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How to Report a Repair

Speak to our Repairs Department

By Telephone - 01582 658 000

This telephone number will connect you to a simple menu system where you will need to select the Repairs option. You will be connected to a Property Manager who will ask you for your name and full address, which once given will enable the Property Manager to access full information for your property including the repair history. Your repair need will then be passed to your Landlord, if appropriate, for the necessary authorisation. Once the authorisation to proceed is received [if applicable] it is passed onto the correct contractor and given the appropriate priority. It is essential that you provide a contact telephone number for access so the contractor can contact you to arrange an appointment. Our contractors have existing authority to enter a property without you needing to be present.

By Email

You can email repairs@lenwell.com which is connected directly to the Management Department. If you are reporting a repair via email please ensure you give as much information as possible (e.g; if you are reporting a window repair please specify whether the window is UPVC or wooden). You must also provide details, including a contact telephone number so we can contact you if further information is required and to give to the contractor so they can arrange an appointment.

By Fax

Fax 0870 167 1906 – again please ensure that you provide full details of the repair and contact 

How quickly will the repair be done?

We assign a priority to works orders that we issue to our contractors so they know how quickly we would like the work to be done. We monitor our contractor’s performance by checking whether they have completed all orders within target. While we endeavour to ensure the targets are met, there are going to be occasions where the timeframe cannot be achieved, for a variety of reasons. If the contractor feels there may be a delay, he or she will try to contact you and make you aware of the delay.

The priorities are as follows:- 

AA – WITHIN 4 HOURS

This priority is ONLY used where there is an IMMEDIATE RISK to the resident’s health or security. Examples are:-

  • Board up for security
  • Gas leaks/supply failure
  • Burst to water supply/loss of supply
  • Total loss of electrical supply
  • Blocked toilet (where there is only one in the property) 

A – WITHIN 24 HOURS

This priority is to be used when there is a risk to the resident or the property if the repair is not dealt with quickly, such as:-

  • Partial loss of power
  • Unsafe power, lighting, electrical fitting (Where there is immediate danger).
  • Partial loss of water supply
  • Partial loss of gas supply
  • Blocked flue to open fire or boiler
  • Total or partial loss of space or water heating
  • Blocked or leaking foul drain, soil stack or toilet pan (where there is another toilet in property)
  • Leak from water or heating pipe, tank or cistern
  • Leaking roof (Make safe in 24hrs/complete in 5 days)
  • Loose or detached banister or handrail
  • Rotten timber flooring or stair tread
  • Fire door closures  

B – WITHIN 5 WORKING DAYS

This priority is for repairs that cause substantial inconvenience such as:-

  • Door entry system not working
  • Extractor fan to internal kitchen or bathroom not working
  • Externally leaking overflows
  • Defective light fittings/sockets
  • Minor plumbing leaks e.g. waste pipes/radiator valves  

C – WITHIN 28 DAYS

These are repairs that do not cause serious inconvenience such as:-

  • Brickwork
  • Cupboard/sink units
  • Internal doors/fittings
  • Fencing/gates
  • Floor/wall tiling
  • Garages
  • Guttering
  • Outbuildings
  • Plasterwork
  • Window adjustment
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