Katie rents a house from Carla. One morning, she reaches into the cupboard beneath the kitchen sink and finds the cleaning cloths soaking wet. 

There’s water beneath the pipework, and more is dripping onto the cupboard floor.

She’s due at work in an hour.

Carla is already at work, about to start a shift during which she won’t be able to answer her phone.

She wants the problem fixed, but she can’t leave to meet a plumber or spend the morning ringing around.

Fortunately, Carla has a letting agent managing the house, with access to people who can carry out repairs.

Katie needs to know someone is dealing with it

Katie reports the leak to the agent and sends photographs.

The person handling the report asks what is happening, assesses how urgently help is needed and arranges for a plumber to attend, agreeing access with Katie.

They also make sure Katie gets appropriate advice about what to do while she waits.

She isn’t expected to identify the faulty part or attempt a repair herself.

The agent contacts Carla about the work and any approval needed under their management agreement—the arrangement setting out what the agent can authorise on her behalf.

Katie knows who is coming and when to expect them. If the appointment changes, she has someone to contact.

That makes a difference when you’re trying to decide what to tell your manager and wondering if your kitchen will be worse by lunchtime.

A repair before the damage spreads

The plumber finds a leaking connection beneath the sink and repairs it. 

The affected cupboard is checked, and the agent follows up to establish if any further drying or repairs are needed.

Carla receives an update explaining the fault, the work completed and the cost.

Katie gets confirmation that the leak has been dealt with and knows where to report any further trouble.

The problem has been caught before water damages more of the kitchen.

Left leaking, it could have meant damaged cupboards or flooring and a longer, more disruptive job.

For Katie, that could mean more appointments and time living with a kitchen that needs repairs.

For Carla, it could mean a larger bill.

Who can your agent call do they a team of people available when you need them ?

This is where a landlord needs to look beyond finding a tenant and collecting the rent.

If a plumber is unavailable, can the agent find another?

Who organises access?

Who checks that the work has been completed?

What happens when a repair is needed outside normal office hours?

Our partner Suzanne at Y-US Lettings & Maintenance is someone landlords can speak to about these arrangements.

The business offers lettings and maintenance services, and its published landlord guidance describes working with trusted contractors and identifying repair needs through property inspections.

Ask what is included in the management service, how repairs are prioritised and how spending is agreed.

Knowing those details before something breaks saves confusion when help is needed.

It’s the tenant’s home, too

For Carla, a dependable repair service helps her look after the property when she cannot be there herself.

For Katie, it means being able to report a problem, be taken seriously and hear what will happen next.

She shouldn’t have to keep repeating the same story to find out if anyone has booked a plumber.

A repair can still involve inconvenience. Clear updates and an organised response make it easier to manage.

Landlord or tenant: what would you like to ask Suzanne about repairs and maintenance?

Send us your question for a future Q&A.

 If you’re a landlord reviewing your arrangements, ask Y-US who would handle a problem like Katie’s at your property.