Existing Tenant’s FAQs
This guide is for our existing tenants who are already enjoying their Ascension managed homes.
At Ascension Letting, we believe good property management is built on communication and support. We’re always happy to answer any questions our tenants have at any time, but we thought it would be good to collect the most common questions we get asked in once place.
Reporting Repairs & Maintenance
How do I report a repair or maintenance issue?
If you spot a maintenance issue in your property, please report it as soon as possible using our online repair reporting system. This allows us to log your request quickly and send the right contractor to help.
For emergencies – such as leaks, heating failures, or electrical hazards – please call our team immediately on 0141 816 2010 if within office hours. If not, please call our emergency line on 07444 280272.
What counts as an emergency repair?
An emergency repair is any issue that risks health, safety, or significant property damage.
Examples include:
- Burst or leaking pipes
- No heating or hot water during winter
- Electrical faults or power outages
- Security concerns such as broken locks or smashed windows
If you are ever unsure whether an issue qualifies as an emergency, contact your property manager for guidance.
Can I arrange my own contractor for repairs?
Tenants should avoid arranging their own contractors unless there is a genuine emergency and our team cannot be reached.
Unauthorised repairs may not be reimbursed by the landlord if approval has not been given beforehand.
Heating, Plumbing & Electrical Advice
How should I manage my heating during winter?
During colder months, it’s important to avoid switching your heating off entirely, especially if you are away from the property.
Keeping the heating set between approximately 7–12°C can help prevent frozen pipes and reduce the risk of costly water damage.
We also recommend:
- Testing your boiler before winter begins
- Checking radiator controls are balanced properly
- Using your thermostat efficiently to regulate temperatures
Heating engineers are often busiest during winter, so identifying issues early can help avoid delays.
How do I bleed a radiator?
If your radiator is warm at the bottom but cold at the top, trapped air may need released.
To bleed a radiator safely:
- Switch off your heating system
- Use a radiator key to slowly open the bleed valve
- Allow trapped air to escape
- Once water begins flowing steadily, close the valve tightly
If several radiators remain cold, contact your property manager, as this may indicate a larger system issue.
What should I do if I have a leaking or burst pipe?
For smaller leaks, place a container underneath to protect flooring and belongings.
For burst pipes:
- Turn off the water supply at the stopcock
- Open taps to drain remaining water
- Contact Ascension Letting immediately
Acting quickly can significantly reduce property damage.
What should I do if an electrical issue occurs?
If electrical fittings or appliances become wet, avoid touching them.
Instead:
- Turn off power at the consumer unit (fuse box)
- Check whether a circuit breaker has tripped
- Avoid overloading sockets with multiple appliances
If the issue persists, contact your property manager immediately.
During Your Tenancy
What maintenance responsibilities do tenants have?
Tenants are expected to carry out basic day-to-day upkeep within the property.
This typically includes:
- Replacing lightbulbs and fuses
- Cleaning windows
- Maintaining gardens and pathways
- Ventilating rooms to reduce condensation
- Keeping drains clear
If you’re ever unsure whether something falls under tenant responsibility or landlord responsibility, our team is always happy to clarify.
Can I decorate or make changes to the property?
Tenants must obtain written permission from the landlord before decorating, installing fixtures, or making alterations.
Unauthorised changes may need to be reversed at the end of the tenancy, with associated costs potentially charged to the tenant.
How often are property inspections carried out?
Routine inspections are typically carried out every six months, with at least 24 hours’ notice provided.
These inspections allow us to:
- Identify maintenance issues early
- Monitor damp or condensation
- Check sealants, tiles, windows, and general wear
- Ensure the property remains well maintained
If there are any concerns you would like checked during an inspection, simply let your property manager know beforehand.
Can someone else move into the property?
Only tenants listed on the tenancy agreement are permitted to live in the property.
Adding occupants or subletting without written permission breaches the tenancy agreement and should always be discussed with your property manager first.
Are pets allowed?
Under Scottish legislation, tenants have the right to request permission to keep a pet in their rental property. Any request should be made in writing to your property manager, including details about the type of pet.
Landlords cannot unreasonably refuse a pet request, but consent may still depend on factors such as:
- The type or size of the property
- The suitability of the animal for the property
- Building or title restrictions
- Potential welfare or safety concerns
If permission is granted, additional conditions may apply, such as professional cleaning requirements at the end of the tenancy where appropriate.
Please speak with your property manager before bringing any animal into the property.
Safety & Security
What should I do if I lose my keys?
If keys are lost, contact our team immediately.
Where possible, a spare set may be collected (with valid identification) to arrange duplicates at your expense. If locks require changing for security reasons, locksmith costs may also be charged.
What should I do after a break-in or vandalism?
In the event of a break-in or vandalism:
- Contact the police immediately
- Obtain a crime reference number
- Inform Ascension Letting so repairs or security measures can be arranged
How often should smoke and carbon monoxide alarms be tested?
We recommend testing alarms monthly and replacing batteries when required.
If an alarm stops functioning or cannot be fixed easily, contact us immediately so we can arrange a replacement.
How often are gas appliances checked?
All landlord-owned gas appliances are inspected annually by a Gas Safe registered engineer.
Tenants will be contacted to arrange access for these inspections.
If you own personal gas appliances such as cookers, you are responsible for arranging your own servicing.
Utilities, Council Tax & Communication
Who is responsible for utilities and council tax?
Tenants are responsible for arranging and paying utility accounts and council tax from the start of the tenancy.
We recommend taking meter readings on move-in day and providing these to your utility suppliers immediately.
What should I do if I receive mail for the landlord?
If mail arrives addressed to the landlord, please forward it to our office.
Formal notices or legal correspondence should always be reported to us immediately.
Rent, Arrears & Moving Out
How is rent paid?
Rent should be paid monthly by standing order to the bank account detailed within your tenancy agreement.
Payments should always be made on or before the due date.
What happens if I cannot pay rent on time?
If your circumstances change, contact us as early as possible.
Open communication allows us to work with tenants proactively before arrears escalate.
How much notice is required before moving out?
Under a Scottish Private Residential Tenancy (PRT), tenants must provide a minimum of 28 days’ written notice before leaving the property.
