Maintenance Report Terms of Use
Effective Date: 9 July 2026
Review Date: 9 July 2027
Our online Maintenance Report system is provided to help tenants report repair and maintenance issues quickly and efficiently. By submitting a maintenance request, you agree to the following terms.
Accurate Information
Please provide accurate and complete information when submitting a maintenance request, including:
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A clear description of the issue.
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The correct property address (where applicable).
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Photographs where these help explain the problem.
Providing accurate information enables us to assess and respond to your request more effectively.
Emergencies
The online Maintenance Report system must not be relied upon for emergency situations.
If there is an immediate risk to life, serious injury, fire, gas leak, significant flooding, electrical danger, or another emergency, you should:
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Contact the appropriate emergency service where necessary (999).
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Follow the emergency contact guidance provided by Rock & Root Properties.
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Response Times
Submitting a maintenance request does not guarantee that repairs will be carried out immediately.
Response times will vary depending on:
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The nature and severity of the issue.
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Health and safety considerations.
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Contractor availability.
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Access arrangements.
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Availability of materials or replacement parts.
Urgent repairs will be prioritised where appropriate.
Access
Where access to the property is required, we will arrange a suitable appointment wherever reasonably possible. Tenants are expected to provide reasonable access for inspections and repair works in accordance with their tenancy agreement
Tenant Responsibilities
Tenants are responsible for:
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Reporting maintenance issues promptly.
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Providing accurate information.
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Taking reasonable steps, where safe to do so, to minimise further damage.
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Not attempting repairs that could cause additional damage or create safety risks.
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Cooperating with reasonable requests for access.
Misuse of the System
The Maintenance Report system must only be used for genuine repair and maintenance issues relating to your tenancy.
Knowingly submitting false, misleading, duplicate or abusive reports may result in reports being closed without further action and may delay the handling of genuine maintenance requests.
Status Updates
Where available, progress updates may be displayed within your Tenant Hub. These updates are provided for information only and may change as repairs progress.
Communication
For matters requiring urgent attention, additional information or appointment arrangements, we may contact you directly by telephone, email or other appropriate means. Any information of significant importance affecting your tenancy will always be communicated directly to you where necessary.
System Availability
Whilst we aim to keep the Maintenance Report system available at all times, we cannot guarantee uninterrupted access. Temporary interruptions may occur due to maintenance, technical issues, or circumstances beyond our reasonable control.
Privacy
Information submitted through the Maintenance Report system will be used solely for the purpose of managing, investigating and resolving maintenance issues and will be processed in accordance with our Privacy Policy.
Acceptance
By submitting a maintenance request through the Tenant Hub, you confirm that the information provided is accurate to the best of your knowledge and that you have read, understood, and agree to these Terms of Use.