Tenant Support

If any maintenance problems should arise during your Tenancy, please read through the below frequently asked questions.

“Lucy's were always quick to respond and fix any issues with the house, we can't fault Lucy's. Everyone that we dealt with were very helpful.”
A previous tenant of Lucy Properties

I can smell gas

The smoke alarms keeps beeping

A light bulb has stopped working

Power failure

Blocked toilet

Blocked sink/plug hole/shower tray


No heating

Topping up a gas boiler

No hot water

I’m locked out

White goods not working

Water is pooling in my fridge

Freezer compartment doors are frozen over and the main door cannot close

Blocked shower head

Dishwasher is not draining

Dishwasher is leaving items marked

Extractor fan has stopped working properly

Condensation and mould

“Everyone at Lucy Properties who I came into contact with was professional and approachable. They were very quick at replying to emails and maintenance issues. Would definitely recommend them!”
A previous tenant of Lucy Properties

Only threats to the property which require immediate action are considered emergencies.

For example;

If your only toilet is broken.

If you have a broken key/door/lock and are unable to get in or out of the property.

Any leak that is more than a drip or cannot be contained in a bucket.

Only if early in the evening or at the start of the weekend and if it’s very cold and there are no other means of hot water.

If you become stuck in a lift follow the guidance in the lift.

If the lift is not operational please report this to property maintenance.

In the event of a power failure to any part of the house, the fuse box is the first area that should be checked.

We will be able to advise the location of the stopcock if you cannot find it.

In the first instance please call the fire brigade.

In the first instance exit the building and report to the police.

If there is no evidence of a fire and the alarm will not stop.

If a blockage is causing a leak or flooding and cannot wait until the next day.

Please telephone the Lucy Properties office (01865 559973).

If it is outside of office hours you will be put through to the answer phone which will give you further instructions of who to call.

If you still require assistance please call us as soon as possible on 01865 559973 or email maintenance@lucyproperties.com.

If you are calling out of office hours please leave full details on our answer phone and we will return your call when the office re-opens.

Please do not undertake any maintenance yourself without prior permission and do not at any time instruct your own contractors to carry out maintenance works.

See our guidance on becoming a Lucy Properties tenant.