There might be a time when you have an emergency outside of normal office hours. You will have a tenant’s pack with details of any service agreements which your landlord may have set up – check this for any telephone numbers and contacts which are already in place.
Before you call an emergency contractor, please call the Property Management team on 020 8687 8345.
Check out the property tips for tenants page and see if you can solve the problem yourself.
If you call an emergency contractor and it is subsequently not deemed to be an emergency, you will be liable for the costs incurred.
The out of hours emergency service should only be used if you are going to be left without heating for more than 24 hours.
You should call the National Grid in the first instance on 0800 111 999.
No hot water
The out of hours emergency service should only be used if you are going to be left without hot water for more than 24 hours.
Lack of power
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 electricity supplier or 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 total lack if 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.
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.
Considered an emergency if the leak is causing major damage or is 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.
Clearing blocked waste outlets, traps and pipes to the kitchen sink, bath, wash basins, etc is the tenant’s 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 the tenant’s negligent action, e.g. flushing of nappies, disposal of food.
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.
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.
If we manage your property at Goodfellows and not the landlord directly then we will usually hold a key. Alternatively If as a result of losing a key or locking it inside the property, you could call a local locksmith although this will be more expensive and at your own expense. If we were to dispatch a contractor under these circumstances, the cost would be recharged to you. In the event that it is a defective lock and a locksmith has been called out and confirmed this is the case, the lock would be repaired/replaced at the landlords expense.
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.
If you smell gas
If you live in a block of flats set off the communal fire alarm.
Bursting or major leaking pipe
Loss of electricity