Urbanac Associates — Fault Reporting Help

How to submit a fault report

Use the fault reporting link sent to you by your property officer or Urbanac Associates. The link is unique to your property. You do not need to log in. Describe the fault clearly, select the severity tier, and submit. You will receive a reference number by SMS or email.

Fault tiers — choosing the right one

Emergency Immediate risk to safety or security.

Examples: burst pipe flooding the property, complete power failure, gas leak, break-in damage, structural danger. Urbanac targets response within 4 hours.

Urgent Significant impact on daily living.

Examples: hot water failure, broken lock, partial power failure in key rooms, appliance failure in kitchen. Urbanac targets response within 24 hours.

Routine Non-urgent maintenance.

Examples: dripping tap, broken window latch, faulty light switch, cosmetic damage. Urbanac targets response within 72 hours.

What happens after you submit

1. You receive a fault reference number (e.g. MAINT-001234)
2. Urbanac triages the fault and confirms the tier
3. A vendor is assigned — you may be contacted to arrange access
4. The job is completed and marked resolved
5. You will be asked to rate the repair (1–5 stars)

Emergency contacts

For life-threatening emergencies, call emergency services first (police: 112, fire: 01-7944929, LASEMA: 767).

For property emergencies outside office hours, call your property officer directly. Their number is on your tenancy documentation.

I submitted a fault but haven't heard back

Routine faults are typically acknowledged within 24 hours. If you submitted an emergency or urgent fault and have not heard back within the SLA window (4h/24h), call your property officer directly. Always keep your fault reference number.

Can I report a fault on behalf of someone else?

Yes — use your property's fault reporting link and indicate the actual location and nature of the fault. Provide your contact details so Urbanac can coordinate access.

Who pays for repairs?

Urbanac will advise you on cost responsibility before any work begins. Structural and infrastructure repairs are generally the landlord's responsibility. Damage caused by tenant negligence may be recharged to the tenant. You will always be informed before any costs are applied to your account.