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When should I contact the Out of Hour’s Service and when should I contact the office?

The service is active 365 days a year outside the hours of 9am-5pm Monday to Friday and including weekends and bank holidays.

You can contact the service by calling the office on 0207 607 1712. You will automatically be put through.

The service will deal with emergencies only and not general repairs.

  • The address/location of the emergency
  • How many people are at the property and is anyone in danger?
  • Is the fire in progress and where?
  • How quickly is it spreading?
  • Are any neighbours affected?
  • Your name and phone number
  • Any special circumstances or access information

Please contact the emergency services by dialling 999 if you experience any emergency listed Above

  • The address/location of the emergency
  • How many people are at the property and is anyone in danger?
  • How long has water been flooding into the property and at what level it is at?
  • Where is the flood coming from and can you slow it down?
  • Are any neighbours affected?
  • Your name and phone number
  • Any special circumstances or access information

Please contact the emergency services by dialling 999 if you experience any emergency listed Above

  • The address/location of the emergency
  • How many people are at the property and is anyone in danger?
  • Is the burglary in progress?
  • When did the burglary take place and was force used?
  • Was any possessions taken?
  • Is the property vulnerable and does it need temporary repairs to make it safer?
  • Are any neighbours affected?
  • Your name and phone number
  • Any special circumstances or access information

Please contact the emergency services by dialling 999 if you experience any emergency listed above All crimes have to be logged with the Police, regardless if anything has been taken. They will issue you with a crime reference number and we will need this number for claims and for our records.

  • Also contact the National Gas Emergency Service. When you dial 0800 111 999, your call will be
  • Re routed to the call centre.
  • Keep out of the property and don’t use flammable substances, the telephone or your mobile inside the property or use keys to gain access back into the property, until it is safe to do so.
  • The address/location of the emergency
  • How many people are at the property where the smell is most noticeable?
  • How long the smell has been noticeable?
  • Is the smell coming from the cellar/basement?
  • Are any neighbours affected?
  • Your name and phone number
  • Any special circumstances or access information
  • Try to contain the leaking water with a bucket or container and towels.
  • If the leak is coming from a neighbouring property, we suggest contacting them to let them know.
  • We would also suggest asking them for contact details in case of an emergency in future.
  • If they don’t answer, leave them a note to contact you.
  • The out of hours team have the number for the block management company’s out of hours service, should this be necessary to break into the neighbouring property, if there is one.
  • If the leak is coming from within the property, you can turn off the stop cock, which is a two pronged tap. It’s location in the property, is listed on the property information sheet.

While boiler breakdowns are extremely frustrating, this is not classed as a true emergency. The Out of Hour’s team will help where possible but please note engineers can rarely fix boilers without parts and will not be able to obtain these parts during the night. If a part needs to be ordered, this may delay the repair but everything possible will be done for the speediest resolution.

This is not an emergency, contact the office on the next available work day.

If your appliance is blocked, this means the filter is blocked or there is something in the pipe that you have accidentally put down there. We would advise that you contact your own contractor to carry out the repair, at your own cost.

This is not an emergency, contact the office on the next available work day.

This is an emergency, please contact the Out of Hour’s team.

Please check the fuse box to see if anything has tripped. Check your street to see if there is evidence of a power cut. If there is no power cut, please contact the Out of Hours Emergency team.

  • If your toilet is blocked, this means there is something that you have accidentally put down there. We would advise that you contact your own contractor to carry out the repair, at your own cost.
  • If the flushing mechanism doesn’t work and there is NOT an alternative toilet in the property, please contact the Out of Hour’s team and they will do their best to help. Please note that engineers may not be able to get parts, depending on the time of the callout.
  • If you have a Saniflow unit and you have a second toilet in the property, please contact us during office hours and we will organise the repair.
  • If you have a Saniflow unit and you do NOT a second toilet in the property, please contact the Saniflow Emergency Engineer in your area. A telephone number of three companies will be listed on your property information sheet.

This is an emergency, please contact the Out of Hour’s team.

Please check the fuse box to see if anything has tripped. If there is a fault, please contact the office on the next available work day.

This means there is something that you have accidentally damaged. We would advise that you contact your own contractor to carry out the repair, at your own cost.

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