Wayhome Maintenance Requests
Our guide to reporting issues in your home.
For all non-emergencies, you will need to obtain a report/quote from a local contractor before reporting the issue to us via Fixflo.
All Home Emergencies should be reported to ARAG before submitting them to us via Fixflo.
Your maintenance responsibility list can be found in your Assured Shorthold Tenancy Agreement.
Bathroom & Toilet
First, please select where the issue is coming from:
Unmortgage Ltd (registered in England and Wales, Company No. 10395239) and its subsidiaries comprise the Unmortgage Group. Our registered office is at 9 Appold St, London, EC2A 2AP.
Wayhome is a trading name of the Unmortgage Group.
Unmortgage Arrangers Ltd, a subsidiary of Unmortgage Ltd (registered in England and Wales, Company No. 11842567), is authorised and regulated by the Financial Conduct Authority (Firm Reference Number 838366) for arranging and administering insurance policies only and is also registered as an EMD Agent of Modulr FS Limited (Firm Reference Number 902968). Modulr FS Limited is Authorised and Regulated by the Financial Conduct Authority as an Electronic Money Institution (Firm Reference Number: 900573). Your money is held in a segregated and safeguarded account under e-money regulation.
No other aspect of the Unmortgage Group’s business falls within the scope of financial services regulation. This means you do not have any of the protections under the FCA rules and do not have any cover from the Financial Ombudsman Scheme or the Financial Services Compensation Scheme in relation to your interest in an LLP. Customers should ensure they understand what this means before they use the Wayhome product.
For full details relating to our regulatory position please see our Regulatory Information Page.
Wayhome Property Management Ltd, a subsidiary of Unmortgage Ltd, is a member of The Property Redress Scheme (membership number PRS025713), which covers activities in relation to the purchase of the home, the setting up and management of tenancy and the management of maintenance of the home.
Wayhome Nominees Ltd (registered in England and Wales, Company No. 13085562) is a subsidiary of Unmortgage Ltd.
How to report a maintenance issue in your home
Please select your issue to find out what to do next.
If this IS a Home Emergency (sudden damage, blockage, breakage or flooding in regards to the drains or plumbing system including water storage tanks, taps and pipe-work located within the property) Contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on the next steps.
Unmanageable leaks: If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
If this IS a Home Emergency (there is breakage, blockage or mechanical failure of the toilet bowl or cistern resulting in loss of function providing there is NO OTHER TOILET in the property) Contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on the next steps....
Kitchen
First, please select where the issue is coming from:
If this IS a Home Emergency (sudden damage, blockage, breakage or flooding in regards to the drains or plumbing system including water storage tanks, taps and pipe-work located within the property) Contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on the next steps.
Unmanageable leaks: If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
The repair/replacement is your responsibility as per the terms of the partnership agreement. Please DO NOT report these to us via fixflo.
However, If you are looking to get the kitchen refitted or are planning any major improvement work, please contact us at Living@wayhome.co.uk. We will need to see plans for the proposed work before we can approve it.
Heating & Boiler
First, please select where the issue is coming from:
Please select one of the options below:
Electric Boiler or Heater
Electric Boiler
Please click the option that best describes your issue:
If this IS a Home Emergency (the leak cannot be contained and/or it is causing damage to the property, especially if it is penetrating into an electrical fitting), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on next steps.
Leak that cannot be contained: If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
If the noise is the only issue (you aren't experiencing any issues with heating/water), please get a report/quote before reporting the fault to us via fixflo. Once you have submitted these to us the property management team will be able to advise you on the next steps.
If you are experiencing no hot water / heating throughout the property, this will class as a Home Emergency.
Please call ARAG your Home Emergency Insurance provider.
Once you have spoken to ARAG please report the issue to us via fixflo.
If this IS a Home Emergency (total failure or complete breakdown, whether or not caused by accidental damage, of the main heating system including a central heating boiler, all radiators, hot water pipes and water storage tanks), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on next steps.
If safe and convenient to do so please perform the following checks on your boiler before reporting an issue:
- The thermostat is not turned down.
- Re-set the boiler by pressing the reset button. Consult your boiler manual for specific guidance.
- Check the boiler pressure. Please refer to your boiler manual to find out what the correct pressure should be and how to re-pressurise your boiler.
Gas Boiler
Please click the option that best describes your issue:
If this IS a Home Emergency (the leak cannot be contained and/or it is causing damage to the property, especially if it is penetrating into an electrical fitting), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on next steps.
Leak that cannot be contained: If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
If the noise is the only issue (you aren't experiencing any issues with heating/water), please get a report/quote before reporting the fault to us via fixflo. Once you have submitted these to us the property management team will be able to advise you on the next steps.
If you are experiencing no hot water / heating throughout the property, this will class as a Home Emergency.
