Repair categories
Maintenance Response Categories
At Forge House Accommodation Solutions, we prioritise the safety, comfort, and well-being of our residents and staff. To ensure timely and appropriate responses to maintenance issues, we categorise all reported matters as follows:
Category 1 – EMERGENCY
(Response within 24 hours)
Situations that pose an immediate risk to the safety of residents, staff, or visitors, or where there is a high likelihood of further damage to the property. Examples include: Gas leaks Major water leaks or flooding Total loss of power or heating Structural damage affecting safety 📞 All emergencies must be reported by phone to ensure immediate action.
Category 2 – URGENT
(Response within 7 days)
Issues that do not present immediate danger but significantly impact the use of the home or its facilities. Examples include: Partial heating or hot water failure Faulty appliances are essential to daily living Damaged doors or windows affecting security
Category 3 – ROUTINE
(Response within 28 days)
Non-urgent repairs that cause minimal disruption and do not affect the overall use of the home. Examples include: Dripping taps Minor cosmetic repairs Single light fittings not working
Reporting Maintenance
To report a maintenance issue, please call us on: 01634 671 404 Alternatively, you can use the contact form at the bottom of this page for non-emergency issues. ⚠️ Important: Emergency issues must be reported by phone. Online forms and emails are monitored only during office hours.
Office Hours
Monday to Friday: 8:30am – 5:00pm Closed on weekends and bank holidays.
Troubleshooting Tips
Before reporting an issue, you may wish to check our Common Issues & Fixes section for simple troubleshooting steps that could resolve the problem quickly.
You don't have any
hot water or heating.
If your heating or hot water isn’t working, it’s usually a boiler issue. Here’s what to check:
You don't have any power.
If your power goes off, follow these steps: 1. Check your neighbours If their power is also off, it may be a local power cut. If they still have power, the issue is likely in your home. 2. Check your meter If you use a top-up electric key meter, make sure you have credit. 3. Find your fuse box (consumer unit) It’s usually under the stairs, near the front door, or next to the electricity meter. Inside, you’ll see switches called circuit breakers or RCDs. 4. Reset the fuses Open the cover. Turn all switches to ‘off’. Turn them back on one by one. If one trips again, that’s likely where the fault is. 5. Unplug faulty devices A broken appliance may still be connected and cause the fuse to trip again. Unplug anything you think might be the problem. Still no power? Call our Maintenance Helpdesk: 📞 Forge House Accommodation Solutions – 01634 671404
You have a blocked sink or toilet.
If you’ve found a blocked sink or toilet, try these steps: 1. Use hot, soapy water Pour it into the bowl and wait a few minutes. Try this a few times to help break up the blockage. You can also use a drain-cleaning product from a supermarket or DIY store. 2. Try a plunger Make sure the rubber part is covered with water. Pump it up and down to create pressure. If it’s a sink, cover the overflow hole to help seal it. Still blocked? Call our Maintenance Helpdesk: 📞 Forge House Accommodation Solutions – 01634 671404 Please note: If the blockage is caused by too much toilet paper or items like wet wipes, tenants may be charged for the cost of clearing it.
You have a water leak.
Water leaks can happen for many reasons, such as damaged pipes, faulty appliances, or overflowing baths, showers, sinks, or toilets. 1. Find the source of the leak Look around to see what’s leaking. 2. Turn off the water Use the stopcock to shut off the water supply. Place a container under the leak to catch any water. 3. Prevent further leaks Use bath or shower mats to catch water. Don’t overfill the bath. After bathing, check the floor and mop up any spills. 4. Report the leak Call Forge House Accommodation Solutions – Maintenance Helpdesk: 📞 01634 671404
You have found condensation and mould.
Condensation can cause black mould on walls, ceilings, clothes, and furniture. It’s worse in winter when windows stay shut and clothes dry indoors. Mould can damage your home and harm your health. Prevent mould by: Keeping your home warm and ventilated Drying windows and sills daily Leaving windows slightly open Using a fungicidal wash (available in supermarkets) to clean mould Repainting with fungicidal paint 6 Simple Steps: Produce less moisture Remove excess moisture Open windows Heat your home Insulate and draught-proof Kill and remove mould. Tenants must ventilate their homes to prevent mould. If you spot mould, report it to our Maintenance Helpdesk: 📞 Forge House Accommodation Solutions – 01634 671404
Your responsibilities and recharge costs.
Tenants must look after their property and avoid causing damage. You may be charged for: Clearing blockages caused by misuse Repairing damage (e.g. broken windows) Replacing keys or locks Misusing the emergency repair service Missing or refusing access to booked appointments Leaving the property dirty when moving out Leaving large unwanted items (e.g. mattresses, appliances) Asking EHSL to do work that is your responsibility Other similar issues 📞 For questions, call our helpdesk on 01634 671404
What is an emergency repair?
Emergencies include: Major leak or flooding Broken window or glazing No heating (in winter) No electricity Exposed electrics Roof leak All toilets not working Fire alarm failure No water or hot water Break-in or security risk Broken lock (can’t enter or secure property) Carbon monoxide leak 📞 If you have an emergency, call our helpdesk on 01634 671404
What is not an
emergency repair?
Non-emergencies include: Appliances not working No TV signal Squeaky doors Mould or condensation Scaled shower head Decorating Gardening or cleaning Dripping tap or radiator Damaged furniture Blown lightbulb 📞 For non-emergency repairs, call 01634 671404 Misuse of the emergency line may result in charges to the tenant.
Still need a hand?
We're here to help.
If your issue is urgent, please call us immediately on 01634 671404.
For all other enquiries, simply fill out the form on this page and we’ll get back to you in line with our agreed response times.