We are pleased to announce that you now have access to our dedicated Out of Hours Emergency Desk. In the event of an emergency you should, in the first instance, contact the porter on duty. He will assess the damage and if necessary call the service on your behalf. If you have occasion to call the number without the assistance of the porter on duty, you must still notify the on-site staff as soon as possible so that they are aware of the problem. If you are a tenant, you should endeavour to contact your Landlord before calling the emergency number as additional charges may apply. This number operates Monday to Friday 5.00pm to 9.00am, 24 hours per day at weekends and relevant Bank Holidays. Please note that calls may be recorded for training purposes.

ISSUES COVERED:

• The desk can deal with all emergency communal maintenance issues such as heating and hot water, leaks and lifts. If you believe the issue to be urgent please call and we can advise accordingly.
• Any internal issues within flats would be the responsibility of the Owner or appointed agent of the individual flat. Please see below for charges which may apply.
• In the case of lack of water or electrical supply you may be asked to also contact the relevant provider or authority in order they prioritise any relevant incidents.
• Should you smell gas please call Transco immediately on 0800 111 999.
• For any issues relating to trespassers or suspected criminal activity please contact the Police directly (999 or for reporting/lesser issues 101)
• Should you smell or see smoke please evacuate, call the Fire Brigade immediately then notify us.

WHO PAYS?

• Any leaks from hidden pipes in floors or walls, or pipes serving more than one flat will be treated as communal pipes and paid for by the service charge.
• Any leaks from bath or sink wastes, showers or washing machines etc will be charged to the owner of the flat causing the leak.
• ISSUES BETWEEN FLATS INCLUDING LEAKS
• We can also assist in issues between flats such as leaks although this is limited out of hours to those problems which are causing damage or health and safety concerns. For example, a damp patch is not an emergency whereas dripping water is.
• It should be noted that should you call regarding a leak into your flat you will, in the first instance, be asked if you have notified the offending flat; if they are onsite they should either shut off their water and/or instruct a plumber. We can talk residents through their responsibilities and the correct course of action.
• Where necessary we will call out an emergency plumber and we will inform you who will be charged according to the circumstances.
• Any charges will be added to your service charge account and invoiced accordingly.

ISSUES NOT COVERED
Out of Hours we cannot progress matters relating to the following;

• Service charges, on-going correspondence, parking control, replacement fobs or keys, TV or satellite reception, pest control unless extreme problem or security issues regarding individual flat doors. There may be other instances in which we cannot assist but will be able to report back the next working day.