When something goes wrong in your rented home, you should not have to guess what to do next.
Is the boiler problem urgent? Should a small patch of mould be reported immediately? What happens if water starts coming through the ceiling at night? And when should you contact Albany, rather than an emergency service?
A dripping tap, a boiler failure and the smell of gas all need attention, but they do not need the same response.
If Albany Lettings manages your home, Fixflo is the main route for reporting maintenance issues. It is available 24 hours a day and allows you to explain the problem, upload photographs or videos and receive updates as the repair progresses.
However, Fixflo does not replace the emergency services. If there is an immediate danger to people or the property, your first step should always be to get to safety and contact the appropriate emergency service.
The simple repair-reporting rule
There are three broad levels of repair:
- An immediate emergency: contact the emergency services or relevant utility provider first. Notify Albany and log the issue through Fixflo once you are safe.
- An urgent managed repair: log it through Fixflo immediately and telephone Albany or use the out-of-hours emergency contact supplied to you.
- A routine repair: report it through Fixflo with as much useful information as possible.
Your tenancy documents should confirm whether Albany manages your property and who is responsible for arranging repairs.
1. Immediate emergencies: call first, report second
An immediate emergency is something that presents a serious and immediate risk to life, health, security or the property.
Fire or smoke
Leave the property and call 999.
Do not remain inside to take photographs for a repair report. Once everyone is safe and the emergency services have been contacted, notify Albany and record the incident through Fixflo.
A smell of gas or suspected gas leak
Do not switch lights, sockets or electrical appliances on or off. Do not smoke or use a naked flame.
Leave the property and call the National Gas Emergency Service on 0800 111 999 from a safe location. The service operates 24 hours a day.
Once it is safe to do so, notify Albany and submit a Fixflo report so that there is a record of the incident and any follow-up work can be coordinated.
A carbon monoxide alarm sounding
A carbon monoxide alarm sounding should be treated seriously.
Leave the property, move into fresh air and do not use the suspected appliance. If anyone is struggling to breathe, confused, weak, experiencing chest pain or has lost consciousness, call 999.
Where a gas appliance may be involved, call the National Gas Emergency Service on 0800 111 999. Notify Albany once everyone is safe.
A low-battery warning or fault signal from an alarm is different from an active carbon monoxide alert, but it should still be reported urgently through Fixflo.
Dangerous electrical faults
Keep away from exposed wires, sparking sockets, burning smells or water entering electrical fittings.
Call 999 if there is a fire or an immediate threat to safety.
If electricity has been lost across the surrounding area, call 105, the free power-cut number for Scotland, England and Wales. If only your property is affected and there is no immediate danger, report it urgently through Fixflo and contact Albany.
Major flooding or an uncontrolled leak
If it is safe and you know how to do so, turn off the water supply at the internal stop valve. Do not touch electrical fittings or appliances if water is nearby.
Use Albany’s emergency contact, notify any affected neighbours where appropriate and log the incident through Fixflo.
2. What counts as an urgent managed repair?
An urgent managed repair needs prompt attention but does not necessarily require the emergency services.
Examples may include:
- No heating or hot water during cold weather
- A significant leak that has been contained but could worsen
- Complete loss of water within the property
- The only toilet in the property becoming unusable
- An external door or accessible window that cannot be secured
- A serious roof or ceiling leak
- A smoke, heat or carbon monoxide detector fault where the alarm is not actively sounding
- A heating, electrical or plumbing problem that places a vulnerable occupant at greater risk.
Report the issue through Fixflo immediately. During office hours, telephone the Edinburgh team on 0131 229 3999 after submitting the report.
Outside office hours, genuine emergencies should be reported directly to Owen Gibb and Sons on 07738 006 781. They will assess the issue, provide advice where appropriate and arrange an emergency contractor if required. Non-emergency maintenance should be reported online to Albany and will be picked up during normal office hours.
When reporting the issue, tell us if there is a baby, older person, disability, medical condition or other circumstance that could increase the risk. That information helps the team assess the situation properly.
3. What is normally considered a routine repair?
Routine repairs need attention, but they do not currently present an immediate safety risk or threaten major damage.
