What the Zero Maintenance guarantee covers

What the guarantee is

The Zero Maintenance guarantee is RentRo's promise to handle routine repairs in the flats we manage, so that tenants do not have to chase an owner and owners do not get calls about a leaking tap. It is funded by the monthly service charge of ₹1,000 that is already included in the rent, so there is no extra bill when you report a covered problem. This guide explains what the guarantee covers, what it does not, and how to make a report. The full wording is on the Zero Maintenance guarantee page, and that page is the one to rely on if anything here differs.

What is covered

The guarantee covers small, routine faults that come from normal use of the flat:

• Fused standard bulbs. If a normal bulb in the flat stops working, we replace it.
• Faulty sockets. A socket or switch that stops working or has become loose is looked at by a RentRo electrician.
• Minor leaks. Dripping taps, leaking showerheads and leaks at PVC joints are fixed.
• Loose hinges and handles. Doors, windows and cupboards that have loosened with use are tightened or refitted.
• Minor carpentry realignment. A door that drags or a drawer that sticks because of normal wear is adjusted.

If you are not sure whether something is covered, report it anyway. It is far better to ask than to leave a small fault until it becomes a large one.

What is not covered

The guarantee is for normal wear, not for damage caused by how the flat was used. The following are not covered and may be charged to the tenant or taken from the deposit:

• Damage caused by intoxication, a fight or any wilful act.
• Drain blockages caused by things that should not go down a drain.
• Damage to an appliance because it was misused, or because an unauthorised device was plugged in.

This is a fair split for both sides. Tenants do not pay for ordinary ageing, and owners are not asked to pay for avoidable damage.

How to report a problem

1. Report it on WhatsApp. Message the RentRo number with the flat details, a short description and, if you can, a photo or a short video. Do this within 24 hours of noticing the problem.
2. Wait for our reply. RentRo responds within 24 to 48 hours of receiving your report. We confirm what is needed and arrange a visit.
3. Let a RentRo vendor do the repair. Only RentRo's vendors may carry out repairs under the guarantee. Please do not hire your own repairer first, because that makes it hard to confirm what was done and who is responsible.
4. Confirm it is fixed. Tell us when the work is done, and report again if the fault comes back.

What to do in an emergency

The guarantee is for routine faults, and it is not an emergency service. If you smell gas, see sparks or smoke from wiring, or there is serious flooding, move yourself and others to safety first and call the emergency services. Then tell us on WhatsApp so that we can arrange the follow-up. Do not wait for a reply from us before acting on safety.

A few examples

What it means for owners

For owners, the guarantee means no repair invoices for routine faults. You do not take the late-night call, you do not find a plumber, and you do not argue about who should pay for a tap washer. You can read more about how a manager differs from a broker in property manager vs broker, and about preparing a flat in how to get your flat rent-ready.

What it means for tenants

For tenants, there is one number to message, and the repair is arranged for you. You do not have to ask an owner you may never have met. The terms that apply to your tenancy are in the tenant terms, and our move-in checklist shows how to record the condition of the flat on day one, which makes any later report easier to handle.