If you have a maintenance issue outside of our office working hours, you can email your property manager who will pick it up on their next working day.
If a maintenance issue is causing danger to people or property - this is classed as an emergency and can be reported to us at any time of day by dialling our normal office number. If you are calling outside of our office working hours, follow the options to report an emergency and leave a message when prompted.
Often maintenance issues reported outside of office hours cannot be repaired immediately, but all emergency issues should be isolated as best possible until a contractor is able to attend.
Before contacting Easylets you should try to isolate the issue as best possible.
As an example: If there is a leak within the property you must switch off the water at the main stopcock. This isolates the issue so it is no longer causing danger to people or property and can then be reported during normal office hours.
Have you paid your electricity bill?
Check there is credit in your meter (if using a pre-pay meter) or if you have any unpaid bills. If you have no credit, you must either top up your key meter or contact your electricity supplier and make a payment.
If you are unsure who your provider is, their details can usually be found on the online database provided by SSEN: https://www.ssen.co.uk/supplier-search/
Do your neighbours properties have power?
If your neighbours also do not have power or the streetlights are out, it is likely there is a fault out with the premises. You must telephone the electricity board to check that the loss of power is not because of a general power cut or that the power has not been disconnected while works are happening nearby.
Power cuts and emergencies can be reported to SSEN by calling 105
You can also report a power cut & check for live power cut updates online via the SSEN website: https://powertrack.ssen.co.uk/powertrackHave you checked your fuse board?
If any of your switches have tripped or your fuses have blown, it’s likely that the issue is within your property.
If any of the fuse switches are off, flick the switch back to the on position.
If it stays on but you still have no supply, check that the main switch and any fuses labelled ‘RCD’ on the fuse box are switched to on.
If the switch trips again, then that indicates there is a fault with the property wiring, an appliance or the fuse box. Before contacting Easylets, ensure you check it is not one of your own appliances causing the issue.
To check this, follow the steps below:
If the fuse which trips is labelled as one of the power socket rings, the cause is likely to be an appliance which is plugged in; remove all appliances which are plugged in from the sockets and reset the fuse.
If after doing this the fuse does not trip, then plug each appliance back in one at a time.
If the fuse trips when a specific appliance is plugged in – then this appliance is faulty and must be repaired or replaced (the most common cause is faulty phone chargers so please ensure you check all items which are plugged in).
Generally, roof leaks cannot be repaired while it is still raining, and the best course of action is to contain the leak as best possible until a contractor can visit. Try catch water in buckets or soak up using towels to avoid damaging the property and its contents. This will also prevent the leak travelling to any properties below you.
If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately. Ask for a name and contact number so you can pass this on when reporting the issue.
You should contact the residents in the property above and ensure that the water in their property is switched off immediately.
It is the responsibility of the person who’s property is leaking to fix the issue. You should ask for a name and contact number of the occupants or owner of the property so you can pass this on when reporting the issue to Easylets.
Once the issue has been fixed, we will need to assess whether repairs in your property are required.
If the leak cannot be contained or you are unable to get a response from the property causing the leak, and you are getting substantial amounts of water coming through (e.g. from a live water supply line) the Scottish Fire and Rescue service can attend and shut off the water to the building.
If a leak is reported to you from the residents of a property below you must switch off the water in your property immediately using the water stopcock in your property.
If the leak only occurs when using specific sanitary ware (e.g only reported when the shower is being used) then you must stop using this and report the issue to Easylets.
Leave the occupants below with Easylets contact details but they must contact their landlord to report the issue also.
If you have a gas boiler please check whether the boiler is turned on and the pressure is topped up. If the boiler cannot be turned on or if there is no hot water after the boiler has been turned on and enough time has passed to heat the water, then report the issue to Easylets.
If you have electric heating check the heater is switched on and if any of your fuses have tripped.
If reporting an issue please include the appliance make, model and serial number (if possible). Please also provide an outline of the problem and describe any warning lights or unusual sounds. Including a photograph with your e-mail will also help us process the problem.
Smoke alarms and carbon monoxide alarms will generally be mains powered with a battery powered back up.
If your alarm is not functioning correctly, please check whether the batteries require replacement before reporting your issue.
If your alarm has a central control panel and is showing a ‘general’ or ‘power fault’ then check your fusebox for a tripped fuse and reset the alarm once the fuse has been reset.
If an appliance provided as part of your tenancy has tripped a fuse or is not functioning correctly, please report this to Easylets by emailing your property manager.
Please include the appliance make, model and serial number (if possible). Please also provide an outline of the problem and describe any warning lights or unusual sounds. Including a photograph with your e-mail will also help us process the problem.
The replacement of light bulbs is the occupier’s responsibility. You should replace light bulbs as necessary. If the light fitting is difficult to access, we can assist you in replacing the fitting however there may be a charge for this service.
If contacting our office, please explain what the problem is and item(s) affected in as much detail as possible. e.g type and size of bulb, screw cap/bayonet cap, standard, compact, LED, halogen etc.
Including a photograph with your e-mail will also help us diagnose the problem.
If multiple lights stop working at the same time, check your fuse box as it is likely caused by a tripped fuse.
Is the shower electric or mains connected?
If your electric shower is not switching on – check the fuse board to ensure the fuse has not tripped. Next check that the shower is switched on at the isolator- this is often a pull chord or red switch which disconnects the power supply to the shower and will be found either in the shower room, on an adjacent wall or by the fuse box.
If mains connected shower – check your boiler or hot water tank is switched on
If the above do not cover your problem please contact our office.
So that your problem is dealt with as quickly as possible please provide us with as many of the details as possible for the affected appliance. Please include the appliance make, model and serial number (if possible). Please also provide an outline of the problem and describe any warning lights or unusual sounds.
If you cannot gain access to the property due to faulty locks or the property is not secure this is an emergency and must be reported to us by telephone.
If you have lost your keys outside of our office opening hours, and cannot arrange for alternative accommodation until the next working day, we may be able to visit your property and provide a temporary set of keys.
There will be an out of hours a call out charge for this.