonably possible. If you report an issue as an out-of-hours emergency, and it is not deemed as being so or could have been managed by yourself (without involving a third-party contractor), you will be liable for the call-out fee.

Belvoir Office Opening Hours
Monday - Friday 9am to 5.30pm
Saturday - 9am to 1pm
Closed – Sundays & Bank Holidays

For Belvoir Gloucester managed properties please determine if your maintenance is an emergency situation using the following guidance:

DEFINITION OF AN EMERGENCY
An emergency situation is an unforeseen situation that if not dealt with quickly would impact one of the following:
a) Endanger the occupiers.
b) Damage or lead to significant further damage to the property.
c) Render the property unfit or unsafe for habitation or insecure.

Only an emergency situation outside of office hours warrants contacting an emergency maintenance contractor.

An emergency contractor callout may involve extra expense for the landlord. We must ensure that best practice is adopted and that all actions are fair and reasonable. You must ensure that emergency call outs are for GENUINE EMERGENCY SITUATUIONS ONLY.

The landlord will only accept responsibility for out-of-hours repairs in a genuine and clear emergency situation that cannot wait until the next working day and where the invoice is reasonable. We reserve the right to challenge any unsubstantiated call-outs and associated costs incurred on the Landlord’s behalf.

EMERGENCY MAINTENANCE PROCEDURE
1.      Determine whether your requirement is an emergency situation. Guidance is provided in the table below.
2.      If it is an emergency situation contact one of the recommended emergency maintenance contractors from the list below by calling and texting and giving them an opportunity to come back to you.

If the recommended contactors are unavailable (i.e you do not hear back from them in a couple of hours) you may opt to find your own, however before instructing a contractor you must check that they hold the necessary qualification for the job as follows:

Gas Works: the contractor must be registered with the Gas Safe Register
Electrical works: they are NICEIC qualified
All contractors must have current Public Liability Insurance cover.

You will need to find out the hourly out of hours rate for the works and assess if this is reasonable. If you need to call out an emergency contractor you must report this to us at the first opportunity by logging the issue via this portal.

Any emergency contractor must only be instructed to carry out a temporary job/sufficient work, to stop the cause of the problem (e.g. stop a flood, but not carry out works to make good the surroundings). A full repair will be organised by the Belvoir Property Management team during normal hours.

All out of office hours’ emergency situations must be reported to Belvoir Gloucester immediately by logging the issue on this portal.

Please make all of your decisions in the full knowledge of the above guidelines and being aware that if you use a contractor out of hours when it is not an emergency situation you will be liable for the costs of the contractor.

If you call a contractor and it is not an emergency situation you will be responsible for paying the contractors’ bill. See our earlier definition of an emergency situation.

If your emergency situation is within office hours
contact Belvoir Gloucester office immediately. – 01452 387 334

APARTMENT WITHIN A BLOCK
If you are renting an apartment, Belvoir only manage the inside of the apartment. Any issues ‘outside your apartment’s front door’ will be managed by an assigned Block Manager. For example, noise complaints, car parking issues, problems with communal entry doors / gates, corridor lighting and cleanliness. Ensure you are aware of who manages your apartment block. This information will be displayed on the communal area notice board by the front door.

Recommended contractors below (see earlier notes if a contractor is not available).

EMERGENCIES WITH GAS BOILER, PLUMBING AND WATER LEAKS FROM PIPEWORK.
If a fault develops outside of office hours we will organise an engineer to attend during normal working hours to repair the issue in line with guidance provided by The Property Ombudsman (TPO) and within a reasonable period of time, based upon the average homeowner.

When reporting the problem to a contractor please ensure you are able to specifically describe the problem.
If there is a British Gas homecare policy in place contact British Gas. Details would have been provided to you and British Gas will have performed your Gas Safety check.

Bear Heating 07427 394 544
Blu-Fish 01242 235 613
24/7 Emergency Plumbers 01242 375 049
and leave a message.

ELECTRICAL PROBLEMS INCLUDING ELECTRICAL HEATING SYSTEMS. 
If there is a homecare policy in place contact the provider, details would have been provided to you.
DLB 01242 508 000
Blu-Fish 01242 235 613.
and leave a message.

LOCKSMITH.
If you have lost your keys or locked yourself out then you are responsible for contractor payment and organising a locksmith to gain access and possibly replace the locks. To avoid this we recommend you make a copy of the key and leave it with a trusted person.

Assured  07368 377 054,

Locksmiths Gloucester 07969 476 444

Jardines 07939 263 660

Gloucester Locksmiths 01452 306 824

and leave a message.

LEAKING ROOFS.
Assured  07368 377 054
and leave a message.

BLOCKED DRAINS.
JEM Draincare 01452 535 730

Cotswold Drain Services 01452 855 233

and leave a message.