Frequently asked questions

Yes. KIWAMI Property Services carries £1 million public liability insurance covering both residential and commercial work. A copy of the certificate is available on request before any work begins.

We cover Leicester and surrounding areas, including Oadby, Wigston, Glenfield, Braunstone, Syston, Loughborough, Market Harborough, Hinckley and Lutterworth.

Our focus is residential property. We may also be able to help with cleaning, property preparation and maintenance coordination for commercial premises, depending on the work required. Contact us with the details so we can confirm whether we can help.

We do not carry out gas, electrical or asbestos work ourselves. Where appropriate, we can help arrange gas work through a Gas Safe registered engineer and electrical work through a suitably qualified contractor. We do not offer asbestos work. If asbestos is known or suspected, work in the affected area should stop until it has been assessed by an appropriate specialist.

Yes. KIWAMI Property Services and Management operates through a registered UK limited company, KIWAMI Property Services and Management Limited, Companies House number 17425774.

Yes. Every quote is free and carries no obligation. Send a description of the work and a few photographs and we will come back with a clear written price.

A call-out or attendance charge may apply to maintenance visits, particularly for urgent or out-of-hours requests. We'll explain the charge before arranging the visit. Any repair work, parts and materials will be quoted or agreed separately.

It depends on the work. We may provide a fixed price for a clearly defined job or an hourly rate where the time required is less certain. Your quote will explain how the work is priced and identify any separate costs, such as materials or contractor charges.

We accept bank transfer. Your invoice will include the payment details.

For some jobs, we may ask for an advance payment to cover materials or secure a booking. If one is required, we'll tell you the amount and terms before you agree to the work.

We'll send you an invoice with payment instructions. Unless we agree otherwise in writing, payment is due within 14 calendar days of the invoice date. If an advance payment is required, we'll confirm when it is due before booking the work.

We respond to routine requests within 24 hours, Monday to Friday. Emergencies such as leaks, storm damage and lock outs are dealt with at any time.

We can help coordinate urgent property issues, subject to availability. Contact us with details of the problem and we'll confirm what support we can arrange and any applicable charges. If there is an immediate danger to life or safety, call 999.

Our standard working hours are Monday to Friday, 9am to 5pm, and general enquiries can be made on 07884 535274. You can send us an enquiry outside these hours, and we'll respond when we're next available. For an emergency, please call 07503 650431.

Weekend visits may be available by prior arrangement, subject to availability. We'll confirm the appointment and any additional charge before you book.

Yes. With your authorisation, we can contact your tenants to arrange a suitable appointment and coordinate access for inspections, maintenance or other agreed work. We'll keep you informed of the arrangements.

Yes, and it is a large part of what we do. We work with single property landlords, portfolio landlords and managing agents across Leicester and the surrounding areas.

Yes. If agreed with the landlord or managing agent, tenants can report maintenance issues directly to us. We can assess the request, coordinate suitable contractors and provide updates. Work requiring approval will be referred to the person authorised to approve it.

Yes. We can provide photographs and a brief update on completed work where appropriate. If you need a formal written report, please let us know when booking so we can include it in the agreed service.

Yes. We can coordinate cleaning, minor repairs, painting and decorating, gardening and other agreed preparation work to help get the property ready for its next tenant. We'll confirm the scope and price before work begins.

Yes. We offer property inspections by appointment and can provide a report with photographs of relevant observations. An inspection identifies visible issues at the time of the visit; it is not a structural survey or a specialist safety inspection.

Yes, where the managing agent has authorised the work and agreed in advance to be invoiced. We'll confirm who is responsible for payment before accepting the job.

Yes. Planned maintenance contracts are considered across Leicestershire. Send us the property details and the scope you need covered and we will put a proposal together.

We may be able to arrange early morning, evening or weekend visits, subject to availability. Tell us your preferred times when you enquire, and we'll confirm what we can arrange and whether an additional charge applies.

We can consider cleaning, property preparation and maintenance coordination for offices, shops and warehouses. The services we can provide depend on the premises, the work required and any site access or safety requirements. Contact us with the details and we'll confirm whether we can help.

