What to do first
Within office hours (Monday to Friday, 9am - 5pm), please call the Customer Service Team.
At all other times, please refer to the emergency numbers included in the Handover Pack you received when you moved in.
Please note that if you call the emergency numbers with an issue that is not considered an emergency, you may incur costs. Please read the following section to determine whether your problem falls into the category of an Emergency item.
Emergencies
Central heating and hot water failure
Please refer to your operational manual before calling.
No water supply
The water supply company may be carrying out work in the area. If not, please call us.
Gas leak
First, call the gas supplier who will make sure your home is safe.
Complete power failure
If the power cannot be restored by resetting the trip switch, please call us.
Blocked drains
Remember - if the blockage is found to be due to inappropriate disposal of waste, we may need to charge for this repair.
Water leak
This refers to an uncontrollable flow of water such as leaking pipes, not to leaks which can be contained, for instance if the leak only occurs when you are using your shower.
Locks
If your house cannot be secured, please call us.
Response times for NON EMERGENCIES are:
URGENT (e.g. containable leak, partial failure of power to the electrics), within 3 working days. All other items within 2 weeks.