Repairs / Maintenance
Welcome to your new home!
Although we always maintain our properties regularly, there may still be times when something goes wrong.
To ensure we can put things right as soon as they occur, we have dedicated 24-Hour support team, so the right people are made aware of any issues quickly, and can resolve any issues with as little disruption as possible.
Please make sure you read the following sections on tenant responsibilities before reporting an issue.
24 Hour Support
We know things can happen when you least expect it, so we have a dedicated team available 24/7 365 days a year, to ensure that there's always someone ready to deal with any emergency.
24 Hour Helpline: 020 8798 0381 (this is a standard UK Local Rate number)
Email Support: support@mastproperty.co.uk
OpenRent: Through your OpenRent account via "Issue Reporting"
Website: Right here via our "Issue Reporting" tool.
Your Responsibilities for Maintenance and Repairs
Acting in a 'Tenant-Like Manner'
The landlord is responsible for repairs and replacements, and the tenant is responsible for maintaining the property and furnishings.
Legally, it boils down to tenants acting in a ‘tenant-like manner’, which was summarised by the following explanation.
“The tenant must take proper care of the premises. He must, if he is going away for the winter, turn off the water and empty the boiler; he must clean the chimneys when necessary and also the windows; he must mend the electric light when it fuses; he must unstop the sink when it is blocked by his waste.
In short, he must do the little jobs around the place which a reasonable tenant would do.
In addition, he must not, of course, damage the house wilfully or negligently… but apart from such things, if the house falls into disrepair through fair wear and tear or lapse of time or for any reason not caused by him, the tenant is not liable to repair it.”
Tenant-like manner, then, describes a tenant as being expected to respect the property and maintain it in a fair and proper fashion.
Examples of Tenant-Like Maintenance
Not blocking sinks, and unblocking them if required
Changing lightbulbs and fuses for lights or plugs of provided furnishings and appliances
Using correct dishwasher products, including monitoring limescale build-up
Keeping the interior and exterior clean, including windows
Bleeding radiators and repressurising the boiler if and when needed
Replacing batteries in smoke and carbon monoxide detectors
Keeping windows condensation-free
Maintaining sufficient heating & ventilation to the property to prevent damp / mildew forming.
Ensuring the property remains pest-free
Undergoing general garden maintenance, including lawn mowing and sweeping leaves
Keeping the property secure
Repairing / Replacing White Goods & Furniture (unless let as 'Furnished')
You might better describe these as all the “small jobs” any householder undertakes themselves. Generally speaking, if the tenant needs to pay a professional to come in, then that would usually be to carry out work the landlord is responsible for arranging.
What is the Difference Between Damage and Wear and Tear?
Fair Wear & Tear: Fair wear and tear refers to the natural decline you would expect to see over time, such as minor scuffs and scrapes on the walls or kitchen work surfaces, when tenants use the property and furnishings for their intended purposes. Carpets, too, become worn over time and curtains may fade a little. These things are pretty much impossible to avoid, and the tenant is not, therefore, responsible.
Damage: Damage that is deliberate, or results from improper use or negligence, and which affects the usual function of the property is considered to be the tenant’s responsibility. Such damage might include a smashed mirror, holes in the wall, broken door handles, pet damage to the flooring or broken toilet seats. Damage caused by visitors to the property is the responsibility of the tenant.
Tenants must report issues that require repair
Damage caused that is not due to the tenant, such as a leak from an upstairs property, is not the tenant’s responsibility, but they should report it to the landlord as soon as the issue is noticed so that remedial action can be taken to prevent the damage from continuing.
Examples of Landlord Responsibility
Wear & Tear Only
Structure and exterior of the property, including walls, roof, foundations, drains, guttering and external pipes, windows and external doors
Lavatories, baths, sinks and all associated pipework
Water and gas pipes, electrical wiring, water tank, central heating (boiler and radiators), gas fires, fitted electric fires or heaters.
Any furnishings supplied with the property, including white goods and furniture (only if let as 'Furnished').
Note: Where a property is let as 'UnFurnished'. At the time the tenancy commences, the tenant will either accept responsibility for any remaining white good(s) / furniture, or the landlord will have them removed.
Returning the Property in its Original Condition
At the End of the Tenancy
The tenant’s responsibilities for repairs and maintenance include returning the property in the same condition as when they moved in, minus wear and tear as described above.
The deposit placed at the outset of the tenancy is for this reason, and can be used to undertake any necessary repair or replacement of damaged furnishings or structural items (e.g. flooring).
Guidance Notes for Tenants at the End of the Tenancy
The Inventory will be checked at the end of the tenancy at which time any variances or discrepancies will be recorded. Missing or damaged items that are not considered as "fair wear and tear" will be the responsibility of the Tenant to pay for repair, replacement, making good, cleaning or any other required process.
The following notes have been designed to assist you when handing the Property back to the Landlord at the check-out appointment.
In order to protect your deposit, it is advisable that you read these guidelines and take the appropriate action.
Ensure that the Property has been left in a good, clean condition throughout and all of your personal items have been completely removed.
All items should be returned to exactly the same position as they are listed on the Inventory.
All windows, mirrors and glass items should be cleaned and polished.
All woodwork, skirting, dado rails, picture rails, frames, shelving, cabinets, etc., should be cleaned and polished.
All soft furnishings such as carpets, curtains, rugs, bed linen, towels, throws and mattresses, etc., should be laundered/washed free of stains, ironed (where applicable) and left clean.
All walls and ceilings should be dusted, wiped over (where necessary) and be free of excessive wear.
All kitchen appliances including cookers, hobs, microwave ovens, toasters, washing machines, tumble dryers, etc., should be cleaned free of residues, grease and stains.
All kitchen cupboards should be cleaned and emptied of your food and belongings. Fridges and freezers should be emptied of food, cleaned thoroughly, defrosted, switched off and their doors left open. Cooker extractors should be cleaned and their filters changed.
Bathrooms should be cleaned thoroughly and all sealant and grouting should be free of staining or mould.
All light bulbs should be present and in working order.
All picture hooks, tacks, screws, nails or other fittings installed by you should be removed and any damage made good.
Gardens should be in a well-maintained condition for the time of year, lawns should be cut and all garden implements should be clean and in working order.
Any missing or damaged items should be replaced to match.
A mail forwarding service should be set up by you to ensure that your post reaches you at your new address.
Contact Support / Report an Issue
Please make sure you read the sections on tenant responsibilities before reporting an issue.