When something in your home needs repaired, it's natural to want it resolved as quickly as possible.
One of the questions we're asked most often is:
"I've reported the repair... what happens now?"
The answer depends on the type of repair, but behind the scenes there's often much more happening than people might realise.
Here's a step-by-step guide to what happens after you report a repair to 1Let.
Step 1: We Review Your Report
As soon as we receive your repair request through our website, your Property Manager will review the information you've provided.
This is why it's really helpful if your report includes:
- A clear description of the problem.
- Photos or videos where possible.
- When you first noticed the issue.
- Whether it's getting worse.
- Anything else you think might help us understand what's happening.
The more information we have from the outset, the less likely we are to need to come back to you with further questions before we can take the next step.
Step 2: We Assess the Priority
Our first priority is always safety.
We'll assess whether the repair is:
- An emergency that requires immediate action.
- An urgent repair that should be dealt with quickly.
- A routine repair that can be arranged in the normal course of maintenance.
This helps us make sure emergencies receive immediate attention, while routine repairs are dealt with as efficiently as possible.
We understand that when something isn't working in your home, you want it resolved as soon as possible. We'll always do our best to make that happen, but some repairs naturally take longer than others depending on what's involved. They often require us to coordinate landlords, contractors, suppliers and, in some cases, specialist trades. Our role is to manage that process and help everything progress as smoothly as possible.
If you're unsure what counts as an emergency, have a read of our blog, When is a Repair an Emergency?
Step 3: We Decide the Best Way Forward
Every repair is different, so the next step will depend on what's been reported.
Sometimes we can instruct a contractor straight away. Other times we might need to:
- Ask you for a little more information.
- Arrange to inspect the property.
- Speak to the landlord.
- Obtain one or more quotations before work is authorised.
Taking a little time to assess the situation properly at the start often means we can find the right solution first time.
For example, what initially looks like a simple leak could turn out to be something more complex. Equally, we may receive a quotation that's much higher than expected, or one that recommends replacing something when a repair may be possible. In these situations, it's often sensible to obtain another quotation or opinion before moving ahead.
Depending on the repair, we may also need the landlord's approval before work can be authorised. We'll request this as quickly as possible and continue managing the repair while we wait for a response.
Although this can sometimes add a little time to the process, it helps ensure the work carried out is appropriate, represents good value and provides a long-term solution rather than a quick fix.
Step 4: We Arrange the Repair
Once we've agreed the best course of action, we'll instruct a suitable contractor.
Depending on the repair, either we or the contractor will contact you to arrange an appointment.
We'll always try to arrange repairs as quickly as possible, but our contractors also work across many different properties. While emergency repairs will always be prioritised, routine repairs are usually booked for the earliest suitable appointment that works for both you and the contractor.
Many repairs can be completed in a single visit, but some require replacement parts, specialist equipment or follow-up appointments. If that's the case, we'll continue coordinating everything until the repair is complete.
"I Haven't Heard Anything - Has My Repair Been Forgotten?"
We completely understand that waiting for a repair can be frustrating, especially if you haven't heard from us for a little while.
The short answer is no - your repair hasn't been forgotten.
Repairs often involve several different people, including contractors, landlords, suppliers and our Property Management team. Sometimes we're able to move things along quickly, and sometimes we're waiting for someone else before we can take the next step.
For example, we might be waiting for:
- A contractor to confirm an appointment.
- A quotation to be prepared.
- A landlord to approve recommended works.
- Replacement parts to arrive.
- A specialist contractor to become available.
We always endeavour to keep you updated throughout the process. However, there may be times when you don't hear from us for a little while simply because we're still waiting for new information ourselves.
If that's the case, please don't worry - it doesn't mean your repair has been forgotten. We continue to monitor outstanding repairs, follow up with landlords and contractors where needed, and we'll be in touch as soon as we have an update.
Of course, if the issue changes, becomes worse or you have any concerns while you're waiting, please let us know. The more we know, the better we can assess whether anything has changed.
Step 5: The Repair Is Completed
Once the work has been carried out, we'll make sure everything has been completed as expected before closing the repair.
Occasionally, further work is needed. For example, a contractor may uncover another issue once work begins, or a follow-up visit may be required to fit parts that have been ordered.
If that's the case, we'll continue managing the repair until everything has been finished.
Sometimes we'll also check in with you afterwards to make sure the repair has resolved the issue. If you're still experiencing the problem, we'd much rather know so we can investigate further than assume everything is working as it should.
How You Can Help
Repairs are most successful when everyone works together.
There are a few simple things you can do that really help us resolve issues as quickly as possible:
- Report problems as soon as you notice them.
- Include clear photos or videos where you can.
- Respond promptly if we ask for more information.
- Be as flexible as possible when arranging access.
- Let us know if the problem changes or gets worse.
Reporting issues early can often prevent a small repair from becoming a much bigger (and more expensive) one.
Our Goal
We know it's never ideal when something in your home isn't working as it should, and we appreciate that waiting for a repair can be frustrating.
Our team takes ownership of every repair from the moment it's reported through to completion, coordinating everyone involved and helping the process run as smoothly as possible.
Some repairs are straightforward and can be resolved very quickly. Others take a little longer because they require investigation, quotations, approvals or specialist parts. While we'll always aim to get repairs completed as quickly as possible, it's just as important to make sure they're done properly.
You can be confident that once you've reported an issue, we'll do everything we can to move it towards a resolution. We'll always do our best to keep you informed throughout the process, and we'll be in touch whenever there's an update or we need anything from you.
If you ever have a question about an active repair, we're always happy to help.