Report an issue

How to report a maintenance issue, who to contact, and what to do in an emergency. Use the right channel for the right type of issue to get the fastest response.

Choose the right channel

Choose the right channel. When reporting an issue, it is important to understand the type and severity of the problem so that you use the correct communication method. Using the wrong channel can delay your repair, please read this guide carefully so you know exactly what to do.

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General Issues

Via the Arthur App

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Emergency Issues

Call 020 3962 0206

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Gas Emergency

Call 0800 111 999

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Extreme Emergency

Call 999

Before You Report

If you are a tenant of a property where we provide full management services to the landlord, TAJ Real estate will be managing your tenancy on behalf of the landlord. This means we are your first point of contact for all communication regarding your tenancy, including maintenance and repairs.

Before submitting a report, please take a moment to consider the following:

  • Is this something you can safely resolve yourself? Tenants are responsible for day-to-day upkeep such as replacing light bulbs, unblocking sinks with a plunger, resetting a tripped fuse, or topping up boiler pressure

  • Is this an emergency that requires an immediate phone call, or a general repair that can be logged through your Arthur account?

  • Do you have photographs or a description ready to help us understand the issue?

Tenant responsibility notice: As the occupier, you are responsible for the upkeep of the property. If a contractor is called out and the issue is found to be a result of misuse, negligence, or tenant-caused damage, you will be charged for the call-out and any associated repair costs

General Repairs

Tenant responsibility notice:

Submit an issue via your Arthur account. This ensures your report is logged, tracked, and responded to as quickly as possible

The landlord is responsible for repairs and maintenance to the structure, services, fittings, and shared areas of the property. If you experience any of the following types of issues, please submit a report through your Arthur account:

Before submitting a report, please take a moment to consider the following:

  • General Maintenance

  • Kitchen & Household Appliances

  • Do you have photographs or a description ready to help us understand the issue?

What to include in your report: A clear description of the issue, the room or area affected, when the issue started, and photographs or a short video wherever possible. The more detail you provide, the faster we can arrange the right tradesperson.

Please note: If a contractor is called out and the issue is deemed to be a result of tenant usage or misconduct, you will be charged for the visit and the cost of the repair.

Emergency Issues

How to Report

Call our office directly during office hours, or use our emergency out-of-hours number if the issue occurs outside normal working hours.

An emergency is an issue that poses an immediate risk to the health and safety of you or other occupants, or that could cause significant damage to the property if not addressed urgently. If you experience any of the following, please call us immediately:

Before submitting a report, please take a moment to consider the following:

  • Flooding

  • Unsafe Electrics

  • No Lights or Power

  • Burst Pipes

  • Blocked Drains or Toilets

  • Dangerous Structural Problems

  • Front Door Locks & Access

Non-emergency call-out charges: If you contact us via the emergency line and the issue is assessed as not being a genuine emergency, you will be charged for the call-out. If you are unsure whether your issue qualifies as an emergency, please refer to the list above or contact us during office hours for guidance.

While you wait: If it is safe to do so, take steps to minimise damage — for example, turn off the water at the stopcock for a burst pipe, or switch off the electricity at the consumer unit if electrics are unsafe. Do not put yourself at risk.

Gas Emergency

If you smell gas, suspect a gas leak, or have any concerns regarding carbon monoxide, you must act immediately. Do not wait — follow these steps in order:

  • Open all windows and doors

    Ventilate the property immediately to disperse any gas.

  • Extinguish all naked flames

    This includes cigarettes, candles, gas hobs, or any other open flame.

  • Do not operate electrical switches

    Do not turn lights or appliances on or off, any spark could ignite gas.

  • Leave the property

    Evacuate all occupants and move to a safe distance outside.

  • Call the National Gas Emergency Service

    Call from outside the property. The service is free and available 24 hours.

  • Notify TAJ Real Estate

    Once you have contacted the gas emergency service, inform our tenancy management team via email and/or phone as soon as it is safe to do so.

