Frequently Asked Questions

Getting started

• Do I need to give my utility providers any information when I move in?

  Please ensure that you register for all of the bills that you are responsible for, such as gas, electricity, water and council tax.

• I have a maintenance issue, what should I do?

  • Identify the issue and the room that it is in
  • Make a note of the times and dates that the issue occurred on
  • Call our office on 0203 095 0954 with the above information

Properties

• I have a water leak in my property, what can I do?

  If you find water leaking anywhere in your property, first identify the room it affects and the area it is coming from. Then, call the office immediately on 0203 095 0954.

• What should I do if I have an issue with my boiler?

  • If you have a top-up meter, make sure that there is credit on there
  • Check the pressure gauge on the boiler
  • Check the screen on the boiler for any error codes
  • Call the naccs office on 0203 095 0954 with this information 

• My appliance is faulty, who do I call?

  Washing machines are the tenant’s liability. For all other appliances, please call the naccs office on 0203 095 0954.

• I think I have an electrical issue, what should I do next?

  • Check the fuse box to ensure that all the fuses are up
  • If you have a top-up meter for your electricity, make sure that there is credit on there
  • Check the UK Power Networks website to check for any power cuts in the area

• I have a gas issue, what do I do?

  • If you have a top-up meter for your gas, make sure that there is credit on there
  • Check that the gas valve near the meter is set to open
  • Call the office on 0203 095 0954 with this information

• I have a pest control problem, what can I do about it?

  naccs will only be responsible for pest issues reported within the first 28 days of moving in. After this time, please contact a local pest control specialist for assistance.

• I have a query about my furniture, who do I contact?

  If your property was furnished when you moved in, after 28 days it becomes the tenant’s responsibility to replace or repair the furniture. Tenants must contact the office if they wish to remove any furniture.

• I have an issue with mould, what should I do?

  Usually, the main cause of mould is condensation, e.g. when heaters are covered with clothes or clothes are dried inside the property.

  • Please ensure the property is well ventilated (even in the winter), open your windows and doors
  • Use extractor fans where available
  • Ensure heaters are not covered or obstructed

• I have an issue with my smoke alarm, what are my next steps?

  • If the smoke alarm is ringing, please check all alarms in the property to see if any of them show a green or a red light
  • If the alarm is beeping every 30 seconds to 1min, this means the back-up battery needs to be replaced
  • Please call the office on 0203 095 0954 with this information

• Still waiting for a response on your maintenance issue?

  Depending on the maintenance issue, each issue has an approximate timescale for completion. Please see breakdown below:

  • Boiler issues take approximately 24-48 hours
  • Water leaks can take 24-48 hours to investigate
  • Appliances can take up to 28 days to repair

  If your query is not an emergency, please email: maintenance@naccs.co.uk with as much information and pictures where possible.