Tenant Services

Tenant Services at Naylor Powell

Our Property Management department is based in Spinnaker House, Gloucester. Our dedicated team are there to assist you from the moment you move in. This page is full of useful advice however if you need to speak to a member of our team please call 01452 504813 or email propertymanagement@naylorpowell.com.

Frequently Asked Questions

Who do I contact if I have questions about my tenancy?

All elements of your tenancy are dealt with by the Property Management team based at Spinnaker House in Hempsted. Please call 01452 504813 and refer to your contact sheet if you feel you would like to speak to a specific person.

I have changed my telephone number, do Naylor Powell need to know?

Yes, it is vital that we have accurate contact information to ensure we provide you with the service you expect. This should also include email addresses whenever possible.

What happens with the utilities?

This is all taken care of for you. When you first agreed your move in date, we notified all the relevant utility suppliers and council tax that you were moving in. You should receive notification of this in the post within a few days of moving in, usually with a request to return some details and meter readings.

Can I change my utility suppliers?

Yes, but you must notify us first. You must not change gas or electric meters or install a water meter without written consent from Naylor Powell.

How often will Naylor Powell inspect the property?

We will carry an inspection within the first three months of you moving in and then on a six-monthly cycle after that. We should make you aware that we do take photographs of the main rooms and of any issues that need to be reported. This is a contracted obligation we have to the landlord. You will receive written notice prior to the inspection.

Who do I contact if I have a fault?

First, we would ask you to refer to the fault-finding advice below. If the fault cannot be rectified with this advice, please report the matter via the online portal PropertyFile. If you are unable to find your log in, please email propertymanagement@naylorpowell.com or call 01452 504813.

If you have a fault outside of office hours or during public holidays, please refer to the list below or the handy contact card given to you when you signed your contracts. Please note these contractors do not provide a 24-hour service.

It is very important that you ONLY contact contractors directly in emergencies out of office hours. If the contractor does not deem the call an emergency, they may not attend, or you may be charged for the out of hours call.

We do all we can to address any faults as quickly as possible. But we would stress that even with the best maintained properties faults do occur and these can sometimes take time to sort.

Who do I contact if I am unhappy with the service I receive?

We are confident this will never be the case but if Naylor Powell or any of our contractors have failed to meet your expectations please telephone or email our Head of Property Management, Marc Fox.

How much notice do I need to give when I want to leave?

Your tenancy will have a minimum term of usually 6 or 12 months.  After this time, you can give one full calendar month’s written notice.  We can accept notice by email, post or by hand.  If you do post or email we strongly recommend you contact us within a couple of days to ensure we have received it.  If sending your notice by email we do still require a signature of ALL tenants named on the tenancy and recommend you date the document. A photograph of the signed notice will be accepted although a scanned copy is preferred.  We cannot accept the notice if it is not signed by all named tenants or is not legible.

Fault Finding Advice

For property faults please refer to the quick guide below.

No heating or hot water from a gas boiler

• Check the gas is on especially if you have a pay meter
• Check a trip switch has not gone done off on the fuse board
• Check the timer is set to constant or on
• Check the pressure on the boiler is between 1 and 1.5 bar, this can be topped up quite easily although you may need to refer to the user manual
• Check the thermostat is at the desired temperature

No hot water with an electric system

• Check the trip switch has not gone off on the fuse board
• Check the timer (if applicable) is set to boost, constant or on

No heating with an electric system

• Check the trip switch has not gone off on the fuse board
• Check the timer (if applicable) is set to constant or on
• Don’t forget if it is night storage it charges up with heat at night

No electricity at all

• Check the power is connected especially if you have a pay meter
• Check the main fuse board
• Check if the rest of the road has electricity, are there any workman on the road.
• If these do not resolve the fault please call contact Property Management and we will organise for a tradesman to attend.

Department Contacts

Redress Scheme

Naylor Powell’s chosen redress scheme is The Property Ombudsman, Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP. Tel: 01722 333306

As licensed members of ARLA Propertymark we are part of the Propertymark Client Money Protection Scheme.