No matter how well your property is looked after, things can always go wrong. It's up to us to make sure these are put right, and to do this as quickly and as painlessly as possible. We much prefer you to report any repairs via online reporting platform, which is accessed through the report a repair button so that we not only have a record of your request but, so that we can also reply to you directly and let you know what we're going to do about it.
Please do not use the online reporting platform for emergencies; instead you should call our office number (0113) 816 0131 instead. For all out of hours emergencies, our current contractor's number can be found on our answer machine. We'd be really grateful if you could only call this for anything that can't wait until the following morning, such as leaks, security issues and anything relating to your safety.
We like to look after our tenants and we like to look after our properties. We also like our tenants to look after them too! We have a variety of strictly vetted and highly-trained contractors available at our disposal and we aim to beat any other agency in terms of our repair times for all jobs, be they large or small.
At Sugarhouse, we pride ourselves on a swift response and the minimum of fuss!
Your welcome pack will contain information on many of the questions you may have on your property and we offer a comprehensive move-in-guide and detailed inventory, to cover many of the general questions you will have about your new home.
You can also visit our YouTube Channel to view our selection of self-help videos that will guide you in some of the tasks you’ll need to routinely undertake as tenants (such as bleeding radiators and changing lightbulbs).
Although things can go wrong in a house from time to time; we endeavour to adhere to a standard of repair response times. We’ll do our best, working to these timescales, to ensure that we get everything resolved as soon as possible. Please see our standard repair response times in the boxes below:
Priority 1 - Emergency Repairs
Required to avoid danger to life or damage to property.
Target: Within 24 hours of being notified of the repair.
E.G - Gas leak, Flood or Serious Leak, Fire, No Functioning WC, Break-in or Property not secure
Priority 3 - Non-Urgent (day to day repairs)
Repairs that can wait a short time before being attended to.
Target: Within 10 days of being notified of the repair.
E.G - Broken units & woodwork, General appliance faults (inc. Washing Machines, TV's, microwaves, dishwashers etc.), Broken furniture, Curtains & Blinds, Blocked Drains, General Plumbing (dripping taps etc.), Light fittings
Priority 2 - Urgent Repairs
Repairs which materially affect the comfort or convenience of the tenant/s. Required to avoid danger to life or damage to property.
Target: Within 48-72 hours of being notified of the repair.
E.G - No heating or hot water, Roof leaks & other Smaller Leaks, Oven fault, No Functioning Shower, Fridge or Freezer Not Working, Signs of Damp, Fire Alarm and Electrical Faults, Pest Control
Priority 4 - General Upkeep & Routine Maintenance
Non-urgent repairs that are not time sensitive.
Target: Within 28 days of being notified of the repair.
E.G - Painting & Decorating, Damaged or Mouldy Bath Seals & Tiles, Gardening.
The best marketing and customer service in the North Leeds student and professional market bar none!”
They have just organised my third full refurbishment for me and they all look fantastic. I haven't lost a day's rent since they took over”
They've got fantastic prices and friendly staff”
Great value properties”
Friendly, professional service that offers great advice and sees you through from start to finish of the process of letting a house. Always available for any queries that you have and have a very quick response to let any problems that we have had in the house. Feel like we're treated like adults, not students and that they really value our custom.”
They were very professional and helpful and did their utmost to provide great customer service and find us the exact property we were looking for that satisfied as many requirements as possible. The staff are very welcoming and friendly and were easy to approach with any concerns, requests or questions.”
Brill company, extremely professional yet friendly and always happy to help! Great to chat to for advice, over all the best in Leeds!”
They're simpy the best and super efficient!!”
In a highly competitive category, this agency should be delighted with itself; the judges were extremely pleased to rewards its efforts with the gold. With a focus on students and young professionals the attitude and communication is well tailored to this audience. The team has an established presence across the social media platforms and uses social networking sites extremely well. The website is very good indeed and has a number of features expected by the young and tech savvy target audience. The directors value their staff and there is a very good mentoring scheme in place to develop negotiators into senior staff. As can be expected in student sharing tenancies, they are well versed in dispute resolution and manage to remedy any issues without legal recourse, so all parties come away happy with the results.”
You've taken a hugh worry from my mind. Thank you so much for all your helpand advice. My tenants have also been really pleased with you which is really nice. Everything was really straightforward and the tenants have been great.”
Sugarhouse Properties are always helpful when we have any problems with the house and always fix it immediately. They are constantly polite and friendly when we are in contact with them.”
Many thanks for all your hard work; your administration is excellent and you communicated well with us throughout”
We had our house on with XXXX for 4 months with no success and no feedback. Sugarhouse advised me to organise some minor improvements and had the house rented within a week! ”
Such friendly and helpful people! All staff are easy to talk to and are open to questions no matter how many! Definitely recommend to anyone looking for a house!”
I have recently organised a house for next year with Sugarhouse and everything went as quick and easy as possible. The team are a great example to all other letting agencies, with their professionalism and commitment. They also make your house-viewing fun, which is very important”
When we were looking for a house they were so helpful in trying to find what we wanted. Whenever we had problems at the house they are always very quick at responding and fixing the problem. We are very happy with the service they have provide and if we were not in our third year we would definately use them again”
Great houses with really good facilities. Always reply straightaway and send someone round within the next 2 days. Staff are so friendly!”