We are working hard with our contractors to ensure we can keep carrying out essential maintenance for you, where it is both safe to do so and in-line with current government guidance.
If you are self-isolating you must discuss this with the contractor prior to his arrival. It may be there is alternative action you can take to stem the emergency.
TENANTS: What to do in an emergency?
Firstly, continue to report your emergency repair through www.fixflo.com/how-to-report-a-repair to ensure this is logged to your Property Manager.
Whilst out of hours emergencies are rare in occasional circumstances you may have to call out an emergency contractor outside of normal office hours (in-line with your tenancy agreement).
NOTE: An emergency is an issue that may make the property unsafe for you or may cause the property damage - where it cannot wait until the next working day, therefore out of hour call outs must be for genuine emergencies only.
If you are not aware of any service contracts and you have a need to call out an emergency contractor out of hours you may need to pay the invoice and provide a copy to your property manager the next working day. Regretfully we are unable to guarantee payment until full details have been established and discussed with your landlord.
IMPORTANT: The contractor must only be instructed to carry out temporary job/sufficient work to alleviate the cause of the problem (i.e. stop a leak, but no works carried out to repair any surroundings) and this must be detailed on their invoice.
If you smell smoke, gas or see a fire call 999 immediately.
If you smell gas or think you may have a gas leak please call the National Grid straight away on 0800 111 999, www.nationlagrid.com.
No Gas or Electricity / Electricity tripping off
Firstly please check you have sufficient credit on the meter if this is a pre-payment meter.
Secondly, check with your neighbours or provider to which you pay your gas and electricity bill as to whether this is an outage in your street or local area. If it is, take their advice on actions.
Where the electricity is tripping off, please check the fuses in the appliance plugs and replace as necessary.
Turn off the water supply at the stopcock and use containers to try and catch the water. If the water is affecting the electricity, switch off the electricity supply at the mains.
Leaking waste to bath and sink
Emergency repairs to leaking waste pipes for baths and sinks are normally only carried out to stop the leak. If the leak can be caught with containers do this.
Lack of heating/hot water
A complete lack of heating and hot water is not an emergency but would be deemed urgent between October and May or where a young child or elderly person resides in the home on the tenancy agreement.
Please ensure you check your water heating system as you may be able to rectify this, manufacturers instructions may often be gained via the internet.
If this is an electrical boiler the fault will be visible and in many cases should you refer to a manual (easily sourced online if not in the property) as you may be able to rectify the issue yourself. If you have an electric immersion heater as an alternative means of supplying hot water, you will be expected to use this until repairs can be carried out as routine maintenance.
If you have a gas boiler please ensure you have tried to reset the pilot light and re-pressurised the boiler – these are very common expected items and are tenant responsibilities. As with electrical boilers, refer to a manual for full instructions.
Please also ensure you have checked any timers or thermostats throughout the property. Should it only be the heating that has failed then please check your radiators, if one of them is warm to touch at the bottom only this would indicate air in the system and the radiator will need bleeding in order to reinstate the heating. This is easily done using a radiator key which can be purchased for very little and most general stores and is a tenant responsibility.
Loss of water supply
If you experience total loss of water to your property check whether or not the water authority has turned off the supply in your area by either contacting a neighbour or the local water provider. Quite often the cold water tap in the kitchen is linked directly to the mains, so try this. If there is no supply from this tap, the supply may have been stopped and you should contact the emergency water authority number.
Please refer to who you pay your water bill to.
Fire or Theft
If you experience a break-in or fire please contact the relevant local authority immediately. In the event of a robbery, you will need to ensure you receive and keep noted a crime reference number. Both you and your landlord will need this in order to make any necessary insurance claim.
If your issue relates to you losing your keys please contact your local branch as they may hold a spare management key. If not, or if outside of normal office hours please contact a locksmith and report to your property manager that you have had the locks changed. It is important that you arrange to get a management key cut to hold at the local branch.
If there is a repair issue with the lock meaning you are not able to enter/exit the property outside of office hours please contact a locksmith and ensure they provide a receipt confirming details of the cause of the issue and notes of the repair. You will need to keep a copy of the receipt to send through to our property management team when they are available and they will contact your landlord to discuss reimbursement.