National Gas Emergency Service — free, available 24/7

Carbon monoxide warning: Carbon monoxide (CO) is colourless and odourless. Symptoms of CO poisoning include headaches, dizziness, nausea, and confusion. If your CO alarm sounds or you suspect exposure, leave the property immediately and call 0800 111 999. Seek medical attention if you experience symptoms.

Extreme Emergency — 999

If there is an immediate threat to life, a crime in progress, or a medical emergency, you must contact the emergency services directly by calling 999.

This includes situations such as a fire, a break-in while you are at the property, a serious injury, or any other situation where immediate emergency response is required

Police, Fire, Ambulance — life-threatening emergencies only

After contacting emergency services: Once the immediate situation is under control and it is safe to do so, please contact TAJ Real Estate to inform us of the incident, particularly if there has been any damage to the property or a change to its security (e.g. a forced entry or broken window)

Non-emergency police: For non-urgent police matters (e.g. reporting a crime that has already happened, noise complaints, antisocial behaviour), call 101.

Repair Responsibilities

Understanding who is responsible for what helps avoid confusion and ensures issues are resolved quickly. As a general rule, the landlord is responsible for the structure, services, and installations, while the tenant is responsible for day-to-day upkeep and care

Landlord Responsibilities:

- Structure and exterior of the property (walls, roof, foundations)

- Installations for gas, water, electricity, and sanitation

- Heating and hot water installations

- Basins, sinks, baths, and toilets

- Shared or communal areas

- Ensuring the property meets the Decent Homes Standard

- Gas safety (annual check by a Gas Safe registered engineer)

- Electrical safety (5-yearly EICR)

- Smoke and carbon monoxide alarms at the start of the tenancy

- Addressing damp and mould that is not caused by tenant behaviour

After contacting emergency services

- Day-to-day cleaning and upkeep of the property

- Replacing light bulbs and fuses

- Unblocking sinks and drains caused by misuse

- Resetting tripped fuses or circuit breakers

- Topping up boiler pressure (where applicable)

- Testing smoke and CO alarms regularly

- Ventilating the property to prevent condensation

- Maintaining the garden to a reasonable standard

- Reporting issues promptly to avoid further damage

- Allowing access for inspections and repairs

Rechargeable repairs: If a contractor is called out and the issue is found to have been caused by tenant misuse, negligence, or a failure to report the problem promptly, the cost of the call-out and any repair may be recharged to you. Always report issues early — this protects both you and the property.

Under the Renters' Rights Act 2025: Landlords are expected to maintain properties to the Decent Homes Standard once fully implemented. This means addressing serious hazards, ensuring adequate heating, and maintaining the property in a safe and habitable condition. If you believe your landlord is not meeting their obligations, you can raise the matter with your local council's housing team.

How to Report Effectively

The quality of your report directly affects how quickly we can resolve the issue. A clear, detailed report helps us send the right tradesperson first time and avoids unnecessary delays.

  • Be specific: Instead of "the tap is broken," try "the hot water tap in the kitchen is dripping constantly and cannot be turned off fully"

  • Include the location: Specify the exact room and area — "bathroom ceiling above the shower" is much more helpful than "ceiling"

  • Take photographs or video: Visual evidence is extremely helpful, particularly for damp, mould, leaks, or physical damage

  • Note when it started: Has this been happening for days, or did it begin suddenly? Has anything changed recently?

  • Mention any temporary steps you've taken: If you've turned off the water or switched off an appliance, let us know

  • Be available: Ensure you or another named occupant is available to provide access when a contractor visits. Missed appointments may result in a call-out charge

Keep records: We recommend keeping a personal log of any issues reported, including dates, descriptions, and any communication with us. This is useful for your own records and can support any future deposit discussions.

Need to Report Something Now?

For general repairs, log in to your Arthur account. For emergencies, call our office directly. For gas emergencies, call 0800 111 999. For life-threatening situations, call 999.

This Hub is general guidance and does not replace your tenancy agreement or statutory rights.

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