FAQ

Please note that we are not open 24 hours a day. Our office hours are Monday to Friday 08h30 to 17h00.

In the event of a security emergency please call the designated security company for your property/ complex or the police on 10111. Please take note of the following regarding any other after hours problems that may occur.

Lost or Damaged Keys, Tags and Remotes

• Kingsmark does not keep keys for properties and although Landlords are entitled to keep keys for their properties we cannot guarantee that these keys can easily be accessed or are even available as most Landlords we manage property for don’t live in the area.
• When keys and remotes are lost, broken or damaged it is the Tenants responsibility to replace the keys and remotes at their own expense and if necessary to hire a locksmith to open doors or to reprogram remotes.
• Only one set of keys is provided when the Lease commences and Tenants need to make a second set of keys at their own expense.

Electricity Problems

• Check if your Neighbours power is also off or check the local WhatsApp group for a local area fault before you report that your power is not working
• If the fault is in your property only – check the distribution board first. Make sure that the power has not tripped. All the switches (breakers) on the board should be on (facing up).

Electrical Distribution Board

• To check if there is a fault in your unit pull all the switches down and start from the right hand side to pull each switch into the up position. If you pull a switch up and it trips the power, stop and note which switch is faulty e.g. plug, lighting, geyser etc
• If one of the switches tripping is a plug, please check if any of your appliances plugged into the wall plugs is not causing the problem. If the wall plug is faulty please replace the wall plug at your own expense.
• If you pull all the switches up and nothing trips then it may be a fault from outside that needs to be reported to the Electricity Supplier you pay monthly. If your utilities are included in the rental report the problem to Kingsmark or report the problem to your utility supplier.
• Report the fault to us via email on info@kingsmark.co.za, we will be able to assist you on the next business day.
• Should there be a cost for the Owners account, please note that we must first obtain a report and quote before work can be done. Any instruction given by the Tenant will be for the Tenants account.

Water Leak

• If you have a water leak please ensure that you either turn off the main water valve for the property in the case of a burst geyser or burst pipe or turn off the valve for the tap or toilet to stop water wastage for that particular item immediately. The Landlord will not be responsible to compensate you for high water bills. Report the problem to Kingsmark via email info@kingsmark.co.za and we will send out a plumber on the next business day.
• If the leak is from the pan collar of the toilet or any other drainage or waste pipe. Please ensure that you stop using the item and report the problem to info@kingsmark.co.za as soon as possible.

Blocked Drains

• Blocked Drains are usually for the Tenants account and you may use your own plumber at your own expense.

• If you feel that the fault is not as a result of personal waste, grease or any other item that is causing the blockage such as toys, sanitary products or prophylactics we will need a written report from a reputable plumber with photographic evidence of the item that caused the blockage before we can consider your query. Please email your query to us via email on info@kingsmark.co.za and remember to use your File Number as a reference. We will respond to you on the next business day.

Geyser Problems

• If you have no hot water first make sure that the power is on. Secondly check if the breaker marked geyser on the Electrical Distribution Board is up.

• If you switch off your geyser at the Distribution Board when you are not home, please switch on the geyser and ensure that you wait at least one hour before you report that the hot water is not getting hot. If the geyser breaker is not working this will be for the Tenants account.

• If the geyser has burst and there is water running out of the overflow pipe or through the ceiling -turn off the main water valve and report the problem to us via email on info@kingsmark.co.za remember to use your File Number as a reference. We will be able to assist you on the next business day.

Garage Door not working

• First make sure that the power is on (see Electricity Problems)
• If the power is off and your garage door usually works during power outages first check the battery. The replacement cost of batteries is for the Tenants account.
• Check to see if the remote is working. Replace the remote batteries if there is no light coming on when you press the remote button.
• If the motor is running but the door won’t open check to see if the emergency release is not disconnected.
• Still having problems? Report the problem to us via email on info@kingsmark.co.za and remember to use your File Number as a reference. We will respond to you on the next business day.

Gate Motor not working

General Repairs

• All general repairs should be reported to Kingsmark via email on info@kingsmark.co.za please remember to use your File Number as a reference. Contractors will then be appointed to investigate and quote on the repairs and you will be advised if the requested repairs are approved. We will respond to you on the next business day but the turnaround time for General Repairs is dependent on the type of repair.

Contractors

• None of the contractors are available 24 hours a day and all of them work during normal office hours Monday to Friday.

• Contractors cannot give you a specific time for their arrival and may arrive later than advised as a result of several factors such as delays on other job sites, load shedding, power outages, traffic congestion etc. Please ensure that you make yourself available for repair work to be done or arrange for other means of access to avoid delays in the repair.
• This list is not exhaustive and will be updated periodically as we become aware of problems.