Out of hours emergencies
The out-of-hours emergency service operates during the following times:
- Weekdays: Monday to Friday 8:00pm and 8:00am
- Weekends: Friday 8:00pm to Monday 8:00am
- Bank Holidays: 24 Hours
Sureserve (formerly Aaron Services) on 01205 591979 for heating repairs including air source heat pumps (this does not include electric heating - please ring Ian Williams on 01529 712554)
Emergency repairs will be attended to outside working hours when:
- the fault poses a serious risk to health and safety
- the fault poses a serious risk to the structure of the property
- the property is not secure
The work done may only be to make the situation safe. Prioritisation of emergency repairs will be at the discretion of the tradesman who attends to the job. It is important that the tenant explains their situation fully, and gives any other relevant details (for example if they are disabled, elderly, have young children or are otherwise vulnerable) so that the service can prioritise work correctly.
The out-of-hours operative will refuse to accept the repair if it does not fall into the criteria for an emergency out-of-hours repair. The tenant will be charged a call out fee if they use the emergency call out service for a fault that is not a genuine emergency, or is a result of tenant misuse. This will be the cost of materials and the tradesman’s time.
Gas safety
If a tenant reports that they can smell gas they must be given the following advice:
- Don't turn electric switches on or off
- Don't smoke
- Don't use naked flames
- Do turn off the gas supply at the meter
- Do open doors and windows to get rid of the gas
Call Gas Safe on 0800 111999.
All calls will be recorded and may be monitored.