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In an Emergency (Threat to life or building)

What to do in the case of an Emergency and in order of priority:-

  • At any time: If you smell gas or are worried about gas safety, you should call the National Gas Emergency Service Freephone number on 0800 111 999 at any time day or night.
  • During office hours (Mon - Fri: 9am - 5pm): Contact your Portfolio Manager or Property management team. If you are unsure of your Portfolio Manager call our office team on: 0115 933 8997

What classes as an emergency?

An unforeseen event that if not dealt with quickly would, in a reasonable person's opinion, render the property unsafe/insecure; or cause further damage to the Property; or cause personal risk to the tenants.

Out of hours (Bank Holidays, weekends, weekdays: 5.30pm - 9am):

  1. Follow the emergency arrangements made by your landlord. For example if your Landlord has provided 24/7 insured maintenance/emergency cover (for example: British Gas HomecareTM, Heatteam Cover for Potterton boilers, Homeserve or other insured product), then please contact the relevant service as per the details supplied. If your property is covered by British Gas Homecare™ please call 0800 294 9650 in the first instance or any other Emergency cover provider as previously advised.
  2. If no emergency arrangements are in place or they do not cover your particular emergency, please call Comfort Lettings Emergency Helpline on: 07827 896 994 and leave a message which will be brought to the attention of one of our team. Please note: If the emergency is due to any act of negligence or responsibility of the tenant then you will be liable to reimburse the cost of the call out and any works carried out. Inappropriate use of the Emergency Line, to report non-emergencies, will also be charged at a cost of £6 per voicemail.
  3. For the avoidance of doubt, you should only refer to the Yellow Pages or anything similar as a matter of last resort.

“This agent has always been very friendly and helpful, making us feel welcome and at ease in our property. If there is an issue, emails are replied to quickly and efficiently and in general everything has been sorted out really well. They are a brilliant agent and I would not hesitate to recommend them.”

Comfort Tenant - Emily

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