What to do in an emergency

In the event that things go wrong inside your rental home, our system is available 24/7 to report emergencies or maintenance. Take a look at the information below to find out who best to contact and how to get issues resolved quickly.

Rental emergencies and maintenance

Emergency maintenance issues

During our closed period

In the event of an emergency outside of office hours (complete loss of heating or hot water, severe water leak, or anything which presents a real danger to life or property) please use our video service, Help me Fix.

You should have received a welcome link via SMS and email when you moved into the property. If you cannot find your welcome link, you can log into Help me Fix at https://app.helpmefix.io via your mobile device, using the email address associated with your tenancy, and the password: “haslams”.

If your Landlord manages your property, or if there is an emergency procedure already in place such as British Gas Homecare, or Homeserve emergency Response, please contact them directly in the first instance.

In the event that an emergency call out is made that does not in fact qualify as one of the reasons stated earlier, then any costs associated with this may be recovered from your deposit held.

Please note that outside of office hours many suppliers close down and therefore getting spare parts for items such as boilers etc. can be difficult or simply not possible – whilst our contractors will do their best in these circumstances a fix may not be achieved immediately.

Standard maintenance issues

Please report all standard, non-emergency maintenance issues via the in-hours reporting system. The Client Management team will then pick up the logged issue. If you still need to get in touch with a team member during open hours, you can phone 0118 960 1057 or email clientmanagement@haslams.net.

For out of hours maintenance issues, please use our video service, Help me Fix. You should have received a welcome link via SMS and email when you moved into the property. If you cannot find your welcome link, you can log into Help me Fix at https://app.helpmefix.io via your mobile device, using the email address associated with your tenancy, and the password: “haslams”.

Please only use the Help me Fix service if you have a genuine maintenance issue. If your issue category is not covered, please report your issue to your property manager during normal working hours in the usual way stated above.

Loss of power, gas or water

If you experience a loss of power, gas or water at your property, please contact your utility supplier in the first instance who may be able to assist you.

Should you smell gas at the property and suspect a gas leak, please contact Transco on 0800 111 999 to report the leak.

Please could you also leave a detailed voicemail on the Client Management number 0118 960 1057 (or email us at clientmanagement@haslams.net ) to advise what action/advice has been given by Transco.

Crime / break-ins

In the unlikely event your property is broken into, you will need to register the crime with the police and obtain a crime reference number.

Please then leave a detailed voicemail on the Client Management number 0118 960 1057 (or email us at clientmanagement@haslams.net) providing details of the incident and the crime number that has been given.

Should there be a need for the property to be made secure and you are a Fully Managed Tenant, contact out out of hours service via the Help me Fix app https://app.helpmefix.io.

If your Landlord manages your property, please contact them directly.

ARLA / CMP

The ARLA/CMP (Client Money Protection Scheme)

CMP PROTECTS LANDLORDS’ AND TENANTS’ MONEY
Haslams protects all its client funds in the Propertymark scheme: the scheme ensures that should a Propertymark Protected agent go bust or misuse your rent, deposit or other funds, Propertymark will reimburse you.

Click here to download the ARLA Client Money Protection Guide.

View our certificate here

Looking for a home to rent?

At Haslams Estate Agents, we have a variety of rental homes located across Reading. We also offer a fully managed lettings service to help keep your mind at ease while renting.

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