LANDLORD SPECIAL OFFER: Free Gas Safety Certificate if you sign up to Vital or Signature fully managed service in April 2021 – contact us for details. T&Cs
Is this a genuine emergency?
This facility exists for genuine emergencies which cannot wait until our office opens. Just as we have an obligation to attend to essential repairs, 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.
What type of emergency is it?
The boxes below provide the relevant contact numbers and action to take in case of each type of emergency.
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 may be recharged the cost plus an administration fee. Reading the information below will help to avoid those charges.
Total failure of a heating system between the months of October and April inclusive is considered an emergency. The out-of-hours emergency service should be used if you are left without heating for more than 24 hours (e.g. over the weekend), or if a person or property is at risk due to a burst pipe causing a major leak from any part of the heating system. Call 01656 773345 during office hours, or 07812 112 009 during out-of-office hours.
If you think you smell a gas leak please call the National Grid (formerly Transco) on 0800 111 999. They will attend and isolate the meter and make it safe. If this results in a lack of heating please refer to the 'no heating’ section of this page. If, as a result of the leak, a gas cooker or gas fire are not working but alternative cooking/heating facilities are available then out-of-hours action will not be considered necessary.
If you have no water, check to see if your neighbour has water. If your neighbour has no water, please call Dwr Cymru. The out-of-hours emergency service should only be used if you are going to be left without hot water for more than 24 hours (e.g. over the weekend). Water leaks which cannot be stopped by turning off an isolation valve/ stop tap are emergencies. Call 01656 773345 during office hours, or 07812 112 009 during out-of-office hours.
If a toilet is blocked, first flush with a bucket of water. If this does not work and it is the only available toilet, this is considered an emergency. If a shower/bath is blocked and there are no other washing facilities, or if drains are blocked and causing damage or health and safety risks, these are also considered emergencies. Call 01656 773345 during office hours, or 07812 112 009 during out-of-office hours.
plumbing and guttering
Plumbing leaks are considered an emergency if they cannot be contained and are causing damage. Isolate the leak by turning the water off at the stopcock until a contractor attends. If the leak is from an adjacent property, contact theoccupants immediately. If part of the downpipe/gutter is loose and dangerous this is considered an emergency. Call 01656 773345 during office hours, or 07812 112 009 during out-of-office hours.
If a window has been broken please obtain a crime reference number by calling the Police. If you have caused the damage the cost will be recharged to you. For out-off-office hours breakages a contractor will board up the window if it is dangerous or is in a place likely to make the property vulnerable to criminals. A jammed ground floor window or an inoperable lock is also considered an emergency. Call 01656 773345 during office hours, or 07812 112 009 during out-of-office hours.
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].
If you still feel that this is a genuine emergency - call us on
07812 112 009
If your call is not answered please leave your full name, property address and contact number along with the nature of the emergency and will get back to you as soon as we can.
Where the problem is not an emergency, you should report the fault using the online form
Other useful emergency contact numbers:
• Gas emergency? Smell gas? To report a gas or carbon monoxide emergency call National Grid (formerly Transco) on 0800 111 999
• Police, Fire & Ambulance - 999 in an emergency
• Welsh Water / Dwr Cymru Emergency number 24 hour leak line on 0800 281 432