Please note, we will only attend to emergency matters relating to the communal parts of the building
WHAT CONSTITUTES AN EMERGENCY?
An emergency repair means those repairs which are necessary to resolve an immediate risk to the safety, security or health of a resident, the general public or the property.
Obviously in the event of a real emergency, such as fire or flood, please contact the emergency services by dialling 999.
YOUR RESPONSIBILITIES IF YOU THINK YOU MAY HAVE AN EMERGENCY
Before calling an emergency contractor, please take appropriate steps to investigate the situation fully. This may include but is not limited to checking manuals (on-line or hard copies) seeing if neighbouring houses have power/gas/water outage (if supply is down) etc.
We have provided emergency contact information on our website but the contact numbers supplied to you when you have an emergency should only be used in an emergency situation, when our offices are closed (if that is your normal method of fault reporting).
TYPES OF EMERGENCIES WHERE AN EMERGENCY CALL MIGHT BE APPROPRIATE
Below is a list of situations that you may encounter outside of normal working hours and how you should assess the level of urgency. The use of common sense is paramount, when calling out a contractor out of hours when our offices are closed.
WATER LEAK
If you are experiencing a water leak from the flat above, you should immediately speak to the person living above you. If the flat is unoccupied, the only assistance we can offer during emergency hours is to turn off the water supply to the offending flat (providing the valve is accessible and not situated within the flat).
If the leak is so severe that entry to the flat is deemed to be absolutely essential, then dial 999 and speak to the emergency services.
If you are experiencing issues with your water supply, please call your water supply company or check their website in order to ascertain whether the supplier has announced any issues with services.
If there is a water leak stemming from pipes in the communal parts of the building, please contact Property 247 Solutions on 0208 0040 999 or 07834 583871.
If you cannot contact Property 247 Solutions, then please contact another emergency plumber to visit the property.
NO HEATING OR HOT WATER – applicable where there is a communal boiler system
A plumber will attend during cold temperatures as an emergency if:
- Multiple flats are affected.
- There are young children, elderly or vulnerable persons in residence.
If there is a communal boiler system servicing your block, loss of heating affecting multiple flats within the building should be referred to Property 247 Solutions on 0208 0040 999 or 07834 583871. If it is only your individual flat that is affected by loss of heating / hot water, this would indicate that the issue is isolated to your property and is not deemed to be a communal issue. In this instance, should a contractor attend, call out charges relating to items of repair will be chargeable to the applicable leaseholder. If you are a tenant, then the issue should be reported to your landlord/letting agency in the first instance.
SERIOUS STRUCTURAL DAMAGE E.G., STORM DAMAGE
In the first instance, please contact Mr Simon Baulk – 07903 721 983 who will endeavour to help and arrange an appropriate contractor if he agrees that the matter is an emergency.
Should Simon Baulk be unavailable you can instruct a builder to attend:
- To check that the building is safe and make any necessary repairs that are deemed necessary until normal working hours and our office can take instructions from the landlord’s insurance company.
SMELL OF GAS
You must call Cadent on 0800 111 999 immediately.
Please be aware of the following:
- Types of issues that we cannot deal with out of hours include service charge enquiries, correspondence, noise incidents, access to individual properties, satellite and television reception and all individual property maintenance including internal heating, plumbing and electrical issues.
- Criminal incidents should be reported directly to the police.
- If a contractor attends an emergency call-out, out of normal working hours, and determines that the problem is not an emergency and that it could have been dealt with during normal office hours then you may be charged the increased cost incurred.
- A contractor's rates are significantly increased due to it being out of hours, therefore, if you feel the issue can wait until the next working day it is beneficial.
- Call out charges relating to items of repair that transpire not to be communal issues will be re-chargeable to the applicable leaseholder. If you are a tenant, then the issue should be reported to your landlord in the first instance.
- If Collinson Hall consider the emergency call-out necessary, you will be fully reimbursed.
- If you have a non-urgent property problem, please report this in the usual manner by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or calling 01727 843 222 during office hours.
- Wherever possible, please leave repairs until the next working day as only absolute emergencies should be dealt with by our out of hours team or emergency contractors.
- We would ask for your understanding on what constitutes a genuine emergency.
