Tenants must take reasonable care of the property and return it in line with the inventory and schedule of condition, allowing for fair wear and tear.

If damage, loss or a breach of the tenancy agreement is identified, the tenant will be notified in writing and given a reasonable opportunity to resolve the issue.

If the issue is not resolved, the landlord or agent may arrange for necessary work to be completed. The tenant may be responsible for reasonable and evidenced costs where these result from their breach of the tenancy agreement.

This may include damage to carpets, doors, windows, fixtures or fittings; missing keys; rubbish or belongings left at the property; or damage caused by unauthorised decorative work.

No charges will be made for fair wear and tear, improvements or betterment.

If a tenant loses a key, fob or other security device that provides access to the property, they must notify us as soon as possible.

Where a replacement key, security device or lock change is reasonably required, the tenant may be responsible for the reasonable and evidenced cost incurred. Any charge will reflect the actual cost of the replacement or work required, and written evidence of the cost will be provided.

Please report any repair or maintenance issues as soon as possible using the contact details below.

During office hours
Please call: 01429 880364

Out of office hours, weekends and bank holidays
For emergency repairs only, please call: 07961 481999.

The out-of-hours duty officer will assess the issue and arrange appropriate action where necessary. Non-emergency repairs should be reported during office hours.

For non-urgent gas queries, please follow the repair reporting guidance above.

If you smell gas, suspect a gas leak or are concerned about carbon monoxide fumes, call the National Gas Emergency Service immediately on 0800 111 999.

• Open doors and windows to ventilate the property.
• Do not use electrical switches, appliances, doorbells or mobile phones inside the property.
• Do not smoke, use matches or light any naked flames.
• If it is safe to do so, turn off the gas supply at the meter.
• Leave the property and call 0800 111 999.
• Once safe, notify us on 07961 481999.

To report a loss of electricity supply, or if you are concerned about the safety of our equipment, call our 24 hour emergency number 0800 668877

If there is a significant water leak, turn off the water supply if it is safe to do so. Please then contact us on 07961 481999 for emergency assistance.

In the first instance, please direct any queries or complaints to Sarahann Campion or call 01429 880364.

We encourage tenants to raise any concerns with us directly so that we can resolve issues as quickly as possible.

You may also seek advice from external bodies such as Citizens Advice or your local council if required.

Sarahann Campion Properties is a member of the Property Redress Scheme. If your complaint cannot be resolved internally, you may escalate it to the scheme.

Property Redress Scheme contact details:
Tel: 0333 321 9418
Email: info@theprs.co.uk

Where a tenant breach results in damage, loss or additional costs, the tenant may be liable for reasonable and evidenced costs required to put this right. Any charges will reflect the actual cost incurred and will not include fair wear and tear.

This may include, where applicable:

• Replacement or rekeying of locks where keys are not returned or are lost
• Damage caused by the tenant, household members or visitors
• Removal of rubbish or belongings left at the property after the tenancy ends
• Repairs required due to unauthorised alterations or DIY where damage has occurred
• Replacement of missing fixtures or fittings

All charges will be supported by evidence and will not exceed reasonable costs.