Report an issue in your home

If something in your home needs fixing — a leak, no heating, a broken lock — send a maintenance request. Your property team sees it straight away, and you can follow what happens next without having to chase anyone.

Send a request

1. Sign in to your tenant portal.
2. Select Report an issue.
3. In What’s wrong?, describe the problem in a few words — for example, “Heating not working in bedroom”.
4. Add More detail if it helps: when it started, whether it’s getting worse, anything the team should know before they arrive.
5. Check the Location. If your tenancy is on file it’s filled in for you; otherwise pick it under Where is this happening?. Not sure it’s right? Tick I’m not sure this is the right location and the team will confirm it.
6. Choose How urgent? honestly. Reserve the highest level for anything unsafe or unusable — it moves ahead of everything else.
7. Select Add access instructions / preferred times to say how someone can get in and when suits you.
8. Select Send request.

Tip

No account, or reporting something in a shared area? Scan the QR code on the wall and report from there. You’ll be asked for an email address so we can send you updates.

Note

If someone has already reported the same thing, you’ll be offered the existing request. Joining it keeps you updated without creating a duplicate.

Follow what happens

Select My requests to see everything you’ve sent. Each one shows where it has got to:

Status	What it means
Received	We have your request. Nobody has looked at it yet.
Acknowledged	Someone has read it and is deciding what’s needed.
Scheduled	A visit or repair has been arranged.
In Progress	Someone is working on it now.
Completed	The job is done.

Open a request to add a comment — a follow-up detail, or a reply to a question from the team. Everyone following the request sees it.

While a request is still Received or Acknowledged, you can cancel it — useful if the problem fixed itself or you reported it twice.

If it’s an emergency

Don’t wait on a request for anything dangerous — gas, fire, flooding, or a security risk. Call your property manager or the emergency number in your tenancy pack first, then send a request so there’s a record of it.