In order to report maintenance and repairs issues, email the address below.
sunderland@belvoirlettings.com
Tenant Repairs
Out Of Ours Emergency
Should you have a Gas Leak then you would need to phone 0800 111 999.
If you decide you have an out of hours emergency then you can get the number by calling the office the phone will be answered by a team member who will access the repair and decide if it needs immediate repair or can wait until the next day here is a guide and some do’s and don’ts below
| Repair/ Fault | Action | Required to do |
| Blocked drains | Call to advise | If deemed to be caused by the tenant through negligence (e.g. nappies, sanitary wear) then cost will be tenant responsibility. |
| Blocked Sink/bath pipes | Wait until morning | Basic tenant maintenance knowledge should be enough to unblock a household pipe. Report to Belvoir Newcastle by email or by phone on the next working day. |
| Break In | Call to advise | If security is compromised call emergency telephone You must report the break in to the Police immediately and obtain a crime reference number. |
| Burst Pipes | Call to advise | Firstly turn off the water at the stop cock to isolate the flow of water into the property. This will halt any further water damage. If electrics affected, turn off the power |
| Doors and Locks | Call to advise | Only If security is compromised on an external fitting is it an emergency and, in this case, you should call an emergency number. For other faults report to Belvoir Newcastle by email or by phone on the next working day. |
| Fire | Call to advise | Call fire brigade on 999 immediately. Report to Belvoir Newcastle by email or by phone on the next working day. |
| Gas Leak | Call during working hours | Turn off the gas supply and call TRANSCO on 0800 111 999. The gas supply shutoff is usually, but not always, close to the gas meter. Report to Belvoir Newcastle by email or by phone on the next working day. |
| External Guttering/Roof | Call during working hours | Not an emergency unless loose debris is a danger or the internal fabric of the building is immediately at risk. |
| Fence Down | Call during working hours | Report to Belvoir Newcastle by email or by phone on the next working day. |
| No Heating | See Advise column | If between October & March (or where young, vulnerable or elderly person is part of the tenancy agreement) then call emergency contractor. Outside the months of October to March it is not an emergency, report to Belvoir Newcastle by email or by phone on the next working day. |
| No Hot Water | See Advise column | If between October & March (or where young, vulnerable or elderly person is part of the tenancy agreement) then call emergency contractor. Outside the months of October to March it is not an emergency, report to Belvoir Newcastle by email or by phone on the next working day. |
| Leaking Waste Pipes | NO | Catch water in suitable container and stop using the facility that empties to the waste pipe. (E.g. shower, washing machine). Report to Belvoir Newcastle by email or by phone on the next working day. |
| Lost Keys | NO | Tenant’s sole responsibility. If you require an out of hours’ locksmith you must arrange and pay for this. One of the new keys must be provided to Belvoir Newcastle on the next working day. |
| No Power | YES | Firstly check fuses. If any fuse has ‘tripped’ then reset it. If the power loss is isolated to one particular area/room then it is not an emergency situation. If a total power loss to property check with neighbours and Northern Power for an area wide power cut. If the failure is a total power loss to only your property call an emergency contractor. |
| No Water | YES | Call the utility supplier, Northumbrian Water and check with your neighbours. If the failure is only within your property then call an emergency contractor. |
| Security alarm malfunction | NO | If there is an alarm maintenance contract call the company direct otherwise report to Belvoir Newcastle on next working day. |
| Toilet Won’t Flush | No | As a temporary solution use a bucket/jug of water to flush the toilet. Report to Belvoir Newcastle on the next working day |
