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Maintenance

Maintenance guide


Report Maintenance

If you're on this page then you've probably got a maintenance issue.

We can’t guarantee things won’t go wrong in your house. Things break or stop working. That is why we have maintenance teams in each branch. Here, you can report a maintenance issue.

Please make sure you read the information below so you understand the maintenance process, including how long you can expect it to take for your maintenance issue to be solved.

Important information about reporting maintenance

If you live in a property that is managed by Purple Frog, you can report maintenance issues online or call your local branch.

In case of emergencies, we have 24 hour call out services. Call your local branch and choose option 7.

Please note that if you use the out of hours numbers for non emergencies, you will be charged. Our charges are explained on our fees and charges page.

Some things will be your responsibility, others will be handled by Purple Frog or your landlord. We have a page on the website that shows who has responsibility for maintenance.

Other issues are easy to fix yourself. It will be quicker for you to try first before calling us. You will find simple how to guides for boiler issues, washing machines and fridges. There is also a page about preventing mould and damp.

Maintenance timescales

When you have reported a maintenance question, your next question will likely be about the timescale.

We follow National Code guidelines for repairs. These are the time frames we use for sending someone out. We always aim to beat them.

If the maintenance issue needs parts, involves major works or needs a specialist engineer, it will take longer. We will try to fix issues as quickly as possible.

If you have logged a maintenance call and we have not sent someone out within these times, please let us know. Details of how to tell us you are not happy are on our complaints page.

24 hours

Urgent repairs, 5 working days

Other non urgent repairs, 20 working days
Affecting health or safety, for example major electrical fault or blocked WC. Affecting material comfort, for example hot water, heating or fridge failure or a serious roof leak.
  • Gas leak
  • Electrical fault giving no power
  • Security issues
  • Locks, tenant lock out or lock fault
  • Fire detection fault
  • No running water
  • Burst pipe or constant leakage
  • Blocked toilet if only one toilet in the property
  • Broken bed
  • Fridge or freezer fault
  • Fire battery replacement
  • Major roof leak
  • Pest issues
  • External drain blockage
  • Blocked sink
  • Blocked or non flushing toilet with multiple toilets in the property
  • Shower leak if it is the only shower
  • Window coverings in summer
  • Shower not working if it is the only shower
  • Bathroom light with no natural light
  • Lighting where the landlord is responsible
  • Lost tenant keys
  • Hazardous flooring
  • No hot water without an electric shower
  • No heating in winter
  • No hot water or heating due to no gas supply
  • Non working radiator in winter
  • Washing or dryer fault
  • Cooking facilities fault
  • Vacuum
  • Dishwasher
  • Non hazardous flooring
  • Intruder alarm fault
  • External repairs
  • Ventilation fan fault
  • TV fault
  • Furniture repair
  • Garden or fencing
  • Minor roof leak
  • Mattress replacement
  • Window issues if secure
  • Shower leak with multiple showers
  • Winter window coverings
  • Shower not working with multiple showers
  • No hot water with electric shower and kettle
  • Non working radiator in summer
  • No heating in summer
  • Internet issues

Treat your house as your own home. You should deal with basic things like light bulbs. If in doubt, give us a call and we will talk you through it.

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