Examples include:
- A dripping tap;
- A minor leak that can be safely contained;
- One radiator not heating while the rest of the system works;
- A broken internal handle or fitting;
- Damaged sealant or grout;
- A landlord-supplied appliance fault that does not present a safety risk; or
- Minor damage to internal fixtures or fittings.
Routine does not mean optional.
Please report the problem through Fixflo rather than waiting for the next inspection. Small defects have an irritating habit of becoming expensive ones when nobody knows they exist.
Damp and mould should always be reported promptly
Do not wait for damp or mould to spread before reporting it.
The cause may be a plumbing leak, damaged roof or gutter, defective stonework, inadequate ventilation, insufficient heating, insulation problems or a combination of factors. In Edinburgh’s traditional tenements and shared buildings, the investigation may also involve a property factor or other owners.
The important point is that the cause should be investigated rather than assumed.
Scottish private landlords already have duties under the Repairing Standard. From 6 October 2026, Awaab’s Law will introduce additional deadlines for both private and social landlords:
- Damp or mould reports must be investigated within 10 working days
- The tenant must receive a written summary of the findings within three working days of the investigation
- Any required repair work must begin within five working days of the investigation being completed.
The five-working-day rule concerns the beginning of the required work. It does not mean that every complex structural or shared repair must be completely finished within five working days.
Read our detailed guide to Awaab’s Law in Scotland and what it means for Edinburgh landlords and tenants.
When reporting damp or mould, include:
- The room or rooms affected
- Where the damp or mould is appearing
- When you first noticed it
- Whether it is spreading or getting worse
- Whether there is an active leak
- Whether it appears after rain
- Whether the heating, windows and extractor fans are working
- Any relevant health concerns within the household.
Photographs and videos are useful, but they support an investigation rather than replace one.
How to report a repair through Fixflo
Use Albany’s online repair-reporting system and follow the prompts for the room and type of problem.
A helpful report should include:
The exact location
Tell us which room is affected and where the problem is within that room.
“Leak in bathroom” is less helpful than “water is dripping from the ceiling above the shower and appears after the upstairs flat uses its bathroom”.
When the problem began
Explain when you first noticed the issue and whether it is constant or intermittent.
Whether it is getting worse
Tell us if the leak is spreading, the noise is becoming louder, the temperature is falling or the problem now affects another room.
Photographs or videos
Include clear images of the affected area, any visible damage, appliance display or error code.
Only take photographs when it is safe to do so.
Useful appliance information
For boiler or appliance faults, include the make, model and any error code shown.
For example, “the boiler is not working” gives the team very little to diagnose. “No heating or hot water since 7am, boiler showing error E133 and pressure at 0.5 bar” gives us somewhere useful to begin.
Your availability
Let us know when somebody can provide access and whether Albany holds permission to use management keys under the arrangements for your tenancy.
What happens after you submit the report?
Once a report is received, the Albany property management team will assess:
- The immediate level of risk
- Whether any further information is needed
- Whether safe troubleshooting guidance may resolve the problem
- Whether a contractor or inspection is required
- Whether the landlord, property factor or another owner needs to be involved
- What communication and follow-up will be needed.
Fixflo creates a clear record of what has been reported and allows information, photographs, instructions and updates to be kept together. Albany uses the platform to assess, assign and monitor maintenance reports.
Some emergency call-outs will initially make the property safe, with the permanent repair completed afterwards. Other repairs may require parts, specialist contractors, access to a neighbouring property or agreement through a factor.
A repair taking more than one visit does not mean it has been forgotten. What matters is that the risk is assessed, the next step is clear and communication continues.
Please help us arrange access
Repairs cannot move forward if contractors or property managers cannot inspect the problem.
For a Private Residential Tenancy, landlords and managing agents will normally provide at least 48 hours’ written notice before accessing the property for an inspection or repair. Less notice can be given in an emergency, such as preventing serious flooding.
Please respond promptly to requests for access and let the team know as early as possible if an appointment needs to be rearranged.
What not to do when something goes wrong
Do not:
- Wait for an office response where there is immediate danger;
- Use Fixflo instead of calling 999 or the National Gas Emergency Service;
- Attempt your own gas or electrical repair;
- Touch electrical equipment near water;
- Report urgent repairs only through social media or a general email inbox;
- Wait until the next inspection to mention an ongoing problem; or
- Assume that a small damp or mould patch is not worth reporting.
