Reporting a repair 

From time to time there will be a need to report a maintenance repair on your property. There are a number of ways that you can do this depending on the arrangement that Goodfellows have with your landlord. This will be outlined in tenant welcome pack. To make sure you get the right service, please choose from the following options below. 

Out of hours emergency and charges

If the emergency arises outside usual office hours, please call our Out of Hours emergency number 0208 687 8345.

Please note, however, if an emergency call-out is instructed and it is determined that the problem is not an emergency after all and could have been dealt with during office hours, or if the problem has arisen because of tenant misuse, you may be charged the cost.

Emergency repairs mean those repairs which are necessary to alleviate, remove or reduce immediate risk to the safety, security and health of a tenant, the public or property.

Out of hours emergency reporting

There might be a time when you have an emergency outside of normal office hours.  You will have a tenant’s pack with details of any service agreements which your landlord may have set up – check this for any telephone numbers and contacts which are already in place.

Before you call an emergency contractor, please call the Property Management team on 020 8687 8345.

Check out the property tips for tenants page and see if you can solve the problem yourself.

If you call an emergency contractor and it is subsequently not deemed to be an emergency, you will be liable for the costs incurred.

Fully managed tenant - reporting process

Introducing Fixflo your repair reporting system

Whether it’s a leaky tap or a blocked drain, we appreciate that from time to time you may experience problems with your property. The good news is Fixflo is here to help. The efficient, easy to use system is available to all tenants of properties managed by Goodfellows, and offers both tenants and landlords complete peace of mind.

Report a repair through Fixflo

Benefits of Fixflo

  • The system is online, so you can register issues anytime, anywhere
  • 24/7 access available
  • In-system guidance for tenants
  • User-friendly icons allow you to find what you’re looking for, fast
  • The portal can be translated into multiple languages
  • Photos can be added to each report

What constitutes as an emergency?

No Heating

The out of hours emergency service should only be used if you are going to be left without heating for more than 24 hours.

Gas Leaks

You should call the National Grid in the first instance on 0800 111 999.

No Hot Water

The out of hours emergency service should only be used if you are going to be left without hot water for more than 24 hours.

Lack of Power 

Considered an emergency if there is a total loss throughout the property and, only then, after first checking:

• The fuse board.
• Neighbouring properties.
• Or with the electricity supplier to determine whether there is a general power cut with electricity supplier or to determine whether the supply has been cut off due to unpaid bills or failure to pay for connection.

Total Lack of Water Supply

Considered an emergency if there is total lack if water supply anywhere in the property. The water supplier should be contacted in the first instance to ensure that works are not being carried out in the area.

Plumbing Leaks

Considered an emergency if it cannot be contained and is causing damage, especially if penetrating an electrical fitting. You should isolate the leak by turning the water off at the stopcock or gate valve until the contractor attends to identify the source and carry out the necessary repairs. If the leak is coming from a property above or adjacent, you should contact those occupants immediately.

Roof Leaks

Considered an emergency if the leak is causing major damage or is penetrating an electrical fitting. In wet, windy or dark conditions, a contractor would be sent to make safe only. Only in safe conditions will a contractor attend to identify the source and carry out the necessary repairs.

Damage to Roofs

Considered an emergency if hazardous, such as slates possibly falling on to a public highway.

Downpipes & Gutters

Considered an emergency only if water is entering the building causing major damage or a loose part is dangerous and cannot be made safe.


Clearing blocked waste outlets, traps and pipes to the kitchen sink, bath, wash basins, etc is the tenant’s responsibility. If a contractor is dispatched, tenants will be recharged the cost of attending to any blockages if it is found to have been caused by the tenant’s negligent action, e.g. flushing of nappies, disposal of food.


Considered an emergency if the only toilet on the premises is blocked, and only then if attempts to flush with a bucket of water have failed.

Insecure Property

If the property is insecure as a result of a break-in, e.g. damaged door, you should notify the police in the first instance and obtain a crime reference number. A ground floor window being jammed open or an inoperable lock would also be considered an emergency.

Lock outs

If we manage your property at Goodfellows and not the landlord directly then we will usually hold a key. Alternatively If as a result of losing a key or locking it inside the property, you could call a local locksmith although this will be more expensive and at your own expense. If we were to dispatch a contractor under these circumstances, the cost would be recharged to you. In the event that it is a defective lock and a locksmith has been called out and confirmed this is the case, the lock would be repaired/replaced at the landlords expense.

Dangerous Walls & Fences

Considered an emergency if in a dangerous condition, e.g. storm damage or accidental impact damage. These will be made safe in the first instance. Repairs and/or rebuilds will not be treated as an emergency.

Maintenance tips

Maintenance tips for tenants

If you are renting a property then big issues will be dealt with by your landlord. But there are a number of things you can be responsible for yourself...

Central heating – when it’s really cold and the temperature is likely to drop to freezing, it’s a good idea to leave your thermostat on about 15 degrees and leave the heating on all of the time.  Many radiators have individual thermostats so you can leave them set in each room.  Check your boiler works properly before the end of the summer months so you know it is in full working order for the winter.

Radiators – you can bleed the radiator if the top part of it is cold and the bottom is warm – air is trapped in the system and bleeding the radiator will release the air to let hot water fill it. If a number of the radiators are cold then you might need to get your property manager to arrange for a heating engineer to check the whole system.

Burst or leaking pipes – pull away any carpet and use a towel or newspaper to absorb the water and put a dish under the leak to catch any more water.  If it is a small leak then let your property manager know.  If it is a burst pipe then turn the water off at the main stopcock.  Turn on all the taps and this will empty the water from the system.  Call your property manager.

Common problems

  • If your oven has stopped working - check the clock and reset the timer.
  • If your washing machine has stopped or won’t drain - check the pump filter, drain the machine and check to see if something has got stuck.
  • If your electricity trips – check to see if one appliance is the problem.