Tenants

Here at Dwell we act in the capacity as Landlord's managing agent. This means that we look after your property and your tenancy so in most cases, if you have any issues along the way, it's us you need to contact us and not the Landlord.  We also provide a Let Only service for Landlords in some cases which is where we find tenants for the Landlords property and they manage everything to do with your tenancy after you have moved in. We provide details on who to contact, how to report maintenance, where to pay rent and so on, with your move-in pack so this will be clear from the offset.

Please be advised that we are not the Landlord and we don't own the properties we let and look after. Because of this we are required to seek authority for repairs and maintenance from the Landlord of the property. 

All our property maintenance is logged fully using a dedicated online reporting Fixflo platform. Issues can be report 24/7, 7 days a week in over 40 languages using intuitive infographics. The system will offer guidance and practical tips to assit with issues you may be experiencing.

To report any maintenance issues, please use our online Fixflo system by clicking here

This platform allows you to provide detailed information, photos, and/or videos ensuring a prompt and efficient response from our maintenance team, which helps us to resolve issues faster. Please provide plenty of detail when reporting issues to help us diagnose problems quickly. This may include makes and models of appliances, and any fault codes that may be displayed on such appliances.

In the event of an emergency (e.g., major water leaks, gas leaks, electrical hazards), whether inside our outside of office hours please report the issue via the same Fixflo system above. During office hours, please also call us on the office line.

If an emergency occurs outside of office hours, the system will provide an emergency mobile number where applicable.

• Fire – please call 999 and ask for the fire brigade in the first instance
• Severe leaks causing immediate damage to the property. Please locate and turn off the mains stop tap as soon as possible in the first instance 
• Smell of gas – please call Northern Gas Networks on 0800 111 999 then turn off all gas and electrical appliances and open your doors and windows.
• Break in that has caused damage to windows, doors, or locks, and there is an immediate security issue 
• Total loss of power to the property (after thoroughly checking and re-setting all of the trip switches)
• Burglar or fire alarm that is causing a loud disturbance and can't be switched off

If you have locked yourself out or lost your keys, you should contact a locksmith directly. If changing any locks, you will need to provide us with any spare keys as soon as possible.  

• Discover what the 3 different types of damp are so you can identify them
• Learn how to deal with and prevent the most common type of damp - in detail
• Find out how to address the most common heating and hot water issues quickly and easily
• Help to keep your home warm, dry, and your loved ones safe
• See how we can help and support you best with winter-related issues and maintenance

We will write to you well in advance of the end of your tenancy to give detailed guidance and reminders about leaving the property and the end of your tenancy.

We cannot accept the keys back prior to the end of your tenancy. After you have fully vacated and cleaned the property, please return your keys to our office the day after your tenancy ends.

Please do not post your keys through the front door of our office. There is a secure, dedicated mailbox for keys on the gable end (side wall) of our office which is on the left hand side of the building when looking at it from the front – please post your keys here.