Reporting Issues & Out Of Hours
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Out of Hours Policy
Thank you for logging your matter via our Client Portal. If you’re encountering an emergency outside of our regular office hours, please follow this ‘Emergency Out of Hours Procedure’ to effectively address and resolve the matter.
Emergencies
Emergencies
For an emergency outside of our regular office hours, which are Monday to Friday between 09:00 AM – 18:00 PM, contact our office on 0208 945 7797 and select ‘Option 3’ to be directed to Prop Call, our designated out-of-hours team. (Please use the below information to assess whether or not the issue is a genuine emergency, as you could be liable for costs associated if not.)
Prop Call will triage your request and, if necessary, arrange for one of our preferred contractors or their in-house contractor to attend to the emergency accordingly.
Disclaimer
If the matter is not deemed an emergency, you will be liable for the contractor’s costs. You will also be responsible for the cost of any repairs resulting from negligence or damage caused by yourself.
The following are NOT considered emergencies and will be handled during regular office hours:
- Appliance faults (Fridge/Freezers, Washers/Dryers, Ovens & Hobs)
- General property maintenance or cosmetic issues
- Minor electrical failures
- Pest issues
For an emergency outside of our regular office hours, which are Monday to Friday between 09:00 AM – 18:00 PM, contact our office on 0208 945 7797 and select ‘Option 3’ to be directed to Prop Call, our designated out-of-hours team. (Please use the below information to assess whether or not the issue is a genuine emergency, as you could be liable for costs associated if not.)
Prop Call will triage your request and, if necessary, arrange for one of our preferred contractors or their in-house contractor to attend to the emergency accordingly.
Disclaimer
If the matter is not deemed an emergency, you will be liable for the contractor’s costs. You will also be responsible for the cost of any repairs resulting from negligence or damage caused by yourself.
The following are NOT considered emergencies and will be handled during regular office hours:
- Appliance faults (Fridge/Freezers, Washers/Dryers, Ovens & Hobs)
- General property maintenance or cosmetic issues
- Minor electrical failures
- Pest issues
Determine If It’s An Emergency
Determine If It’s An Emergency
Please check the following to determine if your situation is an emergency:
✅ Examples of Emergencies:
- Loss of heating/hot water (boiler breakdown) where there’s a risk of freezing (Topping up pressure is the tenant’s responsibility)
- Carbon Monoxide Detector alert
- Loss of electricity (not due to a tripped fuse, network power cut, unpaid bill, or meter issue)
- Leaks that cannot be stopped and may cause property damage
- Blocked drains causing wastewater pooling in the property (if sinks or toilets cannot be used)
- Structural collapse or risk of collapse
- Locked out of your property with no way to regain entry (Please check if you have a key box)
- No working toilet, when there is only one toilet in the property (Blockages due to tenant misuse are the tenant’s responsibility)
- Break-in where security is compromised (Also call 999 in an emergency or 101 in a non-emergency if no imminent threat)
Please check the following to determine if your situation is an emergency:
✅ Examples of Emergencies:
- Loss of heating/hot water (boiler breakdown) where there’s a risk of freezing (Topping up pressure is the tenant’s responsibility)
- Carbon Monoxide Detector alert
- Loss of electricity (not due to a tripped fuse, network power cut, unpaid bill, or meter issue)
- Leaks that cannot be stopped and may cause property damage
- Blocked drains causing wastewater pooling in the property (if sinks or toilets cannot be used)
- Structural collapse or risk of collapse
- Locked out of your property with no way to regain entry (Please check if you have a key box)
- No working toilet, when there is only one toilet in the property (Blockages due to tenant misuse are the tenant’s responsibility)
- Break-in where security is compromised (Also call 999 in an emergency or 101 in a non-emergency if no imminent threat)
Gas Leak, Power, And Fire Emergencies
Gas Leak, Power, And Fire Emergencies
- Suspect a gas leak? Contact National Gas Emergency Service at 0800 111 999.
- Complete power loss? Contact The National Grid at 0800 404 090 or check with UK Power Networks: https://www.ukpowernetworks.co.uk/power-cut.
- Fire or emergency services required? Call 999 immediately.
- Loss of water supply? Check with your local water provider for emergency issues.
British Gas HomeCare
If the property has British Gas HomeCare cover, contact British Gas at 0333 202 9797, quoting the HomeCare reference found in the Client Portal.
British Gas HomeCare is available 24/7.
Non-Emergencies
All non-emergencies will be handled during regular office hours: Monday – Friday, 09:00 AM – 18:00 PM (excluding Public & Bank Holidays).
- Suspect a gas leak? Contact National Gas Emergency Service at 0800 111 999.
- Complete power loss? Contact The National Grid at 0800 404 090 or check with UK Power Networks: https://www.ukpowernetworks.co.uk/power-cut.
- Fire or emergency services required? Call 999 immediately.
- Loss of water supply? Check with your local water provider for emergency issues.
British Gas HomeCare
If the property has British Gas HomeCare cover, contact British Gas at 0333 202 9797, quoting the HomeCare reference found in the Client Portal.
British Gas HomeCare is available 24/7.
Non-Emergencies
All non-emergencies will be handled during regular office hours: Monday – Friday, 09:00 AM – 18:00 PM (excluding Public & Bank Holidays).