For residents

Resident Support

Living in a ROOMS 24 managed home? Here is how to report a repair, what happens next, and how to reach a person who can help.

Report a repair 020 3196 2595

Reporting a repair

Call or email us with the property address, what has happened and — where you can — a photograph. Every report is logged, given a reference and tracked until it is closed. You should hear back from us within one working day with what is happening and when.

If you have already reported something and nothing has moved, call and quote the reference. A repair that has stalled is a failure on our side, and we would rather hear about it than not.

Emergencies

An emergency is anything that makes the property unsafe or uninhabitable: no heating or hot water in cold weather, a major leak, a total loss of power, a broken entrance door or window, or a suspected gas leak.

If you smell gas, leave the property and call the National Gas Emergency Service on 0800 111 999 before you call us. For a fire or an immediate risk to life, call 999.

What we look after

The structure, heating, plumbing and electrics of the property
Anything we supplied — appliances, furnishings and fittings
Safety checks and certification, carried out on a planned cycle
Communal areas in the properties where we manage them

Damage caused by misuse, and your own belongings, are not covered — but tell us anyway, because a small problem reported early is cheaper for everyone than a large one found later.

Access and inspections

We give at least 24 hours’ notice before a visit, except in an emergency. Inspections are planned, not a spot check, and you will always know who is coming and why.

Property management

Management that stays on top of the details.

Built for landlords, portfolios and local-authority partners who need responsive housing operations rather than passive agency management.

Maintenance

Repairs logged, tracked and coordinated through one reporting route, with the status visible end to end.

Inspections

Planned inspections catch problems while they are small and keep the property to a consistent standard.

Compliance coordination

Gas, electrical and fire safety documentation organised and kept in date for the agreed service.

Portfolio management

One management relationship across every property you own, with reporting that reads as a whole.

Local authority supply

Property sourcing and management support shaped around housing-team requirements and timescales.

Resident communication

Clear channels for repairs, property issues and tenancy queries, answered by people who know the property.

Questions

The questions landlords ask us most.

What is guaranteed rent?

We take a lease on your property for an agreed term and pay you a fixed rent every month for its duration. The payment does not depend on the property being occupied or on a tenant paying — that risk moves to us. In exchange, the monthly figure is set slightly below what an open-market letting might achieve in a good year.

How does the figure compare to letting on the open market?

Usually a little lower per month, and often higher over the term once you account for void periods, agency commission, re-letting fees, renewal fees and the repairs you would otherwise pay for. We will show you the comparison for your property rather than argue it in the abstract.

Who is responsible for repairs?

Day-to-day maintenance and the cost of managing the property sit with us for the term. Structural work, and anything that is the freeholder or owner obligation, remains with you — the agreement sets out exactly where the line falls before you sign.

What condition will the property be in at the end?

It is returned in the condition agreed at handover, fair wear and tear excepted. Condition is recorded in an inventory at the start, with photographs, so there is nothing to argue about at the end.

Do you take HMOs, blocks and portfolios?

Yes. HMOs need the correct licensing in place, and blocks are assessed as a whole rather than unit by unit. Portfolio landlords get one agreement and one point of contact across every property.

How quickly can it start?

A valuation within one working day, an offer in writing shortly after, and commencement once compliance documentation and handover are complete. For a property that is already certified and empty, that is usually a matter of days rather than weeks.

Your property should be earning every month, without the admin.

Free valuation. No obligation to proceed.

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