Tenant Emergencies

It is important our tenants understand the emergency procedures put in place for their own and others safety. You may need to contact a different number if you’re reporting an emergency out of office hours.


IMPORTANT: Please ensure you follow the guidelines correctly in the event of an emergency.

Thankfully, emergencies are rare. For instance, the following can be classed as an emergency:

  • A flood
  • A water leak which cannot be stopped by closing the stopcock
  • A fire
  • A gas leak of any kind
  • Major damage
  • Problems accessing or securing your property

Anything that cannot be categorised under the above list should be reported to Home Sweet Home via our online maintenance form. We will attend to it at our earliest convenience.

For all emergencies please follow the instructions under the relevant heading:

Flood & Water Leaks

In the event of a flood or water leak in your home, please close your stopcock/water inlet valve as a matter of urgency (refer to your welcome pack if you do not know where this is).

If the leak has been stopped, please complete an online maintenance form and we will arrange for a professional to visit, usually within 24 hours to restore your water.

If the leak persists, please contact one of the following numbers direct for urgent assistance:

  • Office Hours: 0131 5546050
  • Out of Office Hours: 07867 367869 – Firstcall Trade Services Out-of-Office Hours

Water from Neighbouring Flat

If you have water is leaking from a neighbour’s property, please contact them first and request their water is turned off. If they are not in please leave them a note. If you can’t contact the residence or turn the water off externally, you may be able to find contact details by visiting the landlord register if the property is rented:

If you can’t reach the residents or landlord for a neighbouring property, it may be possible for a factoring company (should one be in place) to shut-off water to the flat or a building. You will need to visit a factors website or your welcome pack to get the correct contact details.

For worst case scenarios, where a persistent leak cannot be stopped and there is a risk of material damage to a property, water can be shut-off for an entire building by calling an emergency plumber.

Fire Emergency

If there is a fire in your property, you must evacuate the property immediately and call the Fire Brigade immediately – dial 999.

Please follow the link below For further reading about fire safety in your home:

Gas & Carbon Monoxide Emergencies

If you smell gas or suspect a carbon monoxide leak please call the National Gas Emergency Service immediately – 0800 111 999

Major Damage

Please report any major damage caused to the property as an emergency via our repair reporting system. Major damage is considered that which has resulted in the property being a safety risk, or if left unattended, could result in further material damage:

What to do if you can’t access your home

If you can’t access your home, please follow the guidelines below depending on the circumstances.

Lost or Mislaid Keys

If you can wait for access during our working hours – Monday to Friday, 9am-4pm, we can meet you at your property free of charge.
Call 0131 554 6050 to arrange a suitable time.

If you require someone to give you urgent access outside these working hours, there will be a charge as this will need to be done by a locksmith:

24hour Locksmith – 07912 889746 – Call out charge estimate £70-£90

Broken locks

If your lock is broken or keys do not work, you should contact the office directly on 0131 554 6050 Monday to Friday, 9am-4pm or report via our link:

If you require someone to give you urgent access outside these working hours, there will be a charge as this will need to be done by a locksmith:

24hour Locksmith 07912889746 call out charge £90 + any additional keys

IMPORTANT: Landlords are responsible for repairs to locks unless the damage is deemed to be caused by the tenant through negligence or vandalism.

Other Out of Hours Emergencies

EMERGENCIES ONLY: 07867 367869 – Firstcall Trade Services Out-of-Office Hours.

IMPORTANT: Please note out-of-hours call-out charges may be passed on to tenants for jobs not deemed to be an emergency. The minimum out-of-hours call-out charge is £144 +VAT plus any additional charges.

We will acknowledge all request forms within 48hrs.

If you need to discuss a maintenance or repair issue, we can be reached by phone during office hours.

0131 553 6050 – Home Sweet Home Letting Office

The office is manned between 9am-4pm, outside these times any voicemails are sent to the Property Manager direct via email.