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.
Locks – If you cannot secure the property due to a fault or burglary, this is an Emergency and must be reported to us through this system AND by telephone.
If you have lost your keys it will be your responsibility to have the locks changed on a like for like basis and provide us with 3 copies of the new keys. This must be reported to us through this system.
Broken Glass – If you have broken glass and cannot secure the property due to a burglary, this is an emergency and must be reported to us through this system AND by telephone.
If you have broken glass due to accidental damage or malicious damage/neglect, you will be responsible for replacing the glass like for like and the associated costs. This must be reported to us through this system.
Light Bulbs – The replacement of communal light is the responsibility of your landlord. This includes spot lighting, strip lighting, under counter lighting and low level outdoor lighting. Please explain what the problem is and item(s) affected in as much detail as possible. e.g type and size of bulb, screw cap/bayonet cap, standard, compact, LED, halogen etc.
Blockages – If you have a blocked gutters, drains or soil pipe, this problem relates to a shared facility. If you submit the problem through our system we will organise for it to be fixed.
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.
Heating – If the communal heating is not working or is switched off, this problem relates to a shared facility. If you submit the problem through our system we will organise for it to be fixed.
Alarms – Only when the Property Alarm does not turn off (constantly sounds), and there is no smoke, or gas smell – This is classified as an Emergency and must be reported through this system AND by telephone as soon as possible.