Tenancy Information

Emergencies & When Things Go Wrong

We understand that things do go wrong in rental properties just like it does in properties people own, however our team is on hand to help you all the way to get things back on track. By following our simple advice you can ensure you're not inconvenienced when the worst does happen.

 

Electricity - If you find you have lost power follow these simple steps first:

 

1. Check your fuse box (this can usually be found under your stairs, in your kitchen or near your front door) for any fuses which may have tripped, simply push the on/off fuse button back into the on position.
2. Check your lights and sockets separately, this can help identify issues quickly.
3. Check your street lights and neighbours supply, if they are also off it may be an issue with the power supply to your property, this is an issue your electricity supplier would need to resolve.
4. If you pay for your supply via a card meter please check you have not ran out of credit on your meter, if our engineer finds this to be the case you will be charged the full call-out fee.
5. If you still have no power you should contact us straight away, the earlier you contact us the sooner we can respond.

 

Central Heating & Hot Water - follow these simple steps first:

 

1. Check your heating and water supply separately, if you only have one or the other advise our agents as soon as possible.
2. If you have children under the age of 5 please advise our agents as soon as possible as this will be a priority for our contractors.
3. If you pay for your supply via a card meter please check you have not ran out of credit on your meter, if our engineer finds this to be the case you will be charged the full call-out fee.
4. If the boiler has lost pressure you may need to repressurise the system, this is the tenants responsibility, our maintenance department can instruct you over the telephone, however if you would like an engineer to attend this can be arranged, you will be expected to pay for this service.
5. Check your neighbours have a gas supply - if they don't it is probably an issue with the main supply and your utility company will deal with this issue.
6. If you still have no heating or hot water you should contact us straight away, the earlier you contact us the sooner we can respond.
7. If you smell gas you must contact National Grid (formally transco) on 0800 111 999

 

Water Supply & Leaks - If you find you have no water supply follow these simple steps first:

1. Check all your taps and toilets, if you have no water at all outlets there could be a supply issue from Northumbrian Water, you should contact them as soon as possible.
2. If you have an issue with only one or two taps visit the maintenance page to log an issue.
3. If you discover a leak you must shut off the water supply immediately - you should do this by turning off the main stop cock which is usually found under your main kitchen sink or in your utility room. As a tenant you are expected to find and locate the stop cock for the property. Once you have shut off the supply contact us by telephone.

 

Things To Remember

Our maintenance department is always very busy, therefore the sooner you report an issue the quicker we can rectify it. In some cases your Landlord may carry-out the repair or may instruct their own independent contractor for full details please refer to your tenancy agreement.

 

During the winter months and at the very start of a cold period we receive many calls regarding boiler failures, during these times we will prioritise jobs and endeavour to attend all properties as soon as possible.

 

We always recommend you keep the following in your property to ensure you are well prepared should an issue occur:

 

1. Keep an electric blow heater or two should your heating fail.
2. Ensure you have a working kettle so you can produce hot water
3. Keep some bottled water in your store cupboard in the event your water supply is disrupted.

 

Useful Telephone Numbers

Northumbrian Water Emergencies - 0845 717 1100

Northumbrian Water General - 0845 733 5566

 

National Grid - 0800 111 999 for gas emergencies