Sooner or later, every letting agent comes to the realisation: emergencies don’t care about office hours. Whether it’s a midnight boiler leak or a Saturday power outage, reactive maintenance must be fast, professional, and above all, reliable.
That’s where Novex, the emergency contractor network available in Contractor Marketplace, comes in. This blog explores what Novex is, how it operates, and why letting agents are increasingly combining it with Help me Fix to revolutionise their out-of-hours support.
What is Novex?
Novex is Fixflo’s go-to emergency repairs partner, available directly through the Contractor Marketplace platform. Its role is to provide multi-trade, rapid-response repair services for a wide range of emergency situations.
The list of emergency faults covered by Novex:
- Plumbing: blocked waste pipes, major leaks, and no water supply
- Heating and boilers: gas/electric boiler failures, radiator leaks
- Electrical faults: full power outages, trip switch failures
- Alarms and detectors: carbon monoxide or smoke alarm malfunctions
- Locks and access: jammed locks, lost keys, or inaccessible properties
- Windows and roofs: broken glazing, leaking roofs
Novex is positioned to deploy contractors to address genuine emergency issues when they arise in your tenancies.
How Novex works in Contractor Marketplace
Novex is embedded into the Fixflo Contractor Marketplace platform to streamline the entire repair and maintenance process:
- Automatic job allocation: Contractors from the Novex network are automatically assigned to jobs based on the type of issue reported.
- Emergency triage and callout: Novex triages the issue to determine whether it is a genuine emergency. If so, Novex contractors are dispatched within 4 hours, to either completely resolve or make-safe, with updates logged directly in Fixflo.
- Full audit trail: All steps, from issue reporting to job completion, are recorded in Fixflo, providing transparency and documentation
The tight, streamlined integration of diagnostics, dispatch, and tracking is why Novex stands out as an out-of-hours solution.
What are the advantages for letting agents?
Using Novex for out-of-hours coverage (including evenings, weekends, and holidays) means that agents no longer need to stay on call after their workday is over. Novex can handle emergencies every day of the year, meaning that when it’s time to unwind in the evening, you know that you’re not going to be disturbed by a tenant’s broken boiler.
All the data for every callout is held inside Fixflo, meaning that you’ll have full visibility of exactly what happened with every emergency – no more searching through months or years-old texts and emails trying to piece together what occurred. That means no manual admin slowing you down, and you’ll have complete documentation that you can refer back to in case it’s ever relevant in the future.
Novex also saves lettings agency on costs. With fewer than 15% of issues triaged by Novex resulting in physical contractor callouts (going down to just 5% when you combine Novex with Help me Fix), landlords can save around 20% on unnecessary callout charges. Pre-callout diagnosis also allows for proper parts planning, allowing Novex to resolve 8 out of 10 callouts without the need for a second visit.
Final thoughts
If you’re an agent trying to reduce weekend stress, cut unnecessary callouts, and improve tenant experience—all without bloating your overhead—Novex inside Fixflo’s Contractor Marketplace is the solution. For full impact, pair it with Help me Fix and deliver an industry-leading out-of-hours response.
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