What happens if a repair is delayed?

If a repair is delayed, the Scape team should keep you updated and explain what is happening. Some repairs can take longer than the usual target timeframe if a specialist contractor is needed, a part has to be ordered or further investigation is required.

What you can do

• Check the Scape app: look for updates on your maintenance request.
• Contact reception: if the expected timeframe has passed and you have not had an update, ask the team to check progress.
• Share any changes: let reception know if the issue has become worse, started affecting other areas or is now urgent.
• Escalate if needed: if the repair is causing significant disruption, ask reception to raise it with the building management team.

When following up, include your room number, the issue, the date you reported it and any maintenance reference shown in the app. This helps the team find the request quickly.

If the delay relates to an emergency issue, such as flooding, a total power failure, no heating or hot water, or a security problem, contact reception directly rather than waiting for an app update. Reception is available 24/7 and can prioritise urgent support.