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Emergencies Defined
Emergencies should be reported immediately. If the emergency arises outside normal office hours (i.e. 08:30 to 17:30), call Homeserve on 01772 758114 (quoting 'ARIM' as a reference). Please also leave a voicemail message for your Property Manager to let them know. Note that if a contractor does make an emergency call out and determines that the problem is not an emergency after all, and that it could have been dealt with during normal office hours, or if the problem has arisen as a result of tenant mis-use, you may be recharged the cost plus an administration fee.
Emergency repairs means those repairs which are necessary to alleviate, remove or reduce risk to the safety, security or health of a tenant, the general public or the property.
These include:-
No Heating - total failure of a central heating system between the months of October and April inclusive is considered an emergency. However, the out-of-hours emergency service (Homeserve) should only be used if you are going to be 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.
Gas Leaks - you should call the National Grid (formerly Transco) in the first instance on 0800 111 999, who will attend to isolate the meter and make safe. If this results in a lack of heating, see 'No Heating'. If the outcome is a gas cooker or gas fire not working, out-of-hours action will not be deemed necessary where alternative cooking/heating facilities are available.
No Hot Water - the out-of-hours emergency service (Homeserve) should only be used if you are going to be left without hot water for more than 24 hours (e.g. over the weekend).
Lack of Power Supply - considered an emergency if there is a total loss throughout the property and, only then, after first checking -
- the fuse board
- neighbouring properties
- or with the electricity supplier to determine whether there is a general power cut with the electricity supplier to determine whether the supply has been cut off due to unpaid bills or failure to pay for connection.
Total Lack of Water Supply - considered an emergency if there is a total lack of water supply anywhere in the property. The water supplier should be contacted in the first instance to ensure that works are not being carried out in the area.
Plumbing Leaks - considered an emergency if it cannot be contained and is causing damage, especially if penetrating an electrical fitting. You should isolate the leak by turning the water off at the stopcock or gate valve until the contractor attends to identify the source and carry out the necessary repairs. If the leak is coming from a property above or adjacent, you should contact those occupants immediately.
Roof Leaks - considered an emergency if the leak is causing major damage or if penetrating an electrical fitting. In wet, windy or dark conditions, a contractor would be sent to make safe only. Only in safe conditions will a contractor attend to identify the source and carry out the necessary repairs.
Damage to Roofs - considered an emergency if hazardous, such as slates possibly falling on to a public highway.
Downpipes & Gutters - considered an emergency only if water is entering the building causing major damage or a loose part is dangerous and cannot be made safe.
Blockages - Clearing blocked waste outlets, traps and pipes to the kitchen sink, bath, washbasins, etc. is the tenants' responsibility. If a contractor is dispatched, tenants will be recharged the cost of attending to any blockages if it is found to have been caused by tenants' negligent actions, e.g. flushing of nappies, disposal of food waste.
- Toilets - considered an emergency if the only toilet on the premises is blocked, and only then if attempts to flush with a bucket of water have failed.
- Showers, Baths or Sinks - considered an emergency only if there is no other means of washing available in the property.
- Drains - considered an emergency if damage is being caused, or it's causing a Health & Safety problem, or it's preventing the use of the toilet (see 'toilets')
Broken Windows - You should notify the police in the first instance and obtain a crime reference number, unless the damage has been caused by you, in which case, the cost will be recharged to you. If out of hours, a contractor will be dispatched to attend and board up if the damaged glass is dangerous or the window is on the ground floor, or any other place likely to make the property vulnerable to criminals.
Insecure Property - If the property is insecure as a result of a break-in, e.g. damaged door, you should notify the police in the first instance and obtain a crime reference number. A ground floor window being jammed open or an inoperable lock, would also be considered an emergency.
Lock Outs - If as a result of losing a key or locking it inside the property, you should call a local locksmith, at your own expense. If we were to dispatch a contractor under these circumstances, the cost would be recharged.
Defective Manhole Covers - considered an emergency if the cover is missing, or if the damaged or loose manhole cover is dangerous.
Dangerous Walls & Fences - considered an emergency if in a dangerous condition, e.g. storm damage or accidental impact damage. These will be made safe in the first instance. Repairs and/or rebuilds will not be treated as an emergency.
