We want your tenancy with Castlebrae to be as comfortable and stress-free as possible. Part of that means making sure your home is well maintained and that when something goes wrong, you know exactly what to do and who to contact.
This page explains how to report a maintenance issue, what happens next, and what you should do in an emergency.
If something in your property needs attention, please let us know as soon as possible. Reporting issues promptly helps us resolve them quickly and prevents small problems from becoming bigger ones.
We will always ask that you send us an email describing the issue and with any photos, this is essential for our record keeping.
Our dedicated maintenance team will usually respond to your email within 1 working hour but always feel free to give us a ring to make sure we've received it.
Once we receive your report, here's what you can expect:
We'll log your request. Every maintenance report is recorded so nothing gets missed and you have a clear record of what was reported and when.
We'll assess the issue. Depending on the nature of the repair, we'll either arrange for one of our trusted contractors to attend, or we'll contact your landlord to discuss the best course of action.
We'll keep you informed. We'll let you know when a contractor has been arranged and give you an expected timeframe. We ask that you provide reasonable access to allow works to be carried out.
The repair will be completed. Once the work is done, we'll follow up to make sure you're satisfied with the outcome.
Some situations require immediate attention outside of normal office hours.
An emergency is generally defined as something that poses an immediate risk to your health, safety, or security, or that could cause significant damage to the property if not dealt with right away. Examples include:
A significant water leak or burst pipe
A gas leak — if you smell gas, call National Gas Emergency Service immediately on 0800 111 999 and leave the property
A broken lock or door that cannot be secured
A roof leak causing damage inside the property
A total loss of heating or hot water during cold weather where there is a vunerable person living in the property.
For anything that is urgent but not an immediate emergency, please contact us as early as possible on the next working day.
If you accidentally lock yourself out, you will need to arrange and pay for a locksmith directly. This is not covered under your tenancy agreement and is considered a tenant responsibility.
If the locksmith needs to change the lock to gain entry, you are responsible for supplying a full set of replacement keys to our office promptly. We require these to ensure we can access the property in the event of an emergency or for scheduled inspections. Please do not delay in providing these — failure to supply replacement management keys may be considered a breach of your tenancy agreement.
Condensation is one of the most common issues we see in rented properties, and it's often something tenants can manage with a few simple steps. It occurs when warm, moist air meets a cold surface — in kitchens, bathrooms, and on windows.
Request our full and detailed tenant guide covering everything you need to know about looking after your property. This includes a clear breakdown of what's your responsibility and what's ours, practical tips and advice on day-to-day maintenance, and guidance to help make sure you get your full deposit back at the end of your tenancy.
How long will it take for my repair to be fixed?
Can I carry out repairs myself?
Who pays for repairs?
What counts as an emergency?
