Note: IF YOU HAVE AN EMERGENCY OUTSIDE OF OFFICE HOURS a tenant is expected to take remedial action to prevent damage to the property and their personal possessions. Reimbursement of any contractor costs incurred where a tenant has instructed work without prior authorisation will only be considered in cases of genuine emergency for matters which cannot wait. Please be aware that something which although very important to you may not be considered as an emergency.
Appliance: So that your problem is dealt with as quickly as possible please provide us with as many of the details as possible for the affected appliance. Please include the appliance type, make, model and serial number (if possible). Please also provide an outline of the problem and describe any warning lights or unusual sounds.
Blockages – If you have a blocked sink or bath and the water is slow draining, you will be responsible for clearing the blockage. We recommend that you try sink and plug hole unblocking products in the first instance, if this does not work you may need to clean out the trap/u-bend fitting under the sink.
Leaks – If the leak cannot be contained and/or it is causing damage to the property (especially if it is penetrating into an electrical fitting) it is classified as an Emergency and it must be reported to us through this system and by telephone as soon as possible.
In those circumstances you should turn the water off immediately using the stopcock. If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately. If they are are not available leave a note to contact you.
Mildew – If the discolouration is as shown in this picture then the problem is mildew. Discoloration to sealant can be avoided by the regular wiping down of the sealant and avoiding a build up excess moisture. Mould and mildew will only grow were moisture is present.
If the discolouration is mildew then you should remove the mildew with an appropriate product. Removal of mildew is your responsibility.
Toilet – You should always have the use of a toilet. If you do not have use of at least one working toilet in your property then this would be considered as High Priority and must be reported to us both through this system AND by telephone to enable us to deal with it in a timely manner.
However if the toilet issue is a blockage, this will be your responsibility to clear, unless the cause if found to be defective equipment such as a collapsed drain.
If the toilet will not flush and the toilet otherwise drains as normal without leaks, if safe and convenient to do so there is a temporary solution until the plumber attends as follows:
Pour a half-full bucket of water at a fast but controlled pace. This will achieve the same result as flushing the toilet. Only do this if the toilet is not blocked.