Tenant Maintenance Request

Emergency Issues

What is an emergency?

Emergency Number: 01322 281 191

An emergency is a situation that poses an immediate risk to health, safety, or serious damage to the property.

If the issue is an emergency, please call immediately and follow the specific guidance below.

Out of hours: Please call the emergency number and your call will be answered by our emergency team.

For non-emergencies, please use the reporting form below and we will respond during normal working hours.

Please note: if an issue is not deemed to be an emergency and a contractor is instructed out of hours, you may be liable for the full call-out cost.

Emergency Situations & What To Do

GAS
If you smell gas:

  • Open windows and ventilate the property
  • Do not use electrical switches
  • Vacate the property immediately
  • Call National Gas Emergencies: 0800 111 999

FIRE
If there is a fire or immediate risk of fire:

  • Evacuate the property immediately
  • Call the Fire Brigade (999)

MAJOR LEAK / WATER ESCAPE

  • Turn off the water supply at the stopcock
  • Turn off electrics if safe to do so
  • Contain the leak using towels/buckets where possible
  • Contact emergency services if there is immediate danger to life or property

NO POWER

  • Check if this is a local power cut
  • Check your fuse board for tripped switches
  • If the issue persists, call 105 (free national power cut line)

ELECTRICAL DANGER
If you notice:

  • Burning smells
  • Smoke from sockets or appliances
  • Exposed or damaged wiring
  • Other electrical issues posing a threat

Turn off electrics at the fuse board if safe and contact us immediately. Do not touch affected areas. If there is a risk of fire, please follow the above fire advice.

PROPERTY NOT SECURE

If your property cannot be secured (e.g. broken door/window or faulty lock):

  • Contact us immediately

BREAK-IN / ATTEMPTED BREAK-IN

  • Report to the Police first and obtain a crime reference number
  • Inform them of any damage
  • Then contact us

LOCKED OUT

  • If due to a fault with the lock, call the office
  • If locked out due to lost keys, you must arrange a locksmith at your own cost.

BLOCKAGES (SINKS / TOILETS / DRAINS)

  • Attempt to clear using appropriate household products or a plunger. If unsuccessful and no alternative facilities are available, report as urgent to us

NO HEATING / HOT WATER

  • Check boiler pressure, thermostat and programmer
  • Attempt a reset if safe to do so
  • This is not usually an emergency, unless there are vulnerable occupants (elderly, young children, or medical conditions).

FLOODING / STORM DAMAGE

  • Take reasonable steps to minimise damage (move belongings, contain water where possible)
  • Report the issue immediately
  • Contact emergency services if there is immediate danger to life or property

Non-Emergencies
The following are not classed as emergencies and should be reported via the standard form:

  • Loss of heating or hot water (in most cases)
  • Appliance breakdowns (fridge, washing machine, etc.)
  • Minor leaks or dripping taps
  • Blocked sinks/toilets where alternatives are available
  • Loss of internet, TV or phone services

Important Notes

  • Our out-of-hours service is for emergencies only.
  • If a contractor attends and the issue is due to tenant misuse, negligence, or is not an emergency, you may be charged the full cost

Non-Emergency Issues