Tenants
Report a repair
If something in your home needs attention, email us with a short description and photos or a video, whichever shows the problem best. A clear report means we can arrange the right contractor first time.
In an emergency, do not email
If there is a risk to life or property, act first and call the right number below. Then call us on 020 8050 1478; out of hours, calls are passed to our team’s mobiles. If we do not answer, leave a message with your name, address and the problem, and follow the steps below until help arrives.
Emergencies
Smell gas or carbon monoxide alarm
National Gas Emergency Service, 24 hours. Open doors and windows, turn off the gas at the meter if it is safe to do so, do not use light switches, flames or electrical devices, and leave the property. If anyone feels unwell (headache, dizziness, nausea), get them into fresh air and call 999.
Water leak or flooding
Turn off the stopcock
Usually under the kitchen sink or where the water pipe enters the property. If water is near electrics, light fittings or sockets, switch off the power at the consumer unit (fuse box) if it is safe. For a burst water main in the street or no water supply, contact your water supplier; the number is on your water bill.
Electrical danger or power cut
105 for a power cut
If you see sparking, burning smells or exposed wires, switch off at the consumer unit if it is safe and keep away. For a power cut affecting your street, call 105, the free national power cut number. For fire, smoke or anyone hurt, call 999.
Fire or immediate danger
Get everyone out, close doors behind you, and call 999. Do not go back inside.
Everyday repairs
Email us
Send your report to report@merakiproperty.com with your name, address, phone number, what the problem is, where it is and when it started.
Add photos or a video
Photos work for most problems. A short video is better for leaks, noises or anything intermittent.
We review it
Reports sent during office hours (Monday to Friday 8.30am to 6.30pm, Saturday 10am to 3pm) we aim to review within 4 to 6 hours. Reports sent outside office hours are reviewed when the office next opens. For anything that cannot wait, phone us instead.
We arrange the repair
We agree the next step with you and, where needed, arrange a contractor at a time that suits you.
What counts as an emergency?
A gas leak or carbon monoxide alarm, flooding or a leak you cannot stop, no heating or hot water in cold weather, a total loss of power, a fire or electrical danger, or a property you cannot secure.
Helpful to include
When you are available for a contractor to visit, whether there are pets in the property, and any access notes such as parking or entry codes.