Please call ARAG your Home Emergency Insurance provider on 0345 155 9782
Policy Number: 517121
Once you have spoken to ARAG please report the issue to us via fixflo.
If this IS a Home Emergency (total failure or complete breakdown, whether or not caused by accidental damage, of the main heating system including a central heating boiler, all radiators, hot water pipes and water storage tanks), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on next steps.
If safe and convenient to do so please perform the following checks on your boiler before reporting an issue:
- The thermostat is not turned down.
- Re-set the boiler by pressing the reset button. Consult your boiler manual for specific guidance.
- Check the boiler pressure. Please refer to your boiler manual to find out what the correct pressure should be and how to re-pressurise your boiler.
If you have a gas leak or you can smell gas you must immediately evacuate the property and then contact National Grid Gas Emergency Service on 0800 111 999.
After that you must report the issue via fixflo so the property management team are aware. They will be in contact with you ASAP.
If this is NOT an emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on next steps.
Please select one of the options below:
Oil Boiler or Heater
If this IS a Home Emergency (total failure or complete breakdown, whether or not caused by accidental damage, of the main heating system including a central heating boiler, all radiators, hot water pipes and water storage tanks), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on next steps.
If safe and convenient to do so please perform the following checks on your boiler before reporting an issue:
- The thermostat is not turned down.
- Re-set the boiler by pressing the reset button. Consult your boiler manual for specific guidance.
- Check the boiler pressure. Please refer to your boiler manual to find out what the correct pressure should be and how to re-pressurise your boiler.
Fireplace
Please click the option that best describes your issue:
This is your responsibility as per the terms of the partnership agreement, so you do not need to report this to us.
Please get a quote for the issue.
Please share details of any quotes you have obtained to either explore or resolve the issue that you are reporting.
Once you have provided us with a quote the property management team will be able to advise on the next steps.
Unless you believe this issue to be an emergency, please get a report/quote and then report the issue via fixflo.
If this IS a Home Emergency (total failure or complete breakdown, whether or not caused by accidental damage, of the main heating system including a central heating boiler, all radiators, hot water pipes and water storage tanks), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote for the issue before reporting it via fixflo. Once you have raised the issue and sent the report/quote via fixflo the property management team will be able to advise you on next steps.
Please select one of the options below:
Leak
If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately.
If the leak has caused damage to the property, please contact your Buildings Insurance provider Magenta.
If the event is not covered by your insurance, you will need to get a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If this IS a Home Emergency (the leak cannot be contained and/or it is causing damage to the property, especially if it is penetrating into an electrical fitting), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via Fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Leak that cannot be contained: If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
If this is NOT a Home Emergency, please obtain a report/quote. Once you have these, please report the issue to us via fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If you believe you’re experiencing a Home Emergency, please contact your Home Emergency Insurance provider ARAG
If this IS a Home Emergency (sudden damage, blockage, breakage or flooding in regards to the drains or plumbing system including water storage tanks, taps and pipe-work located within the property) contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via Fixflo.
NB: If blockage of supply or waste pipes is due to freezing weather conditions this is not covered by your home emergency insurance.
If this is NOT a Home Emergency, you will need to get a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Unmanageable leaks: If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
If this is NOT a Home Emergency, please obtain a report/quote. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If you believe you’re experiencing a Home Emergency, please contact your Home Emergency Insurance provider ARAG.
If this IS a Home Emergency (If there is damage to (whether or not accidental) or failure of external doors, windows or locks which compromises the security of your property) contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via Fixflo.
If this is NOT a Home Emergency, please obtain a report/quote. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Internal Walls, Floors & Ceilings
First, please select one of the options below:
Please attempt to dry out the affected area. This can take up to a few weeks.
Ensuring the room is regularly heated and ventilated will help the drying process.
If the problem persists, please contact a local damp specialist and obtain a report and quote. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If you believe the damp has been caused by a leak, this will need addressing first. Please go back and select 'Water and Leaks' for more advice.
Once the leak has been stopped, please give the damp area time to dry out. This can take up to a few weeks. Ensuring the room is regularly heated and ventilated will also help the drying process.
If the problem persists, please contact a local damp specialist and obtain a report and quote. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If the cracks are only small hairline cracks, this is nothing to worry about. These can be caused by temperature/humidity fluctuations or minor foundation movements. It is your responsibility to re-plaster/redecorate in these instances.
If the crack is more significant, please contact your Buildings Insurance provider Magenta.
Once you have raised a claim, please continue to report the issue to us via Fixflo so we are aware of the situation.
Unless you believe this issue to be an emergency, please obtain a report/quote.
Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Small patches of mould can be wiped off but larger patches may require treatment with mould remover.
