How We Handle Emergency Maintenance Situations

At Property Genius, we understand that emergencies can happen at any time. To ensure the safety and comfort of our tenants, we’ve updated our emergency maintenance procedures. Below is an overview of how we handle these situations using the Fixflo reporting system.

Emergency maintenance situations include, but are not limited to:

• Gas leaks

• Major water leaks or flooding

• Complete power failure (not due to an area-wide outage, or insufficient funds on the meter)

• Fire or smoke damage

• Break-ins or security issues

• Structural damage posing immediate risk

• Lack of heating during cold winter periods

1. Access Fixflo:

   1. Tenants should report emergencies through the Fixflo platform in ALL cases.

2. Emergency Confirmation:

   1. The system will ask if this is an emergency by verifying:

      1. Is someone’s life in danger?

      2. Is the property being damaged?

      3. Can this wait until the next working day?

3. SMS Confirmation:

   1. If the tenant confirms it is an emergency, they will receive an SMS confirming the logged issue.

   2. Tenants should stay with their phone to wait for a call back.

4. Phone Call:

   1. Expect a phone call within 30 minutes to discuss the issue in detail.

5. Contractor Assignment:

   1. Following the phone call, a contractor will be assigned to attend to the issue within 4 hours of the issue being reported.

• Gas Heating Engineers - £150-£250

• Plumbers - £125-£250

• Electricians - £150-£250

• Electric Heating Engineers - £150-£250

• Commercial Heating/Water Systems Engineers - £250-£450

• Locks and Windows - - £150-£200

• Boarding Windows and Doors - £200-£250

• Fire Alarm/Security Alarm - £150-£250

• Door Entry/Door Access - - £175-£350

• Emergency Roofing Repairs - £295-£395

For further assistance or more information on our services, please don’t hesitate to contact us. Your safety and comfort are our top priorities at Property Genius.