Maintenance Service

If a repair or maintenance issue needs to be reported, please do so via our dedicated online service by following this link https://heatherlay.fixflo.com.  All maintenance must be reported via this online portal.

Fixflo allows our tenants to report maintenance online 24/7. Occupiers can report repairs via the reporting portal in 40+ languages, anytime, anywhere. The portal will ask you to provide all the essential information we need to carry out effective repairs.  Should the issue fall under the remit of the occupier, for example, a report of mildew in the bathroom, the portal will advise you of your responsibilities and will provide guidance on how to resolve the issue safely.

If the issue reported is deemed an emergency, the system will give you our dedicated out of hours mobile number to call.  Please only call the emergency number in emergency circumstances, we are of course limited to what we can do out of hours.

GAS: If you smell GAS, call Transco immediately on 0800 111 999

WATER LEAK: If you have a leak, please locate the stopcock to isolate the water flow.

FOR ALL OTHER EMERGENCIES, PLEASE CONTACT THE RELEVANT EMERGENCY SERVICE.

Heather & Lay Maintenance & Out of hours Service

In general, it is the landlord’s responsibility to ensure that the property is wind and watertight and structurally sound including ensuring that the heating and other fixtures work properly.  However, there may be occasions when you will need to contact our maintenance team. 

To facilitate this, we provide a dedicated maintenance and out of hours service.  During very busy periods we do need to apply our guidelines to prioritise workload in order of importance.

It is essential that all maintenance issues are reported to us swiftly and in line with our guidelines, priority will be assigned accordingly to resolve all issues.

Please see below our priority guidelines broken down into high, medium, and low priority.