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In-person or video viewing
Choose what's easiest — drop in to see the property in person, or join a live video walk-through if you can't make it down.
Repairs, our service standards, anti-social behaviour and damp guidance, and the official tenancy resources from gov.uk, the NRLA, Gas Safe Register and NICEIC. New to MDM Homes or already with us — start here.
Two paths — depending on whether you're looking for a property or you already live in one of ours.
Tell us where you'd like to live, what you're looking for, and when you need to move. We'll come back within two working days with availability that matches.
All maintenance requests are logged through Tenant Cloud, our resident portal. You'll get a ticket reference, status updates, and a record of every visit.
Can't access the portal? Drop us a quick note and we'll log the request manually. Note this will delay our resolution timelines.
Every reported issue is triaged by priority and tracked against a published response and resolution target. Below are the standards we hold ourselves to, aligned with established UK private and social-rented sector practice.
Log your repair through Tenant Cloud — your portal for requests and status updates. Logging your repair via Tenant Cloud ensures it is routed to the right tradesperson promptly. New tenants will have received a sign-up link with their welcome pack.
If you smell gas, leave the property and call the National Gas Emergency Service on 0800 111 999. For uncontainable water leaks, electrical danger, or any threat to life or property, call our out-of-hours line straight away.
| Issue | Priority | Response Target | Resolution Target |
|---|---|---|---|
|
Major water leak (uncontainable)
Burst pipe, ceiling leak, flooding, risk to property or health
|
P1 · Emergency | Within 4 hours | Make safe immediately by switching off water mains. Full repair within 24 hours. |
|
Total loss of heating or hot water (Oct – Apr)
Boiler breakdown during the heating season; vulnerable household
|
P1 · Emergency | Within 24 hours | Engineer attendance within 3 working days. Temporary heaters provided if parts needed. |
|
Severe pest infestation
Active rats indoors, wasp nest at entrance, anything posing a health risk
|
P1 · Emergency | Within 24 hours | Pest controller attendance within 3 working days. Treatment programme set. |
|
Total electrical failure
No power throughout the property (not a supplier outage)
|
P1 · Emergency | Within 4 hours | Make safe and restore supply same day or next working day. |
|
Property insecure
Broken external door or window lock, after a burglary or accident
|
P1 · Emergency | Within 4 hours | Property made secure same day. Permanent fix within 5 working days. |
|
Awaab's Law: significant damp or mould
Reported damp / mould posing a health risk, especially with vulnerable occupants
|
P1 · Emergency | Within 24 hours | Investigated within 14 days. See full damp & mould page → |
|
Boiler / heating fault — partial loss
Intermittent heating, single radiator failure, summer hot-water issue
|
P2 · Urgent | Within 2 working days | Resolved within 7 working days. |
|
Appliance repair
Cookers and built-in ovens: covered in all lets. Washing machines and fridge-freezers: covered in shared housing only. Other appliances: only if listed in your tenancy.
|
P2 · Urgent | Within 2 working days | Resolved within 7–14 working days, depending on parts availability. |
|
Contained water leak
Slow drip, minor tap leak, isolated and not damaging the property
|
P2 · Urgent | Within 2 working days | Resolved within 7 working days. |
|
General pest issue
Mice, ants, silverfish, isolated wasps — not posing immediate risk
|
P2 · Urgent | Within 3 working days | Treatment completed within 7 working days. |
|
Single-circuit electrical fault
One ring or socket out, faulty light fitting, intermittent extractor fan
|
P2 · Urgent | Within 3 working days | Resolved within 7 working days. |
|
Roof leak / failed guttering
Active rain ingress, damaged or blocked guttering causing damp
|
P2 · Urgent | Within 3 working days | Resolved within 14 working days, weather permitting. |
|
Blocked drain or toilet (sole WC)
Where there is only one bathroom and the property is unusable
|
P2 · Urgent | Within 24 hours | Same-day or next-working-day attendance. |
|
Low-level maintenance
Broken curtain rail, loose door handle, hinge issue, cracked tile, silicone repair, minor cosmetic
|
P3 · Routine | Within 5 working days | Resolved within 28 calendar days. |
|
Cosmetic / planned works
Decorative repaint requests, garden upkeep beyond tenant duty, non-urgent enhancements
|
P3 · Routine | Within 10 working days | Scheduled into next planned works cycle. |
Where a repair could be classed differently depending on circumstances — for example, hot water failing in summer for a household with a young baby — we apply the higher priority. Vulnerability, household composition, and the practical impact on daily life all factor into the triage.
Some repairs are our responsibility as your landlord. Others — typically minor wear, day-to-day upkeep, and damage caused by the tenant or their guests — sit with you. Here's a clear split.
Don't try to guess. If you're not sure whether something is your responsibility or ours, log it through Tenant Cloud and we'll come back to you within one working day with a clear answer. We'd rather you ask than leave a problem to grow.
From your first viewing to settled in — every step we take with you, every time.
Choose what's easiest — drop in to see the property in person, or join a live video walk-through if you can't make it down.
Walk-throughs led by us — with live Q&A on the property and on the area. Bring your questions, no matter how small.
Right to Rent, references, deposit protection — all handled clearly and in good time. We tell you exactly what we need, why, and when.
Property handbook, compliance certificates, and our service standards in one place. You'll know how the heating works and who to call before you've unpacked a single box.
In person, with a full property walkthrough on move-in day. Meter readings, fuse box location, where the stopcock is — we cover it all together.
Schools, GPs, transport links, recycling days, the best coffee within ten minutes' walk — what we wish we'd known on day one.
Your login is set up before you move in via tenantcloud.com — for repairs, maintenance updates, and a tidy record of every visit, message, and request, all in one place.
Plain-English policies covering the things tenants most often ask about. Click through for the full version of each.
How we define ASB, how to report it, and the steps we take. We expect every household to enjoy quiet enjoyment of their home.
Read the policy →What to do if you spot damp or mould, what we'll do when you report it, and practical prevention tips for everyday living.
Read the guidance →The standards we hold ourselves to as a landlord — communication, repairs, complaints, and respect. Our promise to every tenant.
Read the standards →The most important external resources every UK tenant should know about. All links go to the official source — gov.uk, Gas Safe Register, NICEIC, and the NRLA.
The government's official checklist for renting a home in England. Covers what to look for, what to expect, and your rights as a tenant.
How to prove your right to rent in England. We're legally required to check this for every tenant before a tenancy starts.
The official information sheet explaining how the new rules — periodic tenancies, end of Section 21, rent-increase limits — affect you from 1 May 2026.
How your annual gas safety check works, what it covers, and how to spot a Gas Safe registered engineer. We arrange and pay for this every year.
The Electrical Installation Condition Report — required every 5 years for private rented homes. Explains what's tested and what the result means.
Find the official Energy Performance Certificate for your property. Gives you the energy rating, estimated running costs, and improvement suggestions.
Independent advice on every aspect of renting — deposits, eviction, disrepair, and benefits. A trusted starting point for any housing question.
Practical advice and emergency support for tenants. Free helpline and detailed online guides on every type of housing issue.
The professional body that accredits MDM Homes. Sets industry standards for landlords across England and Wales.