Repairs & Maintenance
How Do I Report An Issue?
Log in to our maintenance portal on the FixFlo website.
You will be guided step by step on how to report the issue and our team will arrange an appointment with you via the Fixflo portal.
How Can I Arrange An Appointment?
Once you report your maintenance issue, our Facilities Team will acknowledge the receipt of your report and arrange an appointment to resolve the issue. They may contact you to ask some questions to diagnose the issue and reduce the need of repeat visits.
They may also ask you to perform some diagnostics such as switching the appliance off and on or checking that you have a suitable pan if you have an induction hob.
If you select that maintenance can enter your apartment without you being present, we will schedule the appointment at the earliest opportunity. If you would like to be present in the apartment during the visit, we will contact you to arrange a suitable day.
How Long Will It Take To Fix It?
We understand that once you report an issue you would like it fixing as soon as possible. Normally, the resolution time will depend on the nature of the issue you are experiencing.
Some of the issues are classed as emergencies and we will dispatch someone within 12 hours of receiving your report to address them. Emergencies include total loss of electricity in your apartment, total loss of water in your apartment, leaks, fire safety system issues, total loss of heating in your apartment during cold weather, and breach of secure access to an apartment.
Please report emergencies by calling 0151 708 7000 option 4 as this phone is monitored 24/7.
There are also issues classed as urgent issues that we aim to resolve within 10 working days. These include breakdown of essential appliances such as fridges, washing machines and cookers, replacing faulty light fittings, partial loss of heating, electricity or hot water and similar.
Finally, there are routine issues such as decorating after maintenance works, minor repairs such as loose cupboard handles, blind repairs and replacements, non-essential furniture replacements. We aim to resolve these within 20 working days.
Sometimes we will need to attend your apartment several times to resolve the issue as there may be several operatives or tasks required to complete the job. Occasionally, there may be delays which are out of our control due to weather conditions, delivery timescales for spare parts or replacements.
Who Will Attend The Appointment?
We have a fantastic Facilities Management department to help us look after your home. The Facilities Admin team will book the jobs and manage communication, while the Maintenance Team will attend most of the jobs that include general maintenance and repairs.
However, there are some specialist tasks that are performed by carefully selected third party companies and suppliers to ensure that all issues are resolved correctly and to the right standard.