Out of hours maintenance guide

Definition of an Emergency

An emergency is a sudden and unexpected issue that presents an immediate risk to health, safety, or the structure of the property, and cannot reasonably be left until normal office hours.

'If you call our out of hours emergency line and your call is not a genuine emergency as listed below, you will be charged £50 for misusing the out of hours service'.

✅ EMERGENCIES (REQUIRING IMMEDIATE ATTENTION)

These should be reported and responded to out-of-hours:

• Gas leaks or smell of gas – Call National Gas Emergency on 0800 111 999 immediately.
• Carbon monoxide alarm sounding continuously – Evacuate and seek immediate inspection.
• Total loss of electrical power (not due to a power cut in the area). Fuseboard must have been checked first to see if the issue is just a tripped fuse.
• Severe water leaks or burst pipes – Especially if water is flooding the property or affecting electrics.
• Blocked main drains or soil stacks causing sewage backup or overflow.
• Serious roof damage – Where internal water damage is occurring or structure is unsafe.
• Broken external doors or windows – Where property is not secure after a break-in or forced entry.
• Fire or smoke – Call Fire Service on 999 first, then report to agency.
• Faulty or sounding fire alarm system – Continuous sounding or malfunction in shared buildings.

🚫 NON-EMERGENCIES (TO BE REPORTED IN NORMAL HOURS)

• These can wait until the next working day:
• Minor leaks that can be contained (e.g., drip under sink).
• No heating or hot water.
• Toilet not flushing – if there is another working toilet in the property.
• Broken appliances (e.g. oven, washing machine).
• Pest control.
• Light bulbs out or minor electrical issues (e.g., broken socket).
• Shower not working.
• Locked out – tenants responsible for being locked out or losing keys. Must wait until office re-opens or arrange your own locksmith at your own expense. You cannot replace the front door lock of a shared house without prior permission.
• Noise complaints – report to local authority or 101 if urgent.
• Broken internal doors or fittings.
• Cracked windows – if still secure and not letting in weather.

Tenant Instructions in Emergency

• Always ensure your own safety first.
• If safe, try to isolate the problem (e.g., turn off water at stopcock, switch off electrics).
• Contact the emergency contractor number provided by the agency if it falls under an emergency.
• If calling emergency services (Gas/Fire/Police), inform the agency as soon as practical.