Help me Fix service update: Smarter maintenance support for landlords

At JNP, we are always looking for ways to improve the experience we deliver to both landlords and tenants. One of the most impactful ways we’ve done this in recent years is through our ongoing partnership with Help me Fix, a service that has transformed how maintenance issues are reported, assessed and resolved.

By connecting tenants directly with qualified engineers via video, Help me Fix enables fast, effective triage when issues arise. In many cases, problems can be resolved immediately and where a visit is required, engineers arrive better prepared and informed. The result is a more efficient process that reduces disruption for tenants while helping landlords avoid unnecessary costs and protect their properties in the long term.

The introduction of AI-driven triage has led to a more responsive, streamlined service

Over time, this approach has significantly enhanced both the tenant and landlord experience. A key part of this evolution has been the introduction of AI-driven triage at the beginning of 2025. This technology helps assess certain maintenance queries as soon as they are reported, providing immediate guidance and, in some cases, resolving issues without the need for further intervention. During the day, this system works alongside our experienced teams, who remain on hand to support tenants and ensure any issues are addressed swiftly during working hours.

Changes to our out-of-hours service

While Our AI-driven triage is highly effective during the day, with our teams on hand to support tenants and ensure issues are handled swiftly, we recognise that emergencies don’t always arise at convenient times.

To ensure tenants continue to receive a responsive service when it matters most, we are refining our out-of-hours support. Where an emergency occurs outside of standard hours, tenants will be able to request an engineer call-out. A fixed call-out fee of £60 plus VAT will apply to these out-of-hours calls, enabling tenants to get an immediate response in case of emergency.

As we continue to evolve our services, our focus remains on providing practical, forward-thinking solutions that make day-to-day property management easier for both landlords and tenants. Our partnership with Help me Fix brings together smart technology and professional expertise, helping tenants access support more quickly while giving landlords confidence that issues are dealt with efficiently and to a high standard.

If you’d like to find out more, or have any questions, please do not hesitate to contact us.