If the mould has arisen due to condensation caused by activities such as drying clothes indoors without adequate ventilation, or blocking off an air brick then remedying the issues caused by the condensation will likely be your responsibility as the occupier. You should keep your property sufficiently aired and ventilated in order to prevent the above, especially during colder periods.
Tips to avoid condensation:
- Cover boiling pans and open a window if you are cooking
- Dry your clothes outdoors when possible. Do not dry your clothes over radiators
- Ventilate your tumble dryer
- Use extractor fans if they have been fitted in your bathrooms
- Wipe up water lying on window sills in the morning
If you believe the mould is linked to damp, please go back to the previous page and refer to the damp section.
If this IS a Home Emergency (If there is damage to - whether or not accidental - or failure of external doors, windows or locks which compromises the security of your property) contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via Fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If this IS a Home Emergency (If there is damage to - whether or not accidental - or failure of external doors, windows or locks which compromises the security of your property) Contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If you think the event might be covered under your Buildings Insurance (for example, damage caused by falling trees, telegraph poles, fire, smoke, lightning, explosions or earthquake, storms or flooding (list not exhaustive)), contact your buildings insurance provider Magenta.
If this is NOT a Home Emergency, you will need to get a report and quote from a local contractor. Once you have these, please report the issue to us via fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Please check your fuse box or consumer unit to see if circuit breakers require resetting. If circuit breakers do not require resetting, please contact an electrician to assess the issue.
Once you have obtained a report/quote please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
First call the electricity board to check that the loss of power is not because of a general power cut, unpaid bills or failure to pay for connection.
If the failure isn't due to the interruption, failure or disconnection of the mains electricity, mains gas or mains water supply then you are covered by your home emergency insurance ARAG.
Please contact them ASAP.
Once raised with ARAG please report the issue through Fixflo so we can keep track of the issue, the property management team will then be in contact with you.
If this isnt a home emergency, you will need to get a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Hot Water
First, please select where the issue is coming from:
If this IS a Home Emergency (the leak cannot be contained and/or it is causing damage to the property, especially if it is penetrating into an electrical fitting), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via Fixflo.
If this is NOT a Home Emergency, you will need to get a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Leak that cannot be contained: If safe and convenient to do so, you should turn the water off immediately using the stopcock. The stopcock is usually turned clockwise to stop the flow of water.
To start, see if the immersion heater’s circuit breaker is on. You can find it in the main breaker panel. On the off chance that the breaker has tripped, switch it off, then switch it back on once more. Then wait and see if the switch trips again. If it does, you might be dealing with a more significant issue.
If this IS a Home Emergency (you have no hot water throughout the property), contact your home emergency insurance provider ARAG.
If you are experiencing issues but this is NOT a Home Emergency, please source a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If this IS a Home Emergency (you have no hot water throughout the property), contact your home emergency insurance provider ARAG.
If you are experiencing issues but this is NOT a Home Emergency, please source a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
First telephone the electricity board to check that the loss of power is not because of a general power cut, unpaid bills or failure to pay for connection.
If the failure isn't due to the interruption, failure or disconnection of the mains electricity, mains gas or mains water supply then you are covered by your Home Emergency Insurance. Please contact your insurance provider ARAG.
Once raised with ARAG please report the issue through Fixflo so we can keep track of what’s happening, the property management team will then be in contact with you.
If this IS NOT a Home Emergency, please source a report and quote from a local contractor. Once you have these, please report the issue to us via fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If this IS a Home Emergency (total failure or complete breakdown - whether or not caused by accidental damage - of the main heating system including a central heating boiler, all radiators, hot water pipes and water storage tanks), contact ARAG your home emergency insurance provider. Once raised with ARAG please report the issue to us via fixflo.
If this is NOT a Home Emergency, please source a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If safe and convenient to do so please perform the following checks on your boiler before reporting an issue:
- The thermostat is not turned down.
- Re-set the boiler by pressing the reset button. Consult your boiler manual for specific guidance.
- Check the boiler pressure. Please refer to your boiler manual to find out what the correct pressure should be and how to re-pressurise your boiler.
Smoke alarms and carbon monoxide alarms can be mains powered or battery powered.
If your alarm is battery powered and is not functioning correctly please check whether the batteries require replacement before reporting your issue. The replacement of alarm batteries is your responsibility as the occupier.
If you are using the alarms we sent you on completion and you believe they are faulty, please continue to report this. If you are using the existing alarms that came with the property, then please install the ones we sent you on completion.
If this IS a Home Emergency (Where vermin are causing damage inside the property or a health risk to you), please contact ARAG, your home emergency insurance provider.
Once raised with ARAG please report the issue through Fixflo so we can keep track of what’s happening, the property management team will then be in contact with you.
