Reporting a Repair has MOVED to Property File! Please log into your account below and report the issue through there!
WHAT IS PROPERTY FILE?
PropertyFile is an online platform designed to keep you informed and updated about the property you’re renting. It provides easy access to key tenancy details, ensuring a smooth and hassle-free rental experience.
Haven’t activated your account yet?
Check your email for the activation link. If you can’t find it, contact an agent, and we’ll resend it to you.
WHAT CAN I DO AND SEE FROM MY PROPERTY FILE ACCOUNT?
1. Track Your Tenancy with the Timeline
Moving house can be stressful, but PropertyFile keeps you updated every step of the way—from application to move-out.
View your referencing status
Track scheduled property inspections
Get reminders for key dates, including move-in and move-out appointments
Check rent balances & payment history
Download important documents, including your tenancy agreement
Receive notifications about property inspections & key dates
Managing your tenancy has never been easier with PropertyFile! Activate your account today and stay in control.
2. Access All Your Tenancy Details in One Place
With PropertyFile, you’re always in control of your tenancy. View essential documents, check rent balances, and stay informed about all tenancy-related updates.
HOW DO I REPORT A MAINTENANCE ISSUE AND TRACK THE PROGRESSION?
1. Report Maintenance Issues Quickly
Use the PropertyFile maintenance reporting tool to log any issues. This ensures we receive your request immediately, reducing response times.
No need for follow-up calls—we’ll notify you as the work progresses.
Submit photos with your report to help us understand the issue faster.
Receive advice on common property concerns not covered by your tenancy agreement.
💡 Important: Reporting issues promptly prevents minor problems from becoming costly repairs, which could be your responsibility. Check your Assured Shorthold Tenancy agreement under the “Documents” section in PropertyFile for more details.
WHEN WILL I GET A RESPONSE AND HOW LONG DOES IT TAKE? (In Working Hours)
Immediate logging – When you report an issue via PropertyFile, it is instantly added to our system.
Quick response – We aim to address and resolve most repairs within 14 days, keeping you updated throughout.
Delays & special cases – If a repair requires additional time due to complexity or part availability, we’ll keep you informed.
If you live in flats or shared accommodation, please report any issues in communal areas, roofs, gardens, or outbuildings as soon as possible to prevent further damage.
HOW CAN I REPORT AN EMERGENCY OUT OF HOURS ISSUE?
1. Call us on 01262 228283
2. Listen to the recorded message and, if your issue is an emergency, press 1
3. Listen carefully to the emergency options and select the option that best matches your issue
(for example: Press 1 for No Heating & Hot Water, Press 2 for Escape of Water, etc.)
4. Follow the instructions provided and carry out the relevant checks for your specific issue
5. If, after completing these checks, the issue still persists, remain on the line until the end of the message and leave a voicemail
Your message will be picked up by an agent and responded to as soon as possible.
Please refer to the emergency repairs disclaimer below for further information.
EMERGENCY OUT OF HOURS ISSUE - DISCLAIMER
Our emergency repairs line is provided to allow tenants to report genuine emergencies that pose an immediate risk to health, safety, or the property.
Please be aware that we are not a 24-hour call-out or repair service.
As a letting agent, our role is to receive emergency reports, liaise with the landlord, and contact appropriate contractors where necessary.
In line with accepted housing standards, emergency repairs may take up to 24 hours to be attended, depending on the nature of the issue, contractor availability, and the time the problem is reported.
Before contacting the emergency line, tenants are expected to carry out the basic diagnostic checks provided. These checks are designed to:
Keep the situation safe
Prevent further damage
Avoid unnecessary emergency call-outs
If an emergency call-out is arranged and it is later identified that the issue was not an emergency or could have been resolved by completing the basic checks, the cost of the contractor attendance may be the responsibility of the tenant and not the landlord.
Please also consider the time of your call.
For example, if an issue is reported late on a Sunday evening, options to arrange attendance will be extremely limited. In such circumstances, even outside of managed tenancies, it would be difficult for most people to arrange repairs unless the situation is a major emergency, such as a serious safety risk.
Our emergency line exists to ensure critical issues are responded to appropriately, not to provide instant repairs outside normal working hours.