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A Guide to Reporting Repairs: What’s Urgent, What’s Not, and When to Use Fixflo
Keeping your home safe, comfortable and in good working order is a shared responsibility between tenants, landlords and the Quicklet team. The fastest way to get something sorted is knowing what counts as an emergency, what can wait until normal working hours, and how to report repairs through Fixflo — our online repair reporting system.
This simple guide walks you through what to do, when to do it and what to expect afterwards.
What Counts as an Emergency?
An emergency repair is something that presents an immediate risk to health, safety, or serious damage to the property. These issues need urgent attention.
Examples of genuine emergencies include:
- Burst pipes
Turn off the water at the stopcock, open taps to drain the system, and contact us.
- No heating
This is only considered an emergency during freezing weather, or if the office is closed for two or more days during winter. If you have a second heat source and the office is open, heating issues will be treated as a priority repair rather than an emergency.
- Major power outage
Where the entire property is affected.
- Fire, gas smell, or carbon monoxide alarm sounding
Always prioritise safety and contact emergency services if required.
- Broken external door locks
Where the security of the property is compromised.
If waiting could cause harm or serious damage, it should be treated as an emergency.
For anything involving fire, gas, or immediate danger to life, always call 999 first.
What Is Not an Emergency?
Not all issues require emergency attendance, even if they feel urgent. The following are not considered emergencies and should be reported through Fixflo instead:
- Blown fuses
Tenants are responsible for changing fuses.
- Appliances not working
Including washing machines, tumble dryers, ovens, or fridges.
- No cooker or fridge
Unless the office has been closed for two or more days. Do not call the emergency number over the weekend for these issues.
- Water supply issues
These are not emergencies. Contact us when the office reopens.
- Blocked sewers
Contact NI Water directly. They are responsible for blocked sewer pipes.
NI Water: 0345 744 0088
- Lost keys
These are the tenant’s responsibility and are not an emergency. Please contact the office during normal opening hours.
- Condensation or minor mould
These should be reported promptly but do not require emergency call-outs.
If the emergency number is used for something that is not classed as an emergency, we may not return the call. If a contractor is sent out and the issue is not deemed an emergency, a £60 + VAT call-out fee may apply (excluding labour).
When & Why to Use Fixflo
Fixflo is the fastest way to report repairs because it collects the information our team and contractors need from the start.
Using Fixflo helps us:
- understand the issue clearly
- send the correct contractor
- avoid delays
- keep everything tracked and updated
Simply go to
to report the repair.
Why photos matter
Photos — or short videos — are incredibly helpful. They show us:
- the exact location of the issue
- the scale of the problem
- the type of part or repair needed
- whether it’s an emergency or not
- what the contractor needs to bring
Good visuals = faster turnaround.
What Happens After You Report a Repair?
1. Your repair is logged
This means your report is logged and our team can start reviewing it.
In the case of an emergency, please submit the repair on Fixflo first and then follow up with a phone call to our office so we can act as quickly as possible.
2. We triage the issue
We check whether it’s:
- emergency
- urgent (needs attention soon but not same-day)
- routine
3. We assign the right contractor
Depending on the repair, this could be a plumber, electrician, heating engineer, roofer or general maintenance team.
4. The contractor attends the property to fix the issue
Once assigned, the contractor will attend the property to carry out the repair. Access arrangements are made based on the information provided in the report.
5. We keep you updated
If anything changes, we let you know.
If you ever feel a repair is getting worse, you can update the Fixflo report with new photos or information.
Final Tips for Tenants
- Photos help everything move faster
- Keep your contact details up to date so contractors can reach you
- Be clear with access times when Fixflo asks
- Report issues early — small problems become big ones if ignored
- Don’t try unsafe DIY fixes
- If in doubt, still report it — we’d always rather you tell us than worry
Quicklet’s Promise
We’re committed to keeping your home safe, comfortable and well-maintained. Using Fixflo helps us work quickly, fairly and consistently for every tenant across Northern Ireland.
If you ever need guidance on what to do, or if something feels worrying, our team is here to help.