NB. Vermin include the following: Brown or black rats, house or field mice, and wasps’ or hornets’ nests, if you have another pest or vermin issue it will likely be your responsibility as the occupier to rectify the situation.
Roof
First, please select where the issue is coming from:
If this IS a Home Emergency (there is damage to the roof of the property (garage not covered) where internal damage has been or is likely to be caused), contact your home emergency insurance provider ARAG.
If the damage was caused by any of the following: Fire, smoke, lightning, explosion or earthquake, storm, falling trees, branches, telegraph poles or lamp posts, please call your Buildings Insurance provider Magenta.
Once raised with either ARAG/Magenta please report the issue through Fixflo so we can keep track of what’s happening, the property management team will then be in contact with you.
If this IS NOT a Home Emergency or Insured event, please source a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If this IS a Home Emergency (the leak cannot be contained and/or is causing damage to the property, or there is damage to the roof of the property (garage not covered) where internal damage has been or is likely to be caused), contact your home emergency insurance provider ARAG.
If the damage was caused by any of the following: Fire, smoke, lightning, explosion or earthquake, storm, falling trees, branches, telegraph poles or lamp posts, Please call your Buildings Insurance provider Magenta.
Once raised with either ARAG/Magenta please report the issue through Fixflo so we can keep track of what’s happening, the property management team will then be in contact with you.
If this IS NOT a Home Emergency or Insured event, please source a report and quote from a local contractor. Once you have these, please report the issue to us via Fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Oil/Gas Leak
First, please select where the issue is coming from:
EMERGENCY: If you have a gas leak or you can smell gas you must immediately evacuate the property and then contact National Grid Gas Emergency Service on 0800 111 999.
After that you must report the issue via Fixflo so the property management team are aware. They will be in contact with you ASAP.
If you smell oil at home, you do not necessarily need to evacuate immediately. However, if you notice signs of irritation from the oil smell, such as dizziness, nausea or a headache, you should leave the area.
Turn off the system and open up windows and doors to increase ventilation. If once you have cleared up oil you find there is a continuous leak, please source a report and quote from a local contractor. Once you have these, please report the issue to us via fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
If this IS a Home Emergency because you are also experiencing no heating and/or no hot water, please call ARAG your Home Emergency Insurance provider.
Once raised with ARAG please report the issue through Fixflo so we can keep track of what’s happening, the property management team will then be in contact with you.
If there is accidental, significant structural damage to the stairs, please call your Buildings Insurance provider Magenta.
Once raised with either Magenta please report the issue through Fixflo so we can keep track of what’s happening, the property management team will then be in contact with you.
If this IS NOT an Insured event, please source a report and quote from a local contractor. Once you have these, please report the issue to us via fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.
Unmortgage Ltd (registered in England and Wales, Company No. 10395239) and its subsidiaries comprise the Unmortgage Group. Our registered office is at 1 Poultry, London, EC2R 8EJ.
Wayhome is a trading name of the Unmortgage Group.
Unmortgage Arrangers Ltd, a subsidiary of Unmortgage Ltd (registered in England and Wales, Company No. 11842567), is authorised and regulated by the Financial Conduct Authority (Firm Reference Number 838366) for arranging and administering insurance policies only and is also registered as an EMD Agent of Modulr FS Limited (Firm Reference Number 902968). Modulr FS Limited is Authorised and Regulated by the Financial Conduct Authority as an Electronic Money Institution (Firm Reference Number: 900573). Your money is held in a segregated and safeguarded account under e-money regulation.
No other aspect of the Unmortgage Group’s business falls within the scope of financial services regulation. This means you do not have any of the protections under the FCA rules and do not have any cover from the Financial Ombudsman Scheme or the Financial Services Compensation Scheme in relation to your interest in an LLP. Customers should ensure they understand what this means before they use the Wayhome product.
For full details relating to our regulatory position please see our Regulatory Information Page.
Wayhome Property Management Ltd, a subsidiary of Unmortgage Ltd, is a member of The Property Redress Scheme (membership number PRS025713), which covers activities in relation to the purchase of the home, the setting up and management of tenancy and the management of maintenance of the home.
Wayhome Nominees Ltd (registered in England and Wales, Company No. 13085562) is a subsidiary of Unmortgage Ltd.
To start, see if the immersion heater’s circuit breaker is on. You can find it in the main breaker panel. On the off chance that the breaker has tripped, switch it off, then switch it back on once more. Then wait and see if the switch trips again. If it does, you might be dealing with a more significant issue.
If this IS a Home Emergency (you have no hot water throughout the property), contact your home emergency insurance provider ARAG
If you are experiencing issues but this is NOT a Home Emergency, please source a report and quote from a local contractor. Once you have these, please report the issue to us via fixflo and attach the report/quote for us to assess. We won’t be able to advise until we have these.