LETTING & MANAGEMENT EMERGENCY

Tenant Information

In the event of an emergency please note the following:

Emergency and Repair Contact number : 0203 544 6214 / 07879 471035

Non-Emergency notification: preferred by email  Please email your concern, together with pictures, if you are able, to This email address is being protected from spambots. You need JavaScript enabled to view it..

If you are unable to email you can text them or whatsapp, which is free of charge, to 07879 471035. It is imperative that you first introduce yourself and the address of your property to which the query / picture refers.

WHAT TO DO IN THE EVENT OF:

GAS LEAK

CALL NATIONAL GRID – 0800 111 999
If  you smell gas call National Grid immediately on 0800 111 999.
Online link: http://www2.nationalgrid.com/UK/Safety/

When you/your property are safe and secure you should email Anne Marie Taylor at This email address is being protected from spambots. You need JavaScript enabled to view it.  ensuring to mark your email GAS EMERGENCY UPDATE.  You will receive a response within 1 hour.  If you do not have internet access call the Repair telephone number 0203 544 6214.

SECURING YOUR PROPERTY FOLLOWING GLASS OR DOOR GLAZING BREAKAGE

Report the situation online at This email address is being protected from spambots. You need JavaScript enabled to view it. ensuring to mark your email URGENT – GLAZING BREAKAGE.  If you do not have internet access call the Repair telephone number 0203 544 6214.

You should do the following whilst you await the Milton Glass representative:

  • Clean Up Broken Glass
  • Clear the room of pets or small children.
  • Wear a heavy long-sleeve shirt to protect your arms.
  • Use heavy gloves to remove and carefully box large loose pieces of glass.
  • Do not attempt to pull out large pieces that are still attached the framework.
  • Clean up small pieces and fragments using a broom and dustpan and brush and dispose of thoughtfully into a cardboard box/cereal case padded with tissue paper if possible.

Secure the property to the best of your ability by covering the broken pane with wood, card, tape and/or black bags until Milton Glass’ representative arrives at your property.
DO NOT screw or glue anything to the UPVC framework as damage to the frame could prevent a full repair and you will be charged for the frame which is considerably more expensive than just glazing.

WHO IS RESPONSIBLE TO PAY?

MALICIOUS DAMAGE

In the event of malicious damage – the repair may be covered by insurance however your immediate liability and priority is to ensure the property is secured at your expense, a review will be undertaken should you wish regarding liability during working hours.

ACCIDENTAL DAMAGE

In the event of accidental damage – this will be payable by you, see responsibilities as outlined in your tenancy agreement.

DILAPIDATION

In the event of damage caused by dilapidation, which has been previously reported, this will be considered the responsibility of the landlord in most circumstances.  If the situation had not previously been communicated to the Repairs Team you may be held partially responsible due to failure to notify, refer to your tenancy agreement for definition.

WATER LEAK

If you have a water leak please turn your water off at the mains stop cock and notify us by email at This email address is being protected from spambots. You need JavaScript enabled to view it..  Please ensure to mark your email URGENT – WATER LEAK,   you can be assured of a speedy 30 minute response to this email and same day call out to trace, locate and attempt the repair.  If you do not have internet access call the Repair telephone number 0203 544 6214.

If you have not already done so you should familiarise yourself with the location of the stop cock serving your property and test it’s ease of use.

http://www.thameswater.co.uk/help-and-advice/13526.htm


In the event that you have any problems locating this, having watched the Thames Water tutorial, please report this online at This email address is being protected from spambots. You need JavaScript enabled to view it. ensuring to mark your email WATER STOP COCK ENQUIRY

LOCKED OUT?

Your tenancy is registered with our preferred 24-7 Locksmith.  Should you need to access this service the fee will be payable by you, the company accept cash, credit or debit card payments and are a trusted third party service provider.  Please contact the emergency repair number on 07879 471035 and you will be issued with the details.

NO HEATING OR HOT WATER

If you have no hot water or heating please notify us by email at This email address is being protected from spambots. You need JavaScript enabled to view it..  Please ensure to mark your email URGENT – HEATING/WATER,  you can be assured of a speedy 30 minute response to this email and same day call out to locate the issue and attempt the repair and will be given high priority.  If you do not have internet access call the Repair telephone number 0203 544 6214.

POWER CUT

Speak with neighbours, if possible, to ascertain if the issue is streetwide.  If your neighbours are affected this issue is not within our control and you should refer to ukpowernetworks.co.uk/priority-service.

If the power cut is affecting only your home, check your main fuse box to ensure all switches are in correct position, normally upright.  It may simply be a fuse.  If this does not remedy the problem please notify us by email at This email address is being protected from spambots. You need JavaScript enabled to view it..  Please ensure to mark your email URGENT – POWER,   you can be assured of a speedy 30 minute response to this email and same day call out to locate the issue and attempt the repair and will be given high priority.  If you do not have internet access call the Repair telephone number 0203 544 6214.
 
Advice during a power cut regardless of origin of issue

  • Keeping your food cold - Avoid opening the fridge or freezer door to protect the food.   Food can usually last up to 15 hours if you do this.

General tips

  • Unplug any sensitive appliances until your power comes back on
  • Remember that many modern home phones, particularly cordless ones, may not work during a power cut
  • Leave one light switched on so you know when the power returns
  • Limit the use of your laptop or smart phone to retain battery power
  • Keep an eye on any elderly or ill neighbours. For anyone particularly vulnerable during a power cut, we offer additional services. Find out
    more at ukpowernetworks.co.uk/priority-service

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