Please make sure you read the information below so you understand the maintenance process, including how long you can expect it to take for your maintenance issue to be solved.
Important information about reporting maintenance issues.
If you live in a property that is managed by LV PROPERTY, you can report maintenance issues online, once you have reported this via our online portal you can call for an update on 0121 285 7575 option 3.
For out-of-hours emergencies please call 0845 0177476 07719 178 831 / 07805 220 061 you will also need to report this online so that we have a record on file.
Please be aware that the out-of-hours line is for emergencies only. If you have a maintenance issue that occurs out of hours which is not urgent, then please log a maintenance report on this website and a member of our team will be in touch.
(Please note that, if you use the out-of-hours service for non-emergencies, you will be charged a call out fee by the contractor)
Some things will be your responsibility, others will be handled by LV PROPERTY on behalf of the landlord. We have a page on the website, which you can check to see who has responsibility for some maintenance areas. (Please see below for more information on this)
Maintenance timescales
When you’ve reported a maintenance issue, your next question will probably be when will it get fixed?’ Please see the table below for a rough idea of the time scales. our contractors usually fix most issues within 2 days.
If you are unhappy with the service provided at any point please kindly email management@lvproperty.co.uk with the full details, our aim is to provide you with the best possible service and our contractors will always try and resolve any issues on the first call out however things don’t always go to plan and that’s why we would love to hear your feedback.
(We aim to get most issues resolved as stated in the tenable below, please note these times may change and are subject to contractor and parts being available)
Landlord and tenant responsibilities
If you are on this page then it’s likely that you have a fault in your house, before you follow our ‘reporting guide’, have a read through this guide so you know what to try before calling us and also what you’re responsible for repairing and maintaining and what the landlord is.
In general, tenants are expected to look after the property as if it were their own home so there are some things you are expected to be able to look after around your house. We’re always here to help you out if you get stuck though!
Where you are responsible for repairing/maintaining items, we have some how-to guides available to show you what to do and what to try before calling us.
We will also explain where you may be charged.
Tenant responsibilities
Light bulbs: If a light bulb goes during your tenancy (and it was working when you moved in), it is your responsibility to replace this. You can buy bulbs in DIY shops or supermarkets.
Topping up your boiler/relighting your pilot light: Commonly boilers can stop working because there isn’t enough pressure in your boiler or your pilot light has gone out. See our ‘how to – boilers’ guide for full details.
Checking your washing machine filter: If your washer starts to fill with water and spins a little then stops, or just won’t open and is full of water, it is very likely that your filter is blocked. On the bottom right of the washing machine, you should see a flap and behind this, a screw cap. If you unscrew this, it should drain your machine and you will be able to pull the filter out. Chances are you will find a 5p coin or a hair clip, if you pull anything out and pop it back in, it should start going again. BE CAREFUL: if there is water in the machine it will drain out when you unscrew the cap so make sure you have trays and towels handy.
Looking after your keys: If you lose your keys during office hours, you can borrow our set and get a copy cut at your expense. If you lock yourself out when we’re closed we will try and get someone out but there is a charge for this as it’s out of hours. There may be occasions where no one can attend and you may have to wait until the morning or call a locksmith at your cost if it’s an emergency.
Programming your heating: Your heating often has a timer whether it be on the boiler itself or a separate programmer. We can’t come out to show you how to work this but if you email us with your boiler/time make and model number, we will send over an instruction manual if there isn’t already one at your property.
Gardens: It is your responsibility to keep the garden in a good state. If there are no tools to do so, please notify us and we can advise further. If you’re not sure whether your garden is maintained or not, feel free to call and we can advise you.
Post: You are responsible for forwarding any post that is addressed to the landlord and for dealing with the previous tenant’s post.
Landlord responsibilities
Smoke alarm batteries: These will get changed during property inspections but should your battery run out (it will start to beep), give us a call and we can pop over. It might be quicker however for you to buy a 9V battery and pop it in yourself though.
Specialist light bulbs: When you have any specialist light fittings (such as in bathrooms), we will replace bulbs in this situation.
Appliances that break down: If you’ve followed instructions under ‘tenants responsibilities’ and your appliances still aren’t working, the landlord can then get someone to go out and visit.
Guttering/roof issues: If you discover a leak in your property (this mainly happens when it rains, unfortunately), please notify us and we can arrange for a roofer to visit your house.
What you may be charged for
Locking yourself out: You will need to pay for a replacement key and out-of-hours call, if you call a locksmith this will also be your cost. They will require payment before attending the property.
Appliances: If you don’t follow the guides under ‘tenants responsibilities’ and an engineer is called out to fix something you should have, you may be charged a call-out fee.
Miss-operation of appliances: If an engineer visits your property and the appliance isn’t working because of miss-operation you might be charged the call out. Don’t forget, if you email us the make and model numbers we will do our best to dig out the instruction manual first to avoid this.
