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📞 Emergency Contractor Contact Procedures
At Yes Properties, we understand that genuine property emergencies require a prompt and professional response.
This guide explains how emergency repairs are handled, what information we’ll need from you and what you can expect once an emergency has been reported.
What Is an Emergency?
An emergency is a situation that:
- Presents an immediate risk to the health or safety of occupants.
- Leaves the property insecure.
- Causes uncontrolled flooding.
- Involves a suspected gas leak.
- Presents a serious electrical hazard.
- Makes the property unsafe to occupy.
- Risks causing substantial damage to the property if immediate action is not taken.
Examples include:
- 🚰 Burst pipe
- 💧 Major water leak
- 🔥 Gas leak
- ⚡ Dangerous electrical fault
- 🚪 Property cannot be secured following a break-in
- 🌳 Fallen tree causing immediate danger
- 🏚️ Structural collapse or serious structural damage
What Is Not Normally an Emergency?
The following issues are generally not considered emergencies, although they should still be reported promptly during office hours:
- Dripping taps
- Minor plumbing leaks
- Cosmetic damage
- Appliance faults (unless creating an immediate hazard)
- Loose cupboard doors
- Minor cracks
- Routine maintenance
- General wear and tear
- Decorating issues
- Slow-draining sinks (unless causing flooding)
Before You Contact Us
Where it is safe to do so, please:
- Make sure everyone is safe.
- Turn off the water supply if necessary.
- Switch off electricity where appropriate and safe.
- Ventilate the property if you suspect a gas leak.
- Contact the emergency services or utility provider first where required.
- Take photographs or videos if it is safe to do so.
How to Report an Emergency
Please contact:
During Office Hours
☎️ 0208 191 3717
24/7 Emergency Line
☎️ 07337 200950
Information We’ll Need
To help us arrange assistance quickly, please provide:
- Your full name.
- Property address.
- Best contact number.
- Description of the problem.
- Whether anyone is in danger.
- Whether the property can still be occupied safely.
- Whether utilities have been isolated.
- Whether the emergency services have attended.
- Photos or videos where possible.
What Happens Next?
Once your report has been received, we will:
- Assess the urgency of the situation.
- Determine whether emergency attendance is required.
- Contact the landlord where appropriate.
- Instruct an approved contractor if necessary.
- Keep you informed wherever reasonably possible.
Depending on the nature of the emergency, contractors may first carry out temporary works to make the property safe before permanent repairs are arranged.
Contractor Attendance
Emergency contractors may:
- Telephone you before attending.
- Ask you to remain at the property.
- Require safe access.
- Ask questions about the emergency.
- Carry out temporary repairs.
- Recommend follow-up works.
Please ensure someone aged 18 or over is available to provide access where possible.
Access to the Property
Emergency contractors may require immediate access to:
- Stop further damage.
- Isolate utilities.
- Secure the property.
- Make the property safe.
Delays in providing access may increase damage or repair costs.
Temporary Repairs
Sometimes it is not possible to complete permanent repairs immediately.
Examples include:
- Boarding broken windows.
- Isolating water supplies.
- Temporary plumbing repairs.
- Isolating electrical circuits.
- Temporary locks.
- Temporary roofing protection.
Permanent repairs will normally be arranged afterwards.
Emergency Call-Out Charges
If the emergency is genuine, the landlord will usually arrange appropriate repairs in accordance with their legal responsibilities.
However, tenants may be responsible for costs where the problem resulted from:
- Deliberate damage.
- Negligence.
- Misuse.
- Unauthorised alterations.
- Lost keys.
- False or unnecessary emergency call-outs.
Where appropriate, charges will be explained before work is carried out whenever reasonably possible.
Utility Emergencies
Some emergencies should be reported directly to the relevant utility provider before contacting Yes Properties.
| Emergency | Contact |
|---|---|
| Gas Leak | National Gas Emergency Service – 0800 111 999 |
| Power Cut | Electricity Helpline – 105 |
| Medical Emergency | 999 |
| Police Emergency | 999 |
| Police Non-Emergency | 101 |
| NHS Urgent Medical Advice | 111 |
After reporting the emergency where appropriate, please notify Yes Properties.
Frequently Asked Questions
Can I instruct my own contractor?
Please contact Yes Properties first wherever reasonably possible.
If immediate action is genuinely necessary to prevent injury or serious property damage and you cannot contact us, keep all invoices, photographs and receipts. Any reimbursement will depend on the circumstances and cannot be guaranteed.
Will someone attend immediately?
Response times will depend on:
- The nature of the emergency.
- Contractor availability.
- Weather conditions.
- Public safety considerations.
- Access to the property.
Our priority is to make the property safe as quickly as reasonably possible.
Do contractors always complete the repair on the first visit?
Not always.
The first visit may be to make the property safe or prevent further damage, with permanent repairs arranged later if required.
Should I wait for permission before calling 999?
No.
If there is an immediate risk to life, always call 999 first.
Emergency Contact Numbers
Yes Properties
Office
☎️ 0208 191 3717
24/7 Emergency
☎️ 07337 200950
Need Emergency Assistance?
If your rental property experiences a genuine emergency, contact Yes Properties as soon as it is safe to do so. Our team will assess the situation, arrange appropriate assistance where necessary and keep you informed throughout the process.
