Maintenance Policy

This Policy covers reactive repairs, planned preventive maintenance, renovation works and emergency response for both managed and non-managed properties.

Requests may be submitted by phone, WhatsApp, email or through the maintenance portal. Every request is logged with a unique reference, priority level, technician assigned and target completion time.

• Emergency: attended within 2–6 hours (e.g. burst pipe, no power, no water, security).
• Urgent: attended within 24 hours (partial loss of service or comfort).
• Standard: completed within 3 business days.
• Scheduled: completed within the timeline agreed at booking.

All contractors and technicians are vetted, trade-verified and, where the trade is regulated, hold current statutory licences (e.g. EPRA licence for electrical works). Contractors must carry public liability insurance and comply with our health and safety requirements on site.

Works are carried out in accordance with the Occupational Safety and Health Act, 2007. Personal protective equipment is mandatory, hazardous areas are cordoned off, and waste is disposed of through licensed handlers in line with the Environmental Management and Coordination Act (EMCA), 1999.

Non-emergency works proceed only after a written quotation has been approved by the owner or authorised occupant. Emergency works to protect safety or the fabric of the property may proceed immediately, with the owner informed as soon as reasonably possible.

Repair work carries a 90-day workmanship warranty. Installation and renovation work carries 6–24 months workmanship warranty depending on scope, plus manufacturer warranties on materials. Warranty terms are recorded on the invoice for each job.

Where you contract with us as a consumer, your rights under the Consumer Protection Act, 2012 apply in full, including the right to services of a reasonable standard and to accurate information about price and scope.

Complaints about workmanship or conduct may be raised in writing. We will investigate and respond within 7 business days. Unresolved matters may be escalated in accordance with the Consumer Protection Act, 2012.