Introduction

At Joseph Harris Estate Agents, we want every tenant to enjoy a safe, comfortable and
well-maintained home. This policy explains how to report repairs, what to expect, and
your responsibilities as a tenant.

1. Reporting a Repair

If something breaks or needs attention, please let us know as soon as possible.

Email: maintenance@josephharrisestateagents.co.uk

When reporting a repair, please include your name, property address, a clear description
of the issue, and photos or videos if possible.

2. How Quickly We Respond

We handle repairs based on how urgent they are:

• Emergency Repairs – Gas leak, burst pipe, total power failure, major leak, no heating or hot water in winter, property not secure. Target response: within 24 hours.
• Urgent Repairs – Minor leaks, partial power loss, faulty heating controls, broken windows or locks. Target response: within 3 working days.
• Routine Repairs – Dripping taps, minor wear and tear, non-essential fittings. Target response: within 14 working days.

We will keep you updated if extra time is needed to order parts or arrange specialist contractors.

3. Access for Repairs

Please allow our contractors access to carry out repairs during normal working hours.
We will always provide reasonable notice before any visit, except in emergencies where
immediate access is required.

4. Tenant Responsibilities

To help keep your home in good condition, please:

• Report maintenance issues as soon as you notice them.
• Replace light bulbs, fuses and batteries where safe to do so.
• Keep your home clean and ventilated to avoid damp or condensation.
• Use appliances and plumbing correctly.
• Prevent damage through misuse or neglect.

If a repair is required due to misuse or damage caused by the tenant, the cost may be
charged back to you.

5. Our Contractors

We only use approved, qualified and insured contractors. All contractors are expected to
act professionally, respectfully and maintain high standards of workmanship.

6. What’s Covered

Your landlord is responsible for the structure and exterior of the property, plumbing,
heating, electrical systems and statutory safety checks.
You are responsible for general upkeep, garden maintenance (if applicable), and minor
day-to-day repairs.

7. Our Promise

We aim to respond quickly, communicate clearly and ensure all repairs are completed to
a high standard using trusted professionals.