Is this a genuine emergency?
The out of hours emergency number and service is for genuine emergencies which cannot wait until our office opens. You as the tenant have the obligation to assess whether the issue is a true emergency.
A genuine emergency represents either an immediate danger to your safety and/or an issue which might cause additional, unnecessary damage to the property if not attended to immediately.
Emergency or General Maintenance?
Don't forget, general maintenance issue such as lack of hot water, boiler not working, appliance breakdown, changing appointment times are not an emergency. Please report these via our online maintenance form [click here].
What type of emergency is it?
If a contractor makes an emergency call out and determines that the problem is not an emergency but could have been dealt with during normal office hours you will be charged the cost plus an administration fee.
Other useful emergency contact numbers:
• Police, Fire & Ambulance - In an emergency dial 999
• Gas emergency - Smell gas? To report a gas or carbon monoxide emergency call National Grid (formerly Transco) on 0800 111 999
• Welsh Water / Dwr Cymru Emergency number 24 hour leak line on 0800 052 0130
If you call out any UNAUTHORISED contractor, it should be noted that this will be at your expense, other than in an emergency when all measures to safeguard a property must be taken. Likewise if you call out a contractor and the emergency is as a direct result of your actions then you will be liable for the costs/invoice.
Emergency / Out of hours call-out fees: Where the actions of the tenant result in the agent (or their nominated contractor) attending the property outside of normal office hours, the agent’s time to remedy the situation is charged at £75, plus any actual costs incurred (such as contractor invoices).
Call out: A call out charge of £40 will incur if we are called to open a bedroom door, front door or back door, to unblock a sink, bath or toilet or any call out which is considered unnecessary plus any actual costs incurred (such as contractor invoices).
Lost Keys or other security devices: Tenants are liable for the actual cost of replacing any lost key(s) or other security device(s), plus the agent’s costs in obtaining any necessary permissions, sourcing providers and travel costs which will be charged at £30. If the loss results in locks needing to be changed, the actual costs of a locksmith, new lock and replacement keys for the tenant, landlord and any other persons requiring keys will also be charged to the tenant.