Something needs fixing?
If KIWAMI looks after the property you live in, report it here. Send a photograph and we will come back to you with a time.
If it is an emergency, do not use the form
Leave the property, do not touch switches, and call the National Gas Emergency line on 0800 111 999. Then tell us.
Turn off the stopcock if you can reach it safely, then call us on 07884 535274.
Call us. In cold weather this is treated as urgent, not routine.
Call us. Do not wait for a form reply if the property is not secure.
Office hours are Monday to Friday 09:00 to 17:00 for general enquiries on 07884 535274. For genuine emergencies we are available 24 hours a day, seven days a week on 07503 650431.
Report a repair
Photographs get things fixed faster. They usually mean we bring the right part on the first visit instead of coming twice.
1. We acknowledge your report and check it against what your landlord has asked us to cover.
2. We contact you to arrange a time that suits you.
3. We attend, fix it, and confirm back to your landlord or agent.
Send the report anyway. If your landlord does not use us, we will tell you rather than leave you waiting.
Things tenants report most
Tenant questions
It depends on how urgent it is. Emergency repairs are attended within 24 hours. Urgent repairs are attended within 5 working days, and routine repairs within 20 working days. We will confirm the timeframe when we acknowledge your report.
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.
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.
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.
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 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.
