We’ve designed your home to be as hassle free as possible. However, things do go wrong from time to time so if you find yourself needing help, please follow the below procedure;
Try to solve the issue yourself, if you feel confident of doing so. Many small maintenance issues can be easily solved by anyone without specific training or knowledge. This is the fastest way to resolve the issue and is easiest for you. We have included guides on how to solve minor maintenance issues in this handbook, located on page X.
If there is no guide, or you haven’t been able to solve the issue, please raise a support ticket by using the Vesta app, or by simply emailing email@example.com
Support tickets are monitored by the Community Team during service hours which are 7am-9pm Monday to Friday. The team will contact you once we receive the request, we aim to fix most maintenance issues within 24 hours and with your permission we can access your home to fix the issue when you are out, so no waiting around for repairmen if you don’t want to.
If a major issue arises, like a big leak, or structural damage or something which creates a safety risk, then please call us on one of the numbers listed above. Once that call
has been made, please also open a support ticket via the app or by emailing us at firstname.lastname@example.org. Please include photos if you can.
What is a Major Issue?
Well that’s a good question! Generally, a major issue is something which threatens the safety of residents or threatens the structure of the building. For example, if an appliance stops working, that is a regrettable inconvenience, but it is not a major issue. A serious, continuous leak of water from the plumbing or from outside is a major issue and should be reported by phone as soon as possible. Similarly, a window with broken glass or a broken door which creates a security risk is a major issue.
In most cases, the first thing to do is send a support request through the app or via email to email@example.com. The team will work hard to resolve the request. If there is a major issue call the numbers listed and send a support request if time permits (with photos where possible).
Remember, emergencies that threaten human life should immediately be reported by calling 999 or 112
Community Manager (monitored 7am-9pm) 083 010 2977
Emergency Call Out (monitored 9pm-7am) 01 291 0969
Vesta Security (for security issues only, 9pm-7am) 1850 774 744
Remember, these phone numbers are for major issues and not for routine maintenance. Routine maintenance requests need to be raised by a support request through the Vesta app or by sending an email to firstname.lastname@example.org
Vesta team members are unable to raise requests on behalf of residents, so if you phone these numbers with a routine request, they will direct you to follow the procedure described here.
Both Vesta and Residents have a role to play in repairs and maintenance. The below is a non-exhaustive list of our respective responsibilities:
Proper maintenance of all appliances,
fixtures & fittings (including cleaning)
|Structural repairs on all areas of the building
Replacing light bulbs and other
|Repairs of appliances outside of normal wear and tear
|Taking care to ensure drains or pipes do not become blocked
|Ensuring residents enjoys peaceful occupation of their home