Reporting a repair

We operate an online maintenance and reporting system allowing you the convenience of being able to report repairs at any time of the day or night and enabling us to deal with issues promptly and efficiently for you.

Simply log in to your ‘myevolve’ online portal and fill out a form with details on the repair, including its location and any additional information that may be helpful. You can also attach photos if applicable.

We encourage you to provide as much information as possible to help us understand the issue and so that we can instruct the relevant contractor to attend.

For urgent or emergency repairs that require immediate attention, please contact us immediately by phone.

Examples of genuine emergencies:

  • Gas leaks: If you can smell gas or suspect a gas leak, you should leave the property immediately and call National Grid on 0800 111 999
  • Water leaks: In cases where severe water leaks or burst pipes that cannot be contained or stopped by turning off an isolation valve or stop tap
  • Break ins which require doors and/ or windows to be secured
  • Total loss of heating or hot water in extreme weather conditions
  • Electrical Faults: Any electrical issues that pose a risk of fire or electrical shock are considered emergencies
  • No water: Call Yorkshire Water on 0345 124242

What happens next?

Once you have reported a repair, our dedicated maintenance team will take over.

Here is what you can expect:

  • We will assess the issue and determine the appropriate course of action through discussions with your landlord.
  • If necessary, we will arrange for a qualified contractor to carry out the repair work.
  • You will receive updates on the progress of the repair, including estimated completion times.
  • Once the repair is complete, we will ensure it meets our high-quality standards before closing the request.

Cost liability

While we are committed to promptly addressing any maintenance or repair requests, it is essential to clarify that in some cases, tenants may be liable for the cost of repairs or replacements. These cases typically involve:

Misuse or Negligence: If damage occurs due to misuse, neglect, or failure to follow the provided instructions for appliances or fixtures, tenants may be held responsible for repair or replacement costs.

User Error: Accidental damage resulting from user error, such as accidental spills on carpets or damage to walls, may also be the tenant's responsibility.

We value transparency and fairness in the interactions we have with our tenants and in the event that repairs are deemed the tenant's responsibility, we will communicate this clearly and provide a detailed explanation of the associated costs.