If you or anyone in your home has tested positive for coronavirus or are required to self-isolate, it is important to contact us on 020 8882 8372 or complete our online form to notify us.

We are continuing to follow coronavirus advice and guidance issued by the government. The health and safety of our tenants, customers, contractors and staff is our top priority. All our staff are taking the highest level of precaution to minimise the risk of infection to tenants and others. Our Board of Directors meets regularly to ensure we are responding quickly and continuing to protect and maintain our services.

We urge you to follow government guidance and guidelines to keep yourself and those around you safe and well. 

If we need to visit your home, our colleagues will always: practice social distancing in line with government advice; carry and use personal protection equipment (PPE); wash and sanitise their hands before and after ending their visit to the property following NHS/government guidelines. 

We aim to keep everyone safe, so our colleagues may politely remind you to join us in practising social distancing and any other measures needed, such as waiting outside with the door closed while they are inside the property.

All maintenance queries must be reported via our website.

Maintenance issues are categorised based on their urgency. We measure response times from the date you report the repair to us.

Emergency priority – 24-hour response 

Urgent priority – 48-hour response 

Routine repair – 72-hour response

You may be able to get adaptations to your home if you’re disabled. If you have a long-term disability that affects
your day-to-day living, we can authorise you to make reasonable adjustments, while considering factors such as
tenancy length and planning permission requirements.

Emergency repairs are required if there is a serious health risk or safety hazard to you or your home if left unresolved. 

Emergency repair types include, but are not limited, to: blocked flue, main drain, soil pipe or toilet pan; burst water main; emergency alarm system failure; fire damage; flooding; gas leak; unsecured outside window, door or lock; loss of gas, electricity or water supply; no heating and no hot water; severe storm damage; unsafe structures or electrical fittings. 

Call the office immediately on 0208 882 8372.

Anti-social behaviour is behaviour that causes harassment, alarm, distress or damage to property. 

Anti-social behaviour types include, but are not limited, to: noise nuisance; verbal abuse, harassment, intimidation or threatening behaviour; hate-related incidents based on race, sexual orientation or religion; neighbour disputes; pets and animal nuisance, including the fouling of public areas; alcohol, drugs, substance abuse and drug dealing; domestic violence; physical violence; graffiti and vandalism; litter, rubbish and fly-tipping; garden nuisance; misuse of communal areas and public space; prostitution, sexual acts and kerb-crawling; other criminal behaviour or crime not stated above.

All complaints must be made in writing using our online form or by emailing us at info@stefphilips.com.

If you smell gas in your home or suspect a carbon monoxide leak, leave the property and call the Gas National Grid free 24-hour helpline on 0800 111 999. Please remain outside until a gas engineer arrives.

DO: Open doors and windows to allow fresh air in; make sure all gas appliances and the burners on your hob are turned off; follow the advice given by the emergency adviser. 

DON’T: Smoke, light matches or use a naked flame; turn any electrical switches on or off; use any electrical appliances, including door entry systems, doorbells, mobile phones or any other electrical switches that could cause a spark.

We take pride in providing an excellent customer service experience, but we understand that sometimes things can go wrong. Your feedback helps to ensure we are continually improving our services. You can make a complaint by using our online form or emailing us at info@stefphilips.com.

It is great to hear about your positive experiences and we welcome feedback. You can use our online form, email us at info@stefphilips.com, or leave a Google review.

If you lose your keys, please contact us on 020 8882 8372 and we will arrange for a replacement. Please note that there is a fee of £15 for this service.