What type of emergency is it?
Please remember 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 recharged the cost plus an administration fee.
Emergency Numbers - Out of Hours ONLY
Police, Fire & Ambulance - 999
Transco - 0800 111 999
Welsh Water - 0800 052 0130
Greens Electrical - 07891 482 301
Bridgend Windows - 07515 860 113
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.
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].