Definition of an emergency
An emergency in relation to rental properties can generally be defined as ‘Something which could not have been foreseen and which could cause a threat to life or serious damage to property’.
Reporting an emergency
If you have an emergency outside of our office opening hours, please call the office on 01302 867888 and calls will be diverted to our out of hours mobile, if the divert fails for any reason the direct out of hours mobile number is 07717 302838 – this is given to every tenant in their tenancy agreement.
The out of hours service is monitored from 7.00am – 9.00pm daily; please leave a voicemail and a staff member will return your call as soon as possible. Any non urgent matters will be dealt with the next working day. Between the hours of 9.00pm and 7.00am when our out of hours service is not monitored, you would be expected to contact a qualified contractor to attend the property, please remember that if a contractor is called out when an emergency repair is not justified you will be liable for all costs.
Is this an emergency?
To assist you in taking the right course of action as quickly as possible we have produced the guide below:
| Situation | Is this an emergency? | Who do I call? | Additional comments |
|---|---|---|---|
| No heating | Depends on the time of year & circumstances | 3Keys | Before calling check:
We will aim to have a contractor with you within 24 hours of the initial report to investigate. Over extended ‘closed’ periods i.e. Xmas / Bank Holidays there may be a delay in contractor availability. We would aim to have the issue resolved within 3 working days – subject to contractor availability & supplier availability |
| No hot water | No | 3Keys | See above |
| No power supply | Yes, if this is a total loss of power which doesn’t extend to neighbouring properties | 3Keys | Before calling check:
|
| Gas leak | Yes | National Grid
3Keys |
Emergency Number 0800 111 999
To inform us of actions taken by National Grid |
| Carbon monoxide alert |
Yes | 3Keys |
|
| Smoke alarm beeping | No | 3Keys | It is the tenant’s responsibility to act in a ‘Tenant Like Manner’ part of this includes periodically testing, and replacing smoke alarm batteries.
Lawfully every rented property must have 1 x active working smoke alarm on each floor where there is living accommodation; if this is not the case in your property, you must inform us asap. If you damage or break the smoke alarm, it is your responsibility to replace this like for like, or cover the cost of the repair / replacement if it is an electrically wired smoke alarm. |
| Fire | Yes | Fire department
3Keys |
999
To inform us of action taken by fire department |
| No water supply | Yes, if there is no running water at all | 3Keys | Before calling, check:
|
| Plumbing leak | Yes, if it cannot be contained and is causing damage | 3Keys | Do:
Over extended ‘closed’ periods i.e. Xmas / Bank Holidays there may be a delay in response times or contractor availability. Instruct a suitably qualified contractor to attend |
| Roof leak | Yes ‐ if the leak is causing major damage or is affecting an electrical fitting | 3Keys Roofing Contractor | |
| Roof damage | Yes ‐ if hazardous to people or causing substantial damage to property | 3Keys Roofing Contractor | |
| Gutters / downpipes | No, unless water is entering the building causing major damage or hazardous to people | 3Keys | |
| Blocked sink / basin / bath | No | This is normally the tenant’s responsibility unless it can be proven the blockage wasn’t caused by you | |
| Blocked toilet | Yes – if there is only one toilet in the property | 3Keys | This is normally the tenant’s responsibility unless it can be proven the blockage wasn’t caused by you |
| Locks / doors | Yes – if you are unable to secure the property
No – if you have lost your keys |
3Keys Locksmith
Police if a crime has been committed |
This is normally the tenant’s responsibility unless you can prove the damage / issue was not caused by you.
If you have lost your keys you would be expected to pay for a replacement lock / locksmith call out and the cost of supplying new keys & FOBS to the landlord & agent. |
| Broken windows | Yes – if you are unable to secure the property | 3Keys Glazier
Police if a crime has been committed |
This is normally the tenant’s responsibility unless you can prove the damage / issue was not caused by you |
| Broken cooker | No – this is an inconvenience not an emergency | 3Keys | This will be followed up the next working day.
We would aim to have the issue resolved within 3 working days – subject to contractor availability & supplier availability |
| Burglar alarm going off | No – this is an inconvenience not an emergency | 3Keys Electrician / Alarm Company | This is normally the tenant’s responsibility unless you can prove the issue / alarm trigger i.e. power failure was not caused by you |
With all repair reports:
- If a contractor is called out and finds no fault, the tenant will be liable to pay the call out costs.
- If a contractor is called out on an emergency and finds the issue not to be an emergency the tenant will be liable for paying the emergency call out costs.
