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Maintenance issue?

From time to time maintenance problems can arise, when this does happen we would be required to contact the landlord to get their approval for the works to be completed before we can authorise any works, this may include an initial quote for repairs prior to works commencing. We will then contact either contractor we use or the landlords own contractors to arrange a visit.

Please report all non-emergency maintenance issues online via or for emergencies call 0330 122 7054.

Maintenance and Emergency Information

Our staff are happy to help tenants with maintenance problems and queries. We can tell you how to sort out a minor problem, send round the Landlords contractor or arrange for other contractors to carry out repairs.

Calling ‘Out of hours’

We do ask tenants to show some common sense about this, if you email us we can action this the next working day – for example, for problems that could easily wait until the next working day.

If you have any questions, or would like to find out more about renting a property through Mason Kelly please get in touch with our team.

Please note: If an emergency contractor attends unnecessarily you may be held liable for the costs involved.


IF YOU SMELL GAS – Switch off gas mains supply, open the windows, call the National Grid (previously called Transco) 24 hour emergency number on 0800 111 999. After carrying out these steps, inform Mason Kelly immediately.

Landlords - Mason Kelly

WATER LEAK – Turn off water mains. Switch off electrics if the water leak is near lights or power outlets. If water is coming from an upstairs property, alert the occupants above immediately and ask them to shut off the source of the leak. If they are not in, leave them a note to contact you or Mason Kelly, and call your local Environmental Health Department (numbers below) and ask for the water ingress team. If you are on the top floor, contact Mason Kelly immediately.

ELECTRICAL FAULT – Check fuses have not blown, circuit breakers are in the ‘ON’ position and that there hasn’t been a general power cut in the area. Replace bulbs if necessary. If you still do not have electricity contact Mason Kelly.

BOILER FAULT – If you think your boiler isn’t working properly, first check to see if the pilot light is on and, if you have a combi boiler, check that the pressure is between 1 and 2. The instruction manual will tell you how to re-light the pilot and re-set the pressure if you suspect this is the problem. If you require further assistance please contact Mason Kelly on the next working day. If there is a gas or water leak from the boiler, refer to the guidance above and call Mason Kelly immediately.

ACCESS TO YOUR PROPERTY – Due to the nature of their work, tradesmen are not always able to guarantee appointment times, therefore it would be more efficient to give them keys to your property to attend at their earliest convenience. However, if you wish to be present while the work is being carried out, this can sometimes be arranged.

If you lock yourself out of your property during office hours there will be a charge of £25, Mason Kelly will be happy to help if we hold spare keys, if after hours a cost of £75 will apply. If there is a fault with the lock we will arrange for an emergency contractor to attend. Please note you would be liable for a locksmith to gain entry if you have lost or misplaced your keys.

Please note that these are some of the things which tenants are expected to do themselves:

  • Test the smoke alarms and carbon monoxide detector and replace the battery if necessary
  • Bleed the radiators
  • Unblock plugholes with suitable detergent
  • Replace light bulbs
  • Tighten loose handles, toilet seats, etc., if only a screwdriver is required

For all other emergencies not listed, please use common sense before calling, we will only respond to real emergencies that cannot wait until the next working day.

If you have any questions, or would like to find out more about renting a property through Mason Kelly Property Consultants, please get in touch with our team.

Landlords - Mason Kelly