Nobody likes a crisis, but sometimes things go wrong at home — and when they do, knowing what actually counts as an emergency can save time, stress, and unnecessary call-out fees!
What is an Emergency?
An emergency is defined as a ‘serious, unexpected, and often dangerous situation requiring immediate action’. However, it’s not always easy to determine what qualifies as a legitimate emergency in a rental property. Thankfully, true emergencies are rare, and we hope you won’t encounter any during your tenancy.
That said, if something urgent does arise outside of office hours, you may need to report it straight away. A good rule of thumb:
📩If the issue can wait until the next working day, please send us an email to report it.
📞 If it cannot wait, then it’s time to call our emergency mobile.
We hope you never have to deal with an emergency, but if you do, here’s how to handle it like a pro!
How to Report an Emergency
If the emergency happens during office hours please ring our usual office number (01225 840 007), or send us an email (This email address is being protected from spambots. You need JavaScript enabled to view it.), and one of us will get back to you as soon as possible.
If the emergency happens outside of office hours, then please ring our mobile, this number is given to all tenants as part of their information pack.
Office opening hours:
🕘 Mon–Fri: 9 AM – 5 PM
🕛 Sat: 9 AM – 12 PM
🚪 Sun: Closed
Is this an emergency?
To help you decide if you need to take action please see our guide:
⚠️ A Few Important Notes!
- If a contractor is called out and finds no fault, the tenant will be responsible for the call-out fee.
- Please bear in mind that emergency repairs are usually only temporary fixes to ensure safety - further work may need to be organised during office hours.
- If an "emergency" turns out not to be urgent, tenants may be liable for the emergency call-out costs.
So, before you hit that dial button at midnight, ask yourself: Could this wait until morning? If not, we’re here to help!
