Tenant Services

Tenant Services

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 in Gloucester. 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.

We also recommend you ‘like’ us on Facebook as we often post information relevant to your tenancy on our page facebook.com/npestateagents.

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 send 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 of all we would ask you to refer to the fault finding advice below. If the fault cannot be rectified please email propertymanagement@naylorpowell.com or call 01452 504813.

We will advise what action we plan to take and how quickly you can expect the fault to be dealt with. This useful system is available in over 40 languages.

If you have a fault outside of office hours or during public holidays please refer list below or the handy contact card given to you when you signed your contracts.

Gas heating and hot water Prospect Heating 07568 546355
Electrical Ultimate Maintenance 01452 768270
Plumbing CST Plumbing 07764 486469
General Property Issues Ultimate Maintenance 01452 768270

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 un-happy 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 the Senior Property Manager, Marc Fox.

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

Your tenancy will be set for a minimum term, usually this is 6 or 12 months. After this time you can give one full month’s written notice. We will only accept notices by post or by hand. If you do post it we strongly recommend you contact us within a couple of days after to ensure we have received your notice. We cannot accept notices verbally.

Fault Finding Advice

For property faults please refer to the quick guide below.

No heating or hot water from a gas boiler

  1. Check the gas is on especially if you have a pay meter
  2. Check a trip switch has not gone done off on the fuse board
  3. Check the timer is set to constant or on
  4. 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
  5. Check the thermostat is at the desired temperature

No hot water with an electric system

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

No heating with an electric system

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

No electricity at all

  1. Check the power is connected especially if you have a pay meter
  2. Check the main fuse board
  3. 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

Name Job Title Email Address
Marc Fox Senior Property Manager Marc.fox@naylorpowell.com
Sue Spackman Accounts Manager sue.spackman@naylorpowell.com
Gill Ackery Accounts Assistant gill.ackery@naylorpowell.com
Liz Lacy Property Manager liz.lacy@naylorpowell.com
Charlotte Malpas Property Manager charlotte.malpas@naylorpowell.com
Paul James Property Management Co-ordinator paul.james@naylorpowell.com
Carolyn Jones Property Management Co-ordinator carolyn.jones@naylorpowell.com
Jim Powell Property Inspector jim.powell@naylorpowell.com