When something suddenly goes wrong in a building, the way the problem is reported can make all the difference to how quickly it is fixed. Clear, accurate information helps contractors arrive prepared, avoid wasted visits and keep residents safe and informed.
Reactive maintenance compared with planned work
Reactive maintenance is any repair that responds to an unplanned issue, such as a burst pipe, failed lock or loss of power. It deals with faults that have already happened and need attention now or very soon.
Planned maintenance is scheduled in advance to keep the property in good condition, for example annual gas boiler servicing, periodic electrical inspections or gutter cleaning. The aim is to prevent faults, extend asset life and comply with regulations.
Both are essential. Planned maintenance reduces the number and severity of reactive calls, but it will never remove unplanned problems completely. For landlords and block directors, having a clear approach to reactive maintenance ensures emergencies are handled calmly and efficiently.
Quick triage checklist by issue type
Before you pick up the phone or send an email, a brief triage helps you decide urgency and what details to gather. Always treat life safety and major damage as urgent, and contact your agreed emergency contractor or on-call service.
Water leaks: Is water still flowing? Where is it coming from (ceiling, wall, under sink)? Is it near electrics? Has any ceiling or wall bowed or cracked?
Electrics: Total power loss or just some circuits? Any burning smell, smoke or visible damage? Has the consumer unit (fuse board) tripped?
Heating / hot water: No heating, no hot water, or both? Any error codes on the boiler or controls? Any visible leaks around pipework or cylinder?
Access / locks: Resident locked in or out, or is it a faulty communal door? Can the door be secured at all? Is the property or block left insecure?
Communal lighting: One light out or a whole corridor/car park? Is it a safety risk, for example stairs in darkness? Are emergency lights affected?
Drainage: Slow draining or complete blockage? Affecting one unit or multiple? Any sewage backing up into property or communal areas?
Use this quick review to categorise the job as emergency, urgent or routine. Make a brief note of your answers so you can pass them straight to your maintenance provider.
Key information to provide when reporting
The more precise your first report, the less back-and-forth is needed and the better the contractor can prepare tools, parts and access. Incomplete information often leads to delays or multiple visits.
Always try to include:
1. Exact location in the building
State the building, floor, flat number and room. For communal areas, describe clearly, for example “ground floor lobby outside Flat 3”, or “rear stairwell between first and second floors”.
2. Clear description of the issue
Use plain language: what is happening, when it started and whether it is getting better, worse or staying the same. Mention any error messages, unusual noises or smells.
3. When it was first noticed
Give a date and, if relevant, an approximate time. If the issue has been reported before, reference earlier job numbers or dates so history can be checked quickly.
4. Safety or security risks
Highlight anything that could be dangerous or leave the building insecure. Examples include exposed live wires, uncontrolled water leaks, blocked fire exits or a communal front door that will not lock.
5. Photos or short video
Good photos can save significant time. Include close-up and wider shots to show context. Avoid including faces or personal documents in the images. For leaks, show the source area and the affected surfaces below.
6. Access details
Confirm contact name and number on site, any key holding arrangements and suitable time windows. Note any restrictions, for example alarm codes, concierge hours or parking limitations.
What residents can safely check first
Encouraging tenants and residents to carry out a few simple, safe checks can reduce damage and help diagnose the issue faster. It is essential that no one attempts work they are not competent or authorised to carry out.
Water leaks
Residents can usually locate and turn off the local isolation valve under a sink or behind a toilet, or use the main stopcock if they know where it is. Remind them not to access voids or ceilings that look unsafe or bulging.
Electrics
It is generally safe to switch off a tripped circuit at the consumer unit and see if it will reset. If it will not, or if sockets or fittings are damaged or hot, residents should leave the circuit off and await an electrician. They should never open covers or attempt their own wiring.
Heating and hot water
Ask residents to check that the thermostat and programmer are on and set correctly, and to note any boiler fault code. They should not remove boiler covers or attempt to reset repeatedly if the boiler keeps locking out.
Access and locks
Residents can try an alternative key if one is available and check if the door or frame is obstructed. If a key has snapped, mechanisms are sticking, or a communal door closer has failed, leave it to a qualified locksmith or maintenance engineer.
Drainage
Basic checks, such as removing obvious debris from a plughole or resetting a pop-up waste, are usually safe. Residents should avoid chemical drain cleaners and must not dismantle traps or shared pipework.
What happens after you report a reactive issue
Understanding the process behind the scenes helps you manage expectations with tenants and fellow directors. A structured approach also improves audit trails and compliance.
Job logging
Your helpdesk or managing agent should log each report with a unique reference, date and time stamp, priority level and all the information provided. For larger blocks, integrating this with your property management system keeps all records in one place.
Contractor selection and dispatch
The correct trade is assigned based on your triage: plumber, electrician, locksmith and so on. For emergency attendance, the job is usually phoned through and then confirmed by email, with photos attached so the engineer knows what to expect.
Updates and communication
Good practice is to confirm appointment windows to residents and to note any access issues. If parts are needed or follow-up works are identified, this should be recorded and communicated promptly so the repair does not stall.
Completion and evidence
On completion, request clear notes describing what was found and what was done, along with before-and-after photos where appropriate. This supports compliance, future budgeting and, in blocks, transparent reporting to leaseholders or directors. Linking this to your block management records gives you one point of contact and a full audit trail.
Copy-and-paste email template for reactive reports
You can adapt the template below to standardise reporting across your portfolio:
Subject: Reactive maintenance issue – [Building name] – [Flat/area] – [Issue type]
Location: [Building, floor, flat number, room or communal area]
Issue type: [Water leak / Electrics / Heating / Hot water / Access / Communal lighting / Drainage / Other]
Description: [What is happening, where, since when]
Safety/security risks: [e.g. near electrics, trip hazard, front door not locking]
Checks carried out: [Stopcock turned off / Boiler controls checked / Consumer unit checked / None]
Access details: [Resident contact name & number, key holding info, preferred times]
Photos/videos attached: [Yes/No]
Next steps and getting support
By standardising how you and your residents report issues, you will see faster resolutions, fewer repeat visits and clearer communication for everyone involved. Combining reactive maintenance with structured planned works also reduces long term costs and disruption.
If you would like one point of contact for reactive repairs alongside joined-up property management and block management, HITS Facilities Management Ltd can help. Call 01293320806 to discuss a reactive maintenance service tailored to your buildings.
