OUT OF HOURS EMERGENCY
This Out of Hours Maintenance Service is available for EMERGENCY USE only.
Call FIX LONDON on 02031310080
Quote BAKER 1 to the technical adviser
State your emergency and a technical adviser will be able to help you
The adviser will prompt you to EXPLAIN the situation in more detail to determine the URGENCY
In case of an EMERGENCY ONLY an engineer will be dispatched to safeguard tenants and property
USEFUL NUMBERS
National Grid (formerly Transco) for gas leaks on 0800 111 999
UK Power Networks for total loss of electricity on 0800 31 63 105
Thames Water on 0800 316 9800
Southern Water on 0330 303 0368
WHAT WE DEEM AN EMERGENCY
Plumbing Leaks
Considered an emergency if it cannot be contained and is causing damage, especially if penetrating an electrical fitting. The leak should be isolated by turning the water off at the stopcock or gate valve until the contractor attends to identify the source and carry out the necessary repair. If the leak is coming from a property above or adjacent, the tenant should contact those occupants immediately.
Roof Leaks
Considered an emergency if the leak is causing major damage or if penetrating an electrical fitting. In wet, windy or dark conditions, a contractor can attend to make safe only. Only in safe conditions can a contractor attend to identify the source and carry out the necessary repair.
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
Blockages
Clearing blocked waste outlets, traps and pipes to the kitchen sink, bath, washbasins, etc. is the tenants' 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 tenants' negligent actions, e.g. flushing of nappies, disposal of food waste.
Toilets
Considered an emergency if the only toilet on the premises is blocked, and only then if the tenants frequent attempts to flush with buckets of water has failed.
Showers, Baths or Sinks
Considered an emergency only if there is no other means of washing available in the property.
Drains
Considered an emergency if damage is being caused, or it's causing a Health & Safety problem, or it's preventing the use of the toilet (see 'toilets')
Broken Windows
The tenant should notify the police in the first instance and obtain a crime reference number, unless the damage has been caused by the tenant, in which case, the cost is the tenant’s responsibility. If out of hours, a contractor may be dispatched to attend and board up if the damaged glass is dangerous or the window is on the ground floor or any other place likely to make the property vulnerable to criminals.
No Heating
Total failure of a central heating system between the months of October and April inclusive is considered an emergency if the tenant is going to be left without heating for more than 48 hours (e.g. over the weekend), or if a person or property is at risk due to a burst pipe causing a major leak from any part of the heating system.
Gas Leaks
Tenant should call the National Grid (formerly Transco) in the first instance on 0800 111 999, who will attend to isolate the meter and make safe. If this results in a lack of heating, see 'No Heating'. If the outcome is a gas cooker or gas fire not working, out-of-hours action will not be deemed necessary where alternative cooking/heating facilities are available.
No Hot Water
The out-of-hours emergency service applies if a tenant is going to be left without hot water for more than 48 hours (e.g. over the weekend).
Lack of Power Supply
Considered an emergency if there is a total loss throughout the property and, only then, after the tenant has checked: -the fuse board -neighbouring properties -or with the electricity supplier to determine whether there is a general power cut with the electricity supplier 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 a total lack of water supply anywhere in the property. The tenant should contact the water supplier in the first instance to ensure that works are not being carried out in the area.
Insecure Property
If the property is insecure as a result of a break-in e.g. damaged door, the tenant 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.
Lock Outs
If as a result of losing a key or locking it inside the property, the tenant should call a local locksmith, at his own expense. If a contractor is despatched under these circumstances, the out of hours cost must be charged direct to the tenant.
Defective Manhole Covers
Considered an emergency if the cover is missing, or if the damaged or loose manhole cover is dangerous. The tenant should call the local highways department in the first instance
Dangerous Walls & Fences
Considered an emergency if in a dangerous condition, e.g. storm damage or accidental impact damage. These can be made safe in the first instance. Repairs and/or rebuilds will not be treated as an emergency
· If you are locked out of your property due to your own negligence, you must call a 24hr locksmith at your own expense and provide the details to the property manager during office hours for their records.
· If you have been locked out of your property due to a faulty lock, please call the out of hours emergency line so we are able to advise further. If you require the fire brigade, police or ambulance services: Please call 999 for immediate assistance.
· If you have an electrical, gas or water supply issue: please contact your supplier for further assistance.