Maintenance and Emergencies – Northwood Exeter Tenants
At Northwood Exeter, we want every tenant to enjoy a safe, comfortable, and well-maintained home.
We take maintenance seriously — acting quickly, communicating clearly, and using trusted contractors to resolve issues efficiently.
Whether you need to report a minor repair or deal with an urgent emergency, this page explains exactly what to do and how we’ll help.
Reporting Maintenance Issues
If you experience a problem with your property, please report it as soon as possible so we can arrange for it to be resolved.
You can report maintenance issues in any of the following ways:
- Online: Submit a repair request via our tenant portal or website.
- By phone: Call our Exeter office during opening hours.
- By email: Send full details, including photos if possible, to our maintenance team.
Please provide as much information as possible about the issue — including when it started, what’s affected, and whether it’s urgent.
Once reported, we’ll:
- Log your maintenance request.
- Allocate a qualified contractor.
- Keep you updated on progress and access arrangements.
Emergency Repairs
Some issues require immediate attention to prevent damage or ensure safety.
An emergency repair is any issue that poses an immediate risk to you, others, or the property.
Examples include:
- Major leaks or burst pipes
- Complete loss of heating or hot water (especially in winter)
- Electrical faults or power failure
- Fire, flood, or storm damage
- Break-ins or security breaches
- Unsafe structural issues
If an emergency occurs during office hours, please call the Northwood Exeter office immediately.
If it happens outside of office hours, please refer to your tenant handbook or welcome pack, which includes our out-of-hours emergency contact numbers for approved contractors.
⚠️ Important: Only use the emergency line for genuine emergencies.
Non-urgent issues reported this way may incur call-out costs.
Tenant Responsibilities
As a tenant, you’re responsible for keeping your property in good condition and reporting issues promptly.
You should also carry out small, routine tasks such as:
- Changing lightbulbs and batteries in smoke alarms
- Keeping drains and sinks clear
- Ventilating rooms to prevent condensation and mould
- Securing doors and windows
Our team is always happy to clarify what’s your responsibility and what’s covered under your tenancy agreement.
Out-of-Hours Guidance
If you can’t reach us right away, take these steps:
- For gas leaks, call the National Gas Emergency Service on 0800 111 999.
- For water leaks, turn off the stopcock to prevent flooding.
- For electrical issues, switch off the mains power if it’s safe to do so.
- For break-ins or vandalism, contact the police immediately.
Once safe, notify us as soon as possible so we can arrange repairs or inspections.
We’re Here to Help
Our goal is to resolve all maintenance issues quickly, efficiently, and with minimal disruption to you.
If you’re unsure whether something counts as an emergency, contact us — we’re always happy to advise.
Contact Northwood Exeter for maintenance support or for updates on reported issues.