How to initiate a maintenance request?
By Sufiyan Juwle. Published on 02/10/2025.
When something at home breaks, it’s easy to assume the worst: no one’s listening, nothing will happen, and you’re stuck living with the drip-drip-drip. Here’s the truth from the other side of the desk: maintenance moves fastest when we work like partners. Clear information in the right channel gets your issue triaged, queued, and resolved—often same day for emergencies. This is your cheat sheet to make that happen.
If it’s urgent, don’t email—call
If you have an urgent maintenance issue—burst pipe, sparking outlet, serious leak, anything posing a health-and-safety risk or likely to cause financial loss—call us immediately on 0800 001 659. We answer 24/7; if we miss you, we will call you back.
Right after calling, send us clear photos (and a quick video if possible) of the damage. Pictures let us brief the right tradesperson with the right tools on the first visit.
Life-and-safety first: if there is immediate danger (fire, gas, electrical), call 111 before you call us.
Ongoing or non-urgent issues: write first, then ring
For maintenance that isn’t urgent—dripping tap, broken latch, a heat pump that cools but doesn’t heat—email us at [Enable JavaScript to view protected content] or use the Contact Us form on our website. Include photos. After you’ve sent the form or email, feel free to follow up with a call on 0800 001 659 so we can confirm we’ve received everything.
Why write first? Your message becomes the job record. It captures details, timestamps the request, and helps us line up the correct trade at the right priority.
What happens after you contact us
We create a work order and email you a confirmation so you know it’s logged.
We notify the property owner if approval is required (this depends on the cost and the agreement in place).
We dispatch a qualified tradesperson and share the access plan (time window, key/lockbox use, or tenant attendance).
We track and audit the process—from your first report to invoice completion—so nothing falls through the cracks.
You can call 0800 001 659 at any time to check progress. We’ll give you the current status, next steps, and who’s doing what.
How to turbo-charge your request
Help us help you. Add these details to your email or form:
Location & symptoms: “Hot water cylinder cupboard, water pooling at base. Drip increases when shower runs.”
Photos/video: Wide shot for context + close-ups of the issue.
Make/model (if visible): Heat pump, oven, dishwasher labels.
Access plan: Best days/times, whether we can use a key or lockbox, pet notes, gate codes, parking tips.
Temporary controls: If you’ve turned off a water isolator or breaker (only if safe), tell us which one and where.
This level of detail often reduces fixes from two visits to one.
What counts as urgent (call us)
Burst or rapidly leaking pipes, major roof leaks
Electrical faults (sparks, burning smell, hot switch plates)
Sewage backups or blocked toilets where it’s the only toilet
No water, no power, or essential appliance failure affecting health/safety (e.g., heating in extreme cold)
What’s usually non-urgent (email first)
Dripping taps, running cisterns
Sticking doors, loose handles, minor cosmetic damage
One hob element not working when others do
Appliances still operating but underperforming (send details so we can triage)
If you’re unsure, call 0800 001 659—we’ll triage with you in real time.
“Do you have to come at a set time?”
For urgent work, the priority is to stop damage and make things safe. We’ll still try to give a window and will coordinate access (including key use if that’s been agreed). For non-urgent work, we’ll offer time windows and keep you posted if trades are running early or late.
Keys, access, and you
If you can’t be home, we can often use a key held under our standard procedures. Tell us if there are pets, alarms, or any rooms to avoid. If you prefer to be present, that’s fine—just give us a few options so we can book the earliest slot.
The myth of the “black hole”
From your perspective, silence can feel like inaction. Behind the scenes, we’re sequencing approvals, booking trades, and ordering parts. That’s exactly why we built a tracked and audited workflow. If you’re wondering where things are at, that’s not a nuisance—it’s smart. Call 0800 001 659 and we’ll update you.
What not to do (and why)
Don’t wait on an urgent issue. Water and electricity don’t get better with time.
Don’t DIY fixes that could create safety risks or void warranties.
Don’t report via social media. Posts and DMs can be missed; official channels create a verifiable record and trigger the workflow.
Don’t report via Text, WhatsApp, or other messaging alternatives. Messaging us through these mediums are not a sure way of reaching us; official channels create a verifiable record and trigger the workflow.
Our promise—and your part
We’ll respond quickly, communicate clearly, and treat your home like it’s ours. You can speed everything up by reporting through the right channel, sharing photos, and giving us workable access. It’s a simple pact, but it’s how leaky ceilings turn into booked jobs—and then into dry, quiet nights.
Urgent? Call 0800 001 659 now.
Non-urgent? Email [Enable JavaScript to view protected content] or use the Contact Us form, then call 0800 001 659 to confirm.
Urgent? Call 0800 001 659 now. Non-urgent? Email [Enable JavaScript to view protected content] or use the Contact Us form, then call 0800 001 659 to confirm. We’re Pride Property. When you tell us what’s wrong, we’ll show you what getting it right looks like.