Tenant safety is a paramount concern for Hello Maintenance, and strict adherence to UK safety regulations for gas and electrical systems is ensured.
For Gas Safety, all gas appliances provided by the landlord are maintained in good working order. Annual Gas Safety Inspections (CP12 certificates) are carried out by Gas Safe registered engineers (formerly CORGI), and a copy of the certificate is issued to the tenant the same day. Tenants are advised to report low water pressure, cold spots on radiators, or strange boiler noises immediately, as these can be early indicators of issues.
For Electrical Safety, the electrical installation (fixed wiring) and any landlord-supplied electrical appliances are ensured to be safe. Electrical Installation Condition Reports (EICRs) are a legal requirement, conducted every five years, and tenants receive a copy of the report.
Regular inspections by qualified electricians are scheduled, and tenants are educated on electrical safety and proper use of outlets. Signs like flickering lights, frequent circuit trips, or burnt smells from sockets should be reported immediatelyRead More

While Hello Maintenance professionals take utmost care during repairs, unforeseen incidents can occur. If damage is caused to personal belongings or the property's internal decoration as a direct result of repair work carried out by Hello Maintenance or its contractors, the landlord is responsible for making good the damage.
This includes making good internal decoration if it was spoiled during the landlord's obligated repairs. Tenants should immediately document any such damage with photographs and report it to Hello Maintenance to ensure it is promptly assessed and rectified. Read More

As a tenant, there is a common law duty to take proper care of the property and ensure that neither the tenant nor guests cause damage. If a repair issue arises directly from damage caused by misuse, neglect, or unreasonable actions (e.g., broken fixtures from misuse, excessive holes in walls, neglect leading to major repairs like ignored leaks causing damp issues, not using an extractor fan causing condensation, or leaving candles burning unattended), then the tenant may be responsible for the cost of repair.
Hello Maintenance will assess the cause of the damage fairly. If it is determined to be tenant-caused, this will be communicated clearly, and options for resolution will be discussed, which may include the tenant arranging the repair themselves or Hello Maintenance undertaking the work and recharging the cost.
Hello Maintenance aims to be transparent, fair, and evidence-based in its assessment process for damage causation. Read More

Damp, mould, and pest infestations are serious concerns that can significantly impact health and living conditions. Hello Maintenance takes a proactive and thorough approach to these issues: For Damp and Mould, the root cause is investigated, which can include penetrating damp (leaking roofs/gutters), rising damp (moisture seeping up from the ground due to compromised damp-proof courses), or condensation (often due to poor ventilation, drying clothes indoors, and lack of heating). Addressing the source is crucial, whether it involves fixing leaks, improving insulation, or installing adequate ventilation.
Tenants will also be advised on preventative measures, such as proper ventilation and heating, to reduce condensation.
It is important to note that mould is not just unsightly; it poses significant health risks like asthma, respiratory infections, and can affect mental health.
For Pest Infestations, such as rats, mice, cockroaches, or bed bugs, Hello Maintenance will arrange for professional pest control services.
Tenants are also advised on preventative measures such as maintaining cleanliness and sealing cracks and holes to deter pests.
Damp, mould, and pests are not merely property issues; they are explicitly linked to tenant health and safety, capable of triggering serious health conditions.
A service that merely "fixes" the superficial problem without addressing the underlying cause or educating tenants on preventative measures will see recurring issues, undermining confidence.
Hello Maintenance follows a holistic, root-cause-oriented approach, coupled with tenant education. Read More

Most tenancy agreements include a clause requiring tenants to provide reasonable access for necessary repair work.
Hello Maintenance will always provide reasonable notice before needing access to a home, typically 24-48 hours, unless it is an emergency requiring immediate attention (e.g., a burst pipe, gas leak, or severe electrical fault).
For repairs in communal areas (e.g., entrance halls, stairwells, roofs), landlords, and thus Hello Maintenance, do not always need to give individual notice to tenants.
It is important to cooperate with reasonable access requests to ensure the timely resolution of issues and prevent minor problems from escalating into more serious or costly damage.
If there are specific availability constraints, these should be communicated to Hello Maintenance when reporting the issue, so efforts can be made to accommodate.
While landlords have a right to access for necessary repairs, tenants also have a fundamental right to quiet enjoyment and privacy in their home. Hello Maintenance is committed to providing clear communication about standard notice periods and demonstrating flexibility in scheduling, where possible, respecting the tenant's home and privacy. Read More

Hello Maintenance is committed to providing high-quality service and values feedback, employing a tenant-first approach across its operations.
No job is considered "completed" until a positive review is received from the tenant, specifically regarding the onsite "fix," the contractor who attended, and the overall "Hello Maintenance" issue reporting and resolution service.
If there is dissatisfaction with a repair or any aspect of the service, tenants are encouraged to follow the internal complaints procedure as the first step. This allows the service to address concerns directly and promptly, aiming for a swift resolution.
If a complaint is not satisfactorily resolved through the internal process within 2 weeks, there are further avenues for recourse, which Hello Maintenance fully supports:

• Property Redress Scheme or The Property Ombudsman: If the landlord is a member of a government-approved redress scheme (a legal requirement for most letting and property management agents), the complaint can be escalated to an Ombudsman. They can investigate, make a binding decision, and order actions such as financial reimbursement or compensation for inconvenience and distress.
• Mediation: An independent third party can help facilitate a resolution between the tenant and the service, though both parties must agree to this course of action.
• Local Council (Environmental Health): For issues that pose a risk to health or safety, or constitute a 'statutory nuisance' (e.g., persistent damp, faulty electrics, infestations, unacceptable noise levels), the local council's Environmental Health department can be contacted.
  They can inspect the home and potentially force the landlord to carry out repairs, prosecute or fine them, or even carry out the work and charge the landlord.
• First Tier Tribunal (Property Chamber): For more complex or persistent disputes, or if there is a belief that the management company is habitually failing its responsibilities, an application can be made to this tribunal.

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Hello Maintenance is committed to upholding all relevant UK housing laws and regulations to ensure homes are safe, comfortable, and compliant with all housing standards. This commitment underpins every aspect of the service. Key areas of compliance include:

• Landlord and Tenant Act 1985 (Section 11): Ensuring the property's structure, exterior, and essential services (plumbing, heating, sanitary installations) are maintained to a habitable standard.
• Gas Safety (Installation and Use) Regulations 1998: Mandating annual gas safety checks (CP12 certificates) by Gas Safe registered engineers for all landlord-supplied gas appliances.
• Electrical Safety Standards: Ensuring electrical installations are safe with mandatory Electrical Installation Condition Reports (EICRs) every five years, and safety checks for landlord-supplied electrical appliances.
  They can inspect the home and potentially force the landlord to carry out repairs, prosecute or fine them, or even carry out the work and charge the landlord.
• Fire Safety Regulations: Ensuring all landlord-supplied furniture meets fire resistance requirements (for tenancies after March 1993) and that smoke alarms and carbon monoxide detectors are fitted where required.
• Fitness for Human Habitation: Proactively addressing issues like damp, mould, and pests that can render a property unfit for habitation or pose health risks.

Hello Maintenance maintains meticulous records of all inspections, repairs, and safety certificates, which are available to managing agents, landlords and, where legally required, provided to tenants. This systematic approach ensures ongoing compliance and accountability. Read More