What is emergency maintenance?

Some maintenance issues may require more urgent attention than others.

We've created a handy guide to help you understand what is classed as emergency maintenance, and what you need to do should any issues arise.

What is emergency maintenance?

Emergency maintenance is an issue that requires more urgent attention. 

You'll need to familiarise yourself with what classes as an emergency, as in these cases you will need to contact us straight away.

An issue is classed as an emergency if:

  • it could cause the property to become uninhabitable.
  • it could cause further damage if left alone.
  • it poses a security risk.
  • it posse a risk to tenant's health and wellbeing.

Some examples of emergency maintenance issues are:

  • water leaks
  • no heating or hot water
  • no electric
  • gas leak
  • broken locks on external doors
  • smashed windows.

How do I report an emergency?

If your issue is classed as an emergency, you need to call us directly so we can send somebody out straight away!

You won’t be able to log emergency maintenance on the PropertyFile app.

To report an emergency, call us on 0191 243 1000.

If it is outside of office hours, call our out-of-hours team on 07722 950 734.

The emergency service is something a landlord will pay a premium for if it is used, so make sure your issue is definitely an emergency before reporting it - you may be liable to pay the difference if it isn’t.

If your issue is NOT an emergency, you can report it through our PropertyFile app.

Find out how to report maintenance issues through PropertyFile.

How long will an emergency issue take to resolve?

Some issues may take longer to resolve than others, but we will try to fix things as quickly as possible.

We’ll also try to give you as much notice as possible if a contractor needs to visit your property.

We may not always be able to give you specific times, but if we need you to be at home to grant a contractor access, we will always let you know in advance.

Walton Robinson
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