Additional tenancy information

Our maintenance service

Repair times

We know the importance of delivering a great repairs service to our residents and we always aim to fix any repairs as soon as they’re reported. At busy times of the year we may need to prioritise repairs according to their urgency, and work to the following repair deadlines:

There may be times when we need to wait for spare parts or repair items, but we’ll always do our best to limit any delays. When logging maintenance, you will be asked for permission to access your room should you not be home at the time of the repair. If you would prefer an arranged appointment this may delay your repair being completed.

Check and fix

Our check and fix programme is all about delivering a proactive service to residents – we literally check for, and fix, any repairs we find there and then. Repairs that require more time may mean a return visit, but we’ll always arrange this at a time suitable for you.

Contractor expectations / pledge

At iQ we expect our contractors and partners to enhance the service we deliver to residents, and as such when they join the iQ network they agree to our contractor principles:

• Respect residents' privacy and their private property
• Show our residents respect and listen to their concerns
• Carry out services without obstruction and with minimal impact
• Improve the resident experience

Access and inspection

Throughout the year iQ staff are required to carry out mandatory checks of health and safety equipment within your room. In addition, specialist contractors may need to attend for specific checks. During these checks iQ staff will also monitor the condition of the room to ensure it is being maintained in accordance with the provisions of the tenancy agreement. You will receive at least 48 hours written notice ahead of any such visits taking place.

For the purposes of legionella prevention we are also obligated to conduct monthly water testing of the tap outlets within shared flats.

Damage charges 

It is regrettable when items are damaged and we do our best to avoid charging the cost of damages and replacements back to residents, but there are times when this is necessary.

Below are some indicative costs for any damages. This list is intended as a guide and isn't exhaustive. Costs and remediations required will be based on actual charges incurred to rectify any damage caused.

Do you have any accessibility needs or need additional support?

If there’s anything you need to tell us about before you arrive, please get in touch with your local team so that we can discuss your needs and accommodate you in the right way.  We have accessible rooms available at certain properties, you can find out more about these rooms and check their availability on our website. If you require an assistance or support animal, please read our FAQs for further details of our policy. 

Please refer to our Privacy Policy for more information on how we process your personal data.