Report A Fault

Report a fault

Report an issue

Something not working quite right in your home? 

Please use the form below to let us know. 
 
By providing clear details and a few photos, you help us assess the problem quickly and send the right person for the job. 
 
If the issue is an emergency that poses an immediate risk to your health or safety, please skip this form and call the emergency contact number found by clicking the Emergency Support below or in your tenancy documents immediately.
Emergency Support
Tenant Details
Property Details
Type of Issue
Urgency Level
For information on what to do in an emergency, please click here
Is access available during normal working hours?
Preferred Contact Method

Emergency Support & Out-of-Hours

If you are currently experiencing an emergency at your property, please follow the steps below immediately.

In any situation involving fire, crime in progress, or a life-threatening medical emergency:

  • Call 999 immediately to reach the Police, Fire, or Ambulance services.
  • Fire: Evacuate the building following your Fire Safety Plan and do not return until authorised.

If you smell gas or suspect a carbon monoxide leak:

  1. Call the National Gas Emergency Service on 0800 111 999.
  2. Open all windows and doors.
  3. Extinguish all naked flames and do not turn any electrical switches on or off.

Once you have contacted emergency services (if applicable), notify Branfold Property Management.

  • Office Hours (9am–6pm, Mon–Fri): Call 020 3963 8778.
  • Out-of-Hours Service: Call 07517 000 549.

Under UK regulations, an emergency is an unforeseen issue that poses an immediate risk to life, health, or significant structural damage.

  • Severe Flooding: Burst pipes or major leaks that cannot be contained.
  • Total Loss of Heating/Hot Water: Especially between 1 November and 31 March, or for vulnerable tenants.
  • Security Breach: Broken external doors or windows making the property insecure.
  • Electrical Hazard: Total power failure or dangerous exposed wiring.
  • Sanitation: Total blockage of the property’s only toilet.

Before you call, please take these mitigation steps if safe to do so:

  1. Shut off Utilities: Know the location of your internal stop tap (water) and fuse board (electricity).
  2. Document: Take photos and videos of the damage to assist with insurance and contractor triage.
  3. Check Documents: Refer to your Tenancy Agreement for any property-specific shut-off instructions.

Important Notice on Liability
The out-of-hours service is for genuine emergencies only. If a contractor attends and determines the issue was not an emergency (e.g., a dripping tap or lightbulb change), the tenant may be liable for the full call-out charge.