What to do in an emergency

There might be a time when you have an emergency outside of normal office hours. Below is all the information you will need when dealing with maintenance issues and emergencies.
 

Reporting a services issue

If you smell gas – immediately call National Grid on 0800 111 999 before instructing a Gas contractor

In the event of a power cut call UK Power Networks 0800 783 8838 (or 0333 202 2021 from a mobile phone)

For concerns over a water leak on the mains water please contact Affinity Water initially on 0845 888 5888

If your landlord has a Home Care agreement, please contact the company providing this. The most common providers are:

British Gas: 0800 107798 / Homeserve: 0330 123 0179
 

In case of emergency

You are advised not to instruct a contractor directly except in the event of a genuine emergency, as the landlord may not agree with other reasons for a call out and therefore the liability to pay the contractor may remain with you. For the avoidance of doubt we would define an emergency as serious maintenance matters that endanger health or safety.
 

Managed properties

To report any and all repairs and concerns, please contact out team via Fixflo. 

Fixflo is available 24/7, enables you to report repairs with a mobile, tablet or desktop device, and send and receive messages and updates from property managers in one single hub. 

Non managed properties

For non-managed properties, please call your landlord directly or any emergency number they have provided. If you are unable to contact them:

If you experience an emergency concerning lack of Gas, Electricity or Water, or fear there may be a leak, please do call an emergency contractor.

If you have an internal water leak, please try to locate your stopcock and then call an emergency plumber.