When in doubt, report the issue. The Albany team can assess the information and decide the appropriate next step.
Report a repair to Albany Lettings
If Albany manages your home, use Fixflo to create a clear record of the repair and provide the information our team needs.
For an urgent repair during office hours, submit the Fixflo report and telephone the Edinburgh office on 0131 229 3999.
For an urgent issue outside office hours, use the emergency contact supplied to you by Albany.
For a fire, gas leak, suspected carbon monoxide exposure or another immediate danger, contact the appropriate emergency service first.
Are you an Edinburgh landlord?
Good property management is not simply about finding a contractor after something breaks.
It requires a clear reporting route, accurate records, sensible triage, reliable local contractors and somebody who keeps responsibility for the issue until it is resolved.
Albany Lettings provides hands-on property management for Edinburgh landlords, including repair coordination, routine inspections, photographic reporting and ongoing communication with landlords and tenants.
Frequently Asked Questions
How do I report a repair to Albany Lettings?
If Albany manages your property, report maintenance through Albany’s Fixflo system.
Provide a clear description, photographs or video where safe, the date the issue began and your availability for access.
Is Fixflo available outside office hours?
Yes. Fixflo can be used 24 hours a day.
However, it is a reporting system, not a replacement for the emergency services. For an urgent managed repair outside office hours, genuine emergencies should be reported directly to Owen Gibb and Sons on 07738 006 781.
Should I report an emergency through Fixflo?
You should create a Fixflo record, but not before taking any action needed to protect life or safety.
For a fire, call 999. For a suspected natural-gas leak, call 0800 111 999. Once you are safe, notify Albany and submit the Fixflo report.
What should I do if I smell gas?
Do not use electrical switches, smoke or light a flame.
Leave the property and call the National Gas Emergency Service on 0800 111 999 from a safe place. Notify Albany once everyone is safe.
Is no heating or hot water an emergency?
It may be an urgent repair, particularly during cold weather or where there are babies, older occupants or people with relevant health conditions.
Report it immediately through Fixflo and explain the circumstances. Telephone Albany during office hours or use the supplied out-of-hours emergency contact.
What should I do if all the electricity goes off?
Check whether neighbouring homes or communal areas are also affected.
For a wider power cut, call 105. If only your property is affected and there is no sparking, smoke or immediate danger, report the issue urgently through Fixflo.
Should I report a small amount of damp or mould?
Yes. Report it as soon as you notice it rather than waiting for it to spread.
Include photographs, the affected rooms, when it began, whether it appears after rain and whether there are problems with heating, windows, ventilation or extractor fans.
How quickly will my repair be completed?
The timescale will depend on the risk, type of repair, access, contractor availability, parts and whether a factor or other owners are involved.
Immediate risks should be prioritised and may initially require a make-safe visit. From 6 October 2026, separate statutory deadlines will apply to the investigation and commencement of repairs following reports of damp and mould.
Do I need to allow access for a repair?
Tenants are expected to provide reasonable access for inspections and repairs.
For most Private Residential Tenancies, at least 48 hours’ written notice is normally required. Less notice may be given during an emergency.
Can I report maintenance through social media?
Fixflo should be used for repair reporting because it creates a proper record and routes the information to the property management team.
A social media message can be missed, may not contain enough information and is not suitable for an emergency.
You may also like
Other useful Albany pages
- Tenant FAQs
- Albany’s Edinburgh Tenant Rental Guide
- Property Management for Edinburgh Landlords
- Contact Albany Lettings
About Albany Lettings
Albany Lettings is an Edinburgh-based residential letting and property management specialist, established in 1995.
For more than 30 years, we have supported landlords across Edinburgh through changing market conditions, evolving legislation and the day-to-day realities of long-term property ownership.
Our approach is practical, people-focused and grounded in local experience. We are known for straightforward advice, robust compliance processes and consistent communication. Whether you own one property or a growing portfolio, our role is to guide you, reduce risk and help your investment perform over the long term.
Albany Lettings is part of the Quicklet Group.
General information notice: This article provides general repair-reporting and safety information. It is not a substitute for emergency, medical or legal advice relating to a particular incident, property or tenancy.