Repairs

How to report damage

Message us on WhatsApp or file a request through the PQRS form. To help us act faster, include:

• The property address and your name as the tenant.
• What broke, where it is and when it started.
• Photos or a short video of the damage.
• Times when we can visit the property.

We confirm receipt, assess the case and schedule the technician’s visit with you.

Emergencies

We handle these first because they put people or the property at risk:

• Water or gas leaks and flooding.
• Power failures across the property or a risk of short circuit.
• Doors or locks that compromise security.
• Roof or structural damage.

While help is on the way, shut off the water or gas valve, or switch off the breakers, if it is safe to do so. If you smell gas, leave the property and call the gas company or the emergency line 123.

Who pays for each repair?

Colombian Law 820 of 2003 splits repairs between the two parties. Your lease may add details, and where in doubt the lease governs.

Necessary repairs (paid by the owner) keep the property fit for use and are not caused by misuse. For example:

• Structural damage, damp from leaks, and internal water and drain pipes.
• Electrical and gas installations worn out over time.
• Roofs, roof coverings and facades.

Minor repairs, known as “reparaciones locativas” (paid by the tenant), cover small fixes from normal use and damage caused by the tenant, their family or visitors. For example:

• Taps, faucets, seals and drain traps.
• Locks, handles, light bulbs, sockets and switches.
• Broken glass, loose doors and paint damaged by misuse.
• Unblocking toilets and sinks clogged by misuse.

Before you fix something yourself

• Do not make improvements or changes without the owner’s written consent.
• If the repair is the owner’s responsibility, report it first. That creates a record and lets us arrange payment.
• Keep invoices, plus before-and-after photos of any repair.