What To Do In An Emergency?

An emergency is something that could not have been foreseen, and which could cause serious damage to the property.

For example:

• Severe leaks
• If you smell gas or detect a gas leak call the National Gas Emergency service on 0800 111 999 immediately
• Loss of electrical light or power (please see following notes regarding electrical outage)
• Blockage of your only toilet
• Loss of heating and hot water (please see following notes regarding loss of heating and hot water)
• Broken windows or doors following a break-in

If your item does not fall into these categories, then we will contact you back during our normal office hours:

Out of hours emergency

If you have an emergency out of working hours above, please take the following steps:

Step 1 – Ensure that you are experiencing a true emergency and that the issue cannot be resolved during working hours.

Please remember that if a contractor is called out as an emergency when a repair is not justified, you will be liable for all costs.

Step 2 – Please check the notes regarding electrical outage or loss of heating and hot water should you find yourself in this situation.

Step 3 – Please look at the list of approved contractors for your property and who you can call in an emergency. 

In the instance of tradespeople and contractors being arranged out of hours by the tenant, you will be expected to pay for them and submit an invoice to us for reimbursement.

* Important: if you call a tradesperson and this (1) does not fall into the definition as an ‘out of hours emergency’, or (2) falls under the tenant’s responsibility (as defined by your tenancy agreement), then any costs associated with this call out will be your responsibility as the tenant.