A Guide to Reporting Repairs: What’s Urgent, What’s Not, and When to Use Fixflo

What’s Urgent, What’s Not, and When to Use Fixflo

At Albany Lettings, keeping your home safe, comfortable and well maintained is a priority for our whole team. When something goes wrong, knowing how and when to report a repair helps us act quickly and make sure the right steps are taken.

This guide explains the difference between urgent and non urgent repairs, when to use Fixflo, and what happens after you submit a report. Understanding these categories helps us manage repairs efficiently and ensures every issue is handled correctly.

 

---

What Counts as an Urgent Repair?

Urgent repairs are issues that pose a safety risk or could cause significant damage to the property if not dealt with quickly.

 

Examples of urgent issues include:

• No heating or hot water during cold weather
• A major leak that cannot be contained
• Flooding inside the property
• Total electrical failure
• A broken external door lock that leaves the property unsecured
• Fire alarm or carbon monoxide alarm faults
• Smell of gas

Urgent repairs should always be reported through Fixflo using the emergency option.
Once logged on Fixflo, please follow up with a phone call to our office. This ensures a member of the team is immediately aware of the issue and can begin actioning it as quickly as possible.

 

---

Non Urgent Repairs

Non urgent repairs are issues that need attention but do not pose an immediate safety risk or cause serious damage. These repairs should always be reported through Fixflo.

 

Examples of non urgent issues include:

• Dripping taps or small leaks that can be contained
• Minor heating issues where hot water is still available
• Broken internal handles or fittings
• Damp or mould concerns where there is no active leak

Reporting non urgent repairs via Fixflo allows us to gather the right information, request photos, and assign the most suitable contractor.

 

---

When to Use Fixflo

Fixflo is our online repair reporting platform and is available 24 hours a day. It guides you step by step and helps you explain what is happening so we can accurately assess the issue.

 

Use Fixflo when:

• You need to report an urgent or non urgent repair
• You want to upload photos or videos
• You want to receive updates on your repair
• You are unsure how to describe the issue and need guidance

FixFlo ensures your report reaches the right people and helps speed up the repair process.

 

---

How the Repair Process Works

1. Identify whether the issue is urgent or non urgent
2. Log the problem through Fixflo with as much detail as possible
3. Upload photos or videos if you can
4. In urgent cases, follow up your Fixflo report with a phone call to our office
5. Your report is reviewed and assigned to the appropriate contractor
6. You receive updates as the repair progresses

This process helps ensure repairs are managed correctly and efficiently.

 

---

Helping Us Help You

To avoid delays, please include:

• Clear photos or a short video
• When the issue started
• Whether it is getting worse
• Any noises, smells or patterns you have noticed

Good information helps us diagnose the issue accurately and arrange repairs more quickly.

 

---

We’re Here to Support You

Our aim is to keep your home safe, comfortable and well looked after. Knowing what is urgent, what is non urgent, and when to use Fixflo helps us provide the right support as quickly as possible.

If you are ever unsure which category an issue falls into, simply report it through Fixflo and the system will guide you through the next steps.