Describe what you noticed instead of guessing the cause. Say when it began, whether it returns and any linked conditions. Previous reports and repairs help show whether it is a new fault or the same one continuing.
For reporting the fault, agreeing the visit and recording the result, see our reactive maintenance.
Agree what the first instruction covers
Some faults have a clear repair, while others need investigation before parts can be chosen. Agree whether the first visit is for diagnosis, a specified repair or an immediate protective step.
Arrange entry, name who approves work and say what completion records you need. If more work is found, the contractor should explain it, the cost and timing effect through a clear approval route.
Keep the stages connected
A visit is not automatically a completed repair. Ask for findings, actions and the condition left. Keep temporary measures linked to the lasting repair, with an owner and next step when parts or access are holding it up.
A leaking pipe may be fixed while drying and making good remain. Record all the stages so the property's overall job is not closed after only the leak is repaired.
Use the history to improve maintenance
Repeated call-outs can point to operating conditions, an unresolved defect or equipment needing replacement. Check the pattern before paying for the same repair again.
Keep the original symptoms, item or location, findings, work and any recurrence. A stack of bills or visit dates alone cannot show that the underlying problem was resolved.
Common questions
How does reactive maintenance differ from planned maintenance?
Planned work follows a programme; reactive work begins when a problem is reported. Your property may need both, and faults found during repairs can inform its planned upkeep.
Does reactive work always need immediate attendance?
No. Urgency depends on safety, continuing damage and loss of use. Agree the appropriate response instead of assuming all faults are equally urgent.
What should happen if repair cannot finish at the first visit?
Keep a record of what was achieved, what is missing and what happens next. Name who acts, any approval or material needed, and restrictions that must remain.
Related guidance and services
Read what to tell a contractor about a fault and when more work is needed. Find reactive maintenance, fault-finding services, property services, projects, sectors served and locations.
