TENANTS
Report a Problem
At Luxury Hub, you can enjoy hassle free property maintenance reporting.
With all our rooms to rent, our tenants can access our maintenance reporting system and report a maintenance issue at any time of the day or night. If you are a current tenant, use this link to report a problem: www.luxury-hub.fixflo.com.
The simple process offers both guidance and clear image instructions so you can report problems immediately, rather than having to wait for normal letting agent business hours. The system also provides good practical advice for immediately resolving a number of common issues with rooms to rent.
Have a Problem? Here’s What to do
Step 2
02
Assess the type of problem
Let us know how serious your problem is by selecting one of the 4 options:
- Serious emergency
- Property safety & security
- Disruptive problem
- Minor maintenance
If it is a serious emergency in one of our rooms to rent, call our emergency helpline immediately (open 24 hours a day 7 days a week), and the First Assist Team will take care of your problem as soon as possible. Usually within 2-8 hours.
If it is a property safety & security issue, call Luxury Hub immediately and our team will be able to assist you over the phone.
Step 3
03
Log the problem in our system
Step 4
04
You will receive a confirmation email
Once you have reported the issue via the maintenance system, you will receive a confirmation email immediately.
Step 5
05
Let us deal with the issue
The Luxury Hub letting agent team will deal with your maintenance issue as soon as possible, and your property manager will be in touch.
Dealing with serious emergencies
Luxury Hub have a Serious emergency helpline which is for emergency use only. This line is available 24 hours a day 7 days a week on 020 8389 1425. Our First Assist Team will take care of your problem as soon as possible.
Rooms to rent from Luxury Hub also benefit from access to a house share group chat, dedicated for tenants in each property. These groups help ease communication between you and the Luxury Hub team. Your dedicated Property Manager is on hand to solve any concerns or issues you may have.
Benefits
Property Group Chats
Each property or house share from Luxury Hub has a private chat group for its tenants, allowing easy communication.
Help When You Need It
With an emergency helpline, online maintenance reporting, and a dedicated property manager, you can get the right help when you need it.
24/7 Maintenance Reporting
Emergency Helpline
Our tenants have access to a serious emergency helpline, dedicated to handling emergency situations, with a 2-8 hour response time.
Dedicated Property Manager
You will have a dedicated Property Manager on hand to solve any concerns or issues you may have.
Property Group Chats
Each property or house share from Luxury Hub has a private chat group for its tenants, allowing easy communication.
Help When You Need It
With an emergency helpline, online maintenance reporting, and a dedicated property manager, you can get the right help when you need it.
24/7 Maintenance Reporting
Emergency Helpline
Our tenants have access to a serious emergency helpline, dedicated to handling emergency situations, with a 2-8 hour response time.
Dedicated Property Manager
You will have a dedicated Property Manager on hand to solve any concerns or issues you may have.
Our Latest Offers
Lead Tenant
Earn up to £250 monthly income if you are willing to be a lead tenant when living in your rental property for luxury hub more information on lead tenant
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Tenancy Discounts
We are currently offering a £100 discount off your rental contract if you are willing to enter into a rental agreement within the next two weeks. View your preferred property and quote reference C2AWEB100
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Luxury Hub
Frequently Asked Questions
What's the maintenance reporting process?
All of our house shares and rooms to rent follow the same maintenance reporting process. How you report an issue to us will depend on the level of urgency. Please see some examples below for the different types of problems and how to report them:
SERIOUS EMERGENCY Examples
- Gas leak
- Fire
- Major flood type leaks
PROPERTY SAFETY AND SECURITY Examples
- Locked out the property
- Break into property and damage
DISRUPTIVE PROBLEM Examples
- Locked out the property (there will be a cost for lost keys and/or call out charges)
- Boiler issues
- A shower not working
- Minor leaks
- Broken radiator
- Broken appliances
MINOR MAINTENANCE Examples
- Broken furniture
- Dripping taps
- Loose toilet seats
- Loose handles
- Appliances
- Other
How long does it take to solve the problem?
The wait time for maintenance issues will depend on the problem at hand. Disruptive problems are dealt with within 2-5 working days, whereas minor maintenance reports are dealt with within 5-10 working days. It may take longer if a certain part is not in stock and needs to be ordered.
What if I know how to fix the issue or if I want further help to resolve the problem myself ?
If you are able to fix the issue yourself, or you want help to resolve the issue, read our Tenant Maintenance Tips download below.
Our helpline First Assist is available 24hrs everyday by email and phone. They can offer guidance and advice as you go through the process of reporting or fixing your issue.
This may include assisting you in resolving the problem yourself or helping you reduce any further damage to the property.
Contact our helpline Assist here : 020 8389 1425 [email protected]
Tenants are responsible for some of the ongoing maintenance of the property. Upholding the maintenance you are responsible for can benefit both you and your home. You may be perceived as a great tenant or Luxury Hub and could be eligible to take a lead tenant role at your house share in the future. Luxury Hub offers a Lead Tenant Discount for proactively taking care of simple maintenance issues and other small tasks in the house share.
What do I do if First Assist doesn't answer the phone?
There is an answering machine service and they will call you back within two hours. Leave a message on the answering machine or send an email when possible and the team will come back to you as soon as possible.
What happens if I tell the issue to the Property Manager or the Whats App group but don’t upload it to Fixflo?
All maintenance issues must be reported to the Fixflo system to inform our maintenance team. The Luxury Hub letting agent team is separate from the maintenance reporting team. If a maintenance problem is not logged on the maintenance reporting system, the correct team will not be notified and will not be able to solve the issue.
My issue is taking longer than 7 days to be sorted. Why?
The majority of the time, our team will resolve maintenance issues in less than 7 days. On the rare occasion it takes longer than this, it is likely because the issue requires parts replacement which can take longer than 7 days. It may take longer if a certain part is not in stock and needs to be ordered. If this is the case, we will communicate this to you.
Should I call the Property Manager regarding a safety issue?
If you are experiencing a property safety & security issue, call Luxury Hub immediately and our team will be able to assist you over the phone. For all serious emergencies, please call First Assist.
After I put a maintenance issue into the maintenance reporting system, how do I know it’s been acknowledged?
You will receive a confirmation email from us to confirm the issue has been received by our team. If there is any further information required or if you have expressed to be present when repairs are being fixed, you will be contacted.
The issue I’ve complained about hasn’t been fixed correctly. Should I make another Fixflo complaint?
Yes, all issues should be reported including those which follow a previous complaint. Make sure to write a correct description of the issue when logging it to the platform, and include pictures if possible for a better description. Lack of details and unclear information are usually responsible for the issue being incorrectly fixed.
I’m not available to welcome the maintenance crew at the set time. Is it safe to allow them inside my room without my presence ?
At Luxury Hub, we only use certified, recognised and reference checked workers who are insured and known to us. You can be assured it is safe for them to enter your room to fix a maintenance issue. We always aim to give as much notice as possible for repairs and maintenance work, so you can ensure you are present if you prefer.