Your Arthur Account

Arthur is our property management platform, use it to report issues, view updates, access documents, and communicate with us, all in one place.

One platform for your entire tenancy: We use Arthur as our property management platform to make your tenancy simpler. You can report maintenance issues, view updates, access your tenancy documents, and communicate with us, all from one place, on any device.

What you can do in Arthur

Raise and track maintenance issues: Raise maintenance issues with photos and videos, and follow live updates as the job progresses.
Messages & Updates: Receive updates and messages about your requests, all linked to your property and tenancy.
Tenancy Documents: Download your tenancy agreement, certificates, guides, and inventory — available anytime.
Reminders & Info: View key tenancy information and receive important reminders and notifications.
Everything in One Place: No more searching through emails, all your tenancy information is centralised and accessible.
Faster Responses: Reduce delays by keeping a clear record of communication that links directly to your property.

🔧 How to Report a Maintenance Issue

Arthur is the quickest way to report maintenance issues because it allows you to send photos and videos, provide your access availability, and receive live updates as the job progresses.

1. Open your tenancy in Arthur
Navigate to "Maintenance" or "Issues" (the wording may vary depending on your device).
2. Describe the issue clearly
Include where the issue is located, when it started, and what you have noticed. Be as specific as possible.
3. Upload photos or videos
Visual evidence helps us understand the issue and send the right tradesperson first time.
4. Add your access availability
Provide 2–3 options for the best appointment times so we can arrange access as efficiently as possible.

Appointments & access: Please ensure someone is available to provide access at the agreed time. Missed appointments may cause delays and could incur a contractor call-out charge where applicable.

Pro tip: If the issue is urgent (e.g. a significant leak), state in your report whether you have been able to isolate the water or electricity, and include a short video showing the severity of the problem. This helps us prioritise and respond faster.

📄Tenancy Documents

Arthur stores your key tenancy documents in one place so you can view and download them at any time without needing to email back and forth. Documents you may find in your Arthur account include:

Your tenancy agreement and any addendums (where provided)
Prescribed information and tenancy guides
Safety certificates, Gas Safety Certificate (CP12), Electrical Installation Condition Report (EICR), and Energy Performance Certificate (EPC), where applicable and provided to us
Check-in / inventory documents (where applicable)
Any other correspondence or documents uploaded by your property manager

Where to find them: Log into Arthur and look for a "Documents" or "Files" section within your tenancy. If you cannot find a document you expect to be available, please message us via Arthur so we can assist.

💬Messages & Updates

Arthur helps keep communication clear by storing messages and updates about your tenancy and any maintenance requests in one central place. This reduces the chance of missed emails or confusion.

Messages sent via Arthur automatically link to your property and your specific request, which helps us act quickly and keeps a clear record for both parties.

Faster responses: Messaging through Arthur is the quickest way to reach us for non-urgent matters. Because your message is linked directly to your tenancy and property, we can pick it up and respond without needing to cross-reference emails or search for your details.

Keep it in Arthur: For all non-emergency tenancy communication, we encourage you to use Arthur rather than email. This ensures everything is logged in one place and helps avoid delays or lost messages.

🚨What Counts as an Emergency?

An emergency is a situation that poses an immediate risk to safety or serious property damage. In those cases, you should contact the emergency services first (where appropriate) and then use our out-of-hours emergency number if the issue is urgent and property-related.

Examples of emergencies:

Uncontrollable water leaks or burst pipes
A security issue following a break-in
Loss of essential services where there is an immediate safety concern (e.g. total loss of heating in extreme cold, no electricity)
Fire or suspected gas leak

Non-emergencies : the following should be reported via Arthur:

eneral maintenance and minor repairs
Minor leaks that can be contained
Appliance issues (e.g. a faulty dishwasher or tumble dryer)
Cosmetic concerns (e.g. a cracked tile, peeling paint)

Gas emergency: If you smell gas, do not use electrical switches, open all windows, leave the property, and call the National Gas Emergency number: 0800 111 999. Once safe, notify us by phone or via Arthur.

Not sure if it's an emergency? If you're uncertain, report the issue via Arthur during office hours and describe the urgency. If you believe there is any risk to safety, always err on the side of caution and call us directly.

📱Using Arthur on Your Smartphone

Arthur is available as a dedicated mobile app, which we recommend downloading so you can easily manage your tenancy, raise issues, and access documents on the go. The app gives you faster access to maintenance reporting and allows you to upload photos or videos directly from your phone.

Apple iPhone (App Store)

Open the App Store, search for "Arthur Occupant", download the app, and log in using the same email address linked to your tenancy.

Android (Google Play Store)

Open the Play Store, search for "Arthur Occupant", install the app, and sign in using your tenancy email address.

Web Browser

You can also access Arthur from any web browser on your phone, tablet, or computer, no download required.

Already have access? If you can log in via a browser, you can use the same login details in the mobile app — no separate registration is required.

🔖 Bookmark Arthur for Quick Access

We recommend saving Arthur to your phone or computer so you can quickly report issues, check updates, and access documents whenever you need them.

Chrome / Edge / Firefox
Open the Arthur login page, click the star icon in the address bar, name the bookmark (e.g. "Arthur Tenant Portal"), and save it to your bookmarks bar.
Safari (Mac)
Open the Arthur login page, select "Bookmarks" → "Add Bookmark", and save it for quick access.
Add to Home Screen (iPhone / Android)
Open Arthur in your mobile browser, tap the share button, and select "Add to Home Screen". This creates an app-like shortcut on your phone.

Why bookmark? Keeping Arthur bookmarked or on your home screen ensures you never miss important updates, messages, or document access during your tenancy.

❓Help & Frequently Asked Questions

I can’t log in — what should I do?

First, check that you are using the correct email address, the one linked to your tenancy. Try resetting your password using the "Forgot Password" link on the login page. If you still cannot access your account, contact us and we will arrange for a new invitation to be sent to you.

Should I still email you about repairs?

For all non-emergency maintenance issues, please use Arthur rather than email. Reporting through Arthur is faster because your request is automatically linked to your property and tenancy, which helps us triage and respond more efficiently. For genuine emergencies, call our office or out-of-hours number directly.

What if I’m not sure whether something is an emergency?

If there is any immediate risk to safety (fire, gas leak, flooding, structural collapse), contact the emergency services first, then call our office. For everything else, report it via Arthur during office hours and describe the urgency clearly. If in doubt, it is always better to call us than to wait.

Can I download documents from Arthur?

Yes. Log into Arthur, navigate to the "Documents" or "Files" section within your tenancy, and you can view and download any documents that have been uploaded. This may include your tenancy agreement, safety certificates, inventory, and other important documents. If a document you expect is missing, message us via Arthur.

Can other people in my household access Arthur?

For security, Arthur access is only provided to named tenants or occupiers listed on the tenancy agreement. If you would like another named tenant to have access, please contact us and we will arrange an invitation for them.

I've reported an issue but haven't heard back, what should i do?

Please allow reasonable time for us to review and respond, we aim to acknowledge all reports within 1–2 working days. If your issue is urgent and you haven't received a response, send a follow-up message via Arthur or call our office. Check your Arthur notifications and email in case a response has been sent that you may have missed.

Need more help? Message us via Arthur for the quickest support, or contact us using the details on the Tenant Hub contact page.

Need Help with Your Arthur Account?

If you're having trouble logging in, can't find a document, or need any assistance with Arthur, please get in touch. We'll get you sorted as quickly as possible.

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