If you are a tenant and think that you have an emergency maintenance issue or repair in your property then you should notify us and any relevant emergency services as soon as possible. Our opening hours are Monday to Friday 9:30 – 17:00 during which time you can report any issues by contacting us on 01302 391302. If you have an emergency property issue outside of these hours then please contact our out of hours mobile number on 07545282245.

Please make sure that it is classed as an ’emergency’ before you contact us out of hours. If a call out is arranged and the situation is not an emergency you may be charged for the call out.

An emergency is classed as a gas leak, burst pipe/severe leak, collapsed ceiling or anything that would cause an immediate threat of danger to occupants.

If you smell gas in the property please call the national emergency gas number on 0800 111 999 and

  • Do not smoke or light matches
  • Do not turn electrical switches on or off
  • Open doors and windows
  • Turn off the meter at the control handle unless the meter is in the cellar
  • Call the National Gas Emergency number (0800 111 999)

Should you experience a burst pipe please turn off the water supply at the stop tap (the location of which would have been given to you at the beginning of your tenancy) and ‘drain down’ the system by running the water in another area (such as the kitchen sink taps) this should stem the flow at the burst.

Should you experience a total loss of electricity please check your meter supply, contact your provider, check with the neighbours to see if it is an issue in your street/area. Check your plug sockets are working by testing an appliance in different areas.

Please note that a boiler breakdown is not classed as an emergency and you should wait until normal hours of operation to contact us.

Tenants should not commission repair works themselves as we cannot guarantee that they will be reimbursed if the work is not deemed necessary, the cost excessive or if the landlord has a relevant insurance policy.