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What to do in an emergency

Below are a few tips to help you if you have an emergency in your rental property. Please use the emergency contact details if you need to contact us about your property outside of working hours. 

Emergency contact details

What to do in an emergency

Below are a few tips to help you if you have an emergency in your rental property. Please use the emergency contact details if you need to contact us about your property outside of working hours. 

Emergency contact details

Emergency numbers

Useful emergency tips

Smell Gas

  • Open the doors and windows.
  • Check to see if any gas has been left on unlit, or the pilot light has gone out. If so, turn the appliance off, and do not try to relight it.
  • If you are uncertain whether the leak has been stopped, turn the main gas supply off at the meter and phone the gas emergency service immediately:
    National Grid 0800 111 999
  • Do not turn any electrical switches on or off.
  • Do not use the door bell.
  • Do not smoke.
  • Do not use matches or naked flames.

Bursting or Major Leaking Pipe

  • Turn the water off at the mains.
  • If electrics are affected, turn off the electricity at the consumer unit (see helpful tips).
  • Call your property manager.
  • If the leak is from another property ie a flat above try to contact the other property or if not at home try and call the block management company. Details should be on a communal notice board.

    Fire

    • In case of fire dial 999.
    • Get everyone out and do not go back for any reason.
    • Close all doors and windows.
    • Warn your neighbours if any of them might be in danger.
    • If you live in a block of flats set off the communal fire alarm.

    Loss of Electricity

    • If neighbours are also affected, call your electricity company (check your electricity bill for the number).
    • Check your fuse box to see if a switch has tripped or a fuse blown (see helpful tips).
    • If none of the above apply and the problem persists, call your property manager.

      How can I get my central heating working?

      If your central heating or hot water isn't working, try the steps below. But if your boiler panel needs tools to remove it, don't touch it, call an engineer.

      What to do

      • Check the gas, electric and water supply is turned on
      • Check the room thermostat (if you have one) is turned up and the clock timer is on
      • Check your boiler's pressure gauge (if you have one) is around 1 bar, you should find it on the front panel
      • If your system has a permanent pilot light, check it hasn't gone out
      • Try putting your heating on full for a while to see if this triggers any heat
      • Check the boiler timer's set to the right time
      • Set your heating to come on in 15 minutes - if there's been a power cut recently, your central heating timer might have returned to its factory settings so you'll need to reset it
        • See if you have a reset switch on the front of your boiler. You can check your user manual to see what to do
        • Try turning the boiler on and off. The switch is usually nearby or in an airing cupboard
        • Check your pipes haven't frozen. If it's been very cold, the condensate pipe of your boiler can freeze
        • If your boiler has a small plastic or steel tank in the loft, it will likely be an open vented system boiler, and you may need to check if the float ball valve has got stuck. If you can safely get to it, you'll find it in the small plastic or steel tank which will have low, or no, water. Gently move the float ball valve arm to free it but don't use force. If you free it, your water should begin to circulate again
        • If you have a sealed or combination boiler, see if the system pressure has dropped and stopped it working. This is sometimes caused by water leaks:
          • Check the pressure gauge on your boiler is set at 1 bar. A red needle might show the original position it was at when it was installed.
          • Look in your user manual to see if you can re-pressurise the boiler yourself - you can also find instructions on the inside of the control panel.