Yes. Workmanship is guaranteed for six months from the date the work is completed. If a repair we arranged fails within six months, we come back and fix it free of charge, backed by matching workmanship guarantees from our subcontractors.

We expect the work area to be left tidy. Removal of larger amounts of waste, old fixtures or bulky items depends on the job and will be confirmed in your quote. Please tell us in advance if you need waste removal included.

Please tell us as soon as possible and explain what remains unresolved. Photographs or videos may help us assess the problem. We will review the work, contact the contractor or landlord where appropriate and explain the proposed next steps. If you remain dissatisfied, you may use KIWAMI's formal complaints procedure.

We offer five plans: Let Only (80% of one month's rent, minimum £450), Rent Collection (6% pcm, minimum £60), Fully Managed (9% pcm, minimum £90), Premium Managed (11% pcm, minimum £110) and Portfolio Management (from 10% pcm). The Landlord Services page shows what each plan includes.

Yes. You can discuss changing your service level as your needs change. We'll confirm the services, fees and start date of any change in writing.

We can help arrange inspections and certificates through appropriately qualified contractors as part of an agreed service. We do not carry out gas or electrical inspections ourselves. We'll share the completed documents with you.

We can hold a set of keys if you authorise us to do so. We'll record the keys we receive, keep them securely and agree how they may be used and returned.

Yes. We'll seek your approval before arranging chargeable work, unless you've already authorised it within an agreed spending limit or emergency procedure. We'll keep you informed about urgent issues.

Yes, subject to reviewing the existing tenancy and receiving the information needed to manage the property. We'll agree a handover with you, including tenant contact details, keys, maintenance history and any relevant safety documents.

Use the form on the Tenants page. Add photographs if you can, they usually mean we bring the right part first time.

Tenants are not normally charged for repairs that are the landlord's responsibility. You may be responsible for reasonable costs where damage was caused deliberately, through negligence, misuse or by failing to follow your tenancy obligations. Any proposed charge will be explained and supported by appropriate evidence.

An emergency is a problem that puts people at risk or could cause serious damage to the property if it is not dealt with quickly. Examples include a smell of gas, a major water leak or flooding, dangerous electrics, a total loss of heating or hot water in cold weather, or a door or window that leaves the property insecure. If you smell gas, call the National Gas Emergency Service on 0800 111 999. If there is an immediate danger to life, call 999. For other emergencies, please call 07503 650431.

Not always. You can be present if you prefer, or access may be arranged using securely held management keys with your permission. We will agree an appointment with you in advance. We will not normally enter the property without your consent, except where lawful access is required in an emergency.

You can report any repair or improvement request to us, but we will normally need the landlord's approval before arranging non-emergency work. We may take appropriate immediate action where there is a genuine emergency, serious safety risk or urgent need to prevent further damage. Tenants should not instruct contractors on the landlord's behalf without written permission.

Please contact us again and provide the property address, details of the problem and the date it was originally reported. Include photographs or videos where possible. We will check the repair record, follow up with the landlord or contractor and update you on the next steps. Please tell us immediately if the problem has become urgent or affects health or safety.

Use the Book a viewing button on any property, or call us. We meet you at the property, including evenings and Saturdays.

If you decide to reserve a property, you may be asked for a refundable holding deposit of no more than one week's rent. Before the tenancy begins, you may need to pay a tenancy deposit and the first rent payment. We'll give you a clear breakdown for the property before asking you to pay. We will not ask for rent before the tenancy agreement is signed.

Referencing may include identity and Right to Rent checks, income or employment verification, and references from a previous landlord. We'll explain which checks apply and ask for the documents needed for your application.

Not everyone needs a guarantor. It depends on the property and the outcome of the application checks. If one is needed, we'll tell you what information the guarantor must provide before you proceed.

Yes. We are a member of The Property Ombudsman, membership number T14848. If we cannot resolve a complaint through our complaints procedure, you can refer it to the scheme. Letting and property management agents in England are required to belong to an approved redress scheme.

Please tell us about any pets and everyone who would live at the property when you enquire. We can check whether a property suits your household and pass a pet request to the landlord for consideration. Pet requests must be considered fairly and cannot be refused without a valid reason. Properties suitable for sharers depend on the accommodation and any applicable occupancy or licensing requirements.