Tenants

Tenant Emergencies

It is important our tenants understand the emergency procedures put in place for their own and others safety. Tenants can find an up to date safety and emergency procedure within the welcome pack provided at the start of the tenancy.

IMPORTANT: Please ensure you follow the guidelines correctly in the event of an emergency. 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 £120 +VAT.

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

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

Anything that cannot be categorised under the above list should be communicated to
the office for further review at the earliest opportunity via our Maintenance / Repair report stystem:

If you need to speak to someone, here are some useful phone numbers depending on what time of day it is:

  • 0131 5546050 – Monday to Friday – 9am to 4pm – HSH Office landline (Any voicemails are emailed to the property manager)
  • 07496 000111 – Monday to Friday – 7am to 6pm – HSH Office Mobile Phone
  • 07867 367869 – EMERGENCIES – Any time outside of the above hours: Firstcall Trade Services Out-of-Hours

Fire Emergency

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

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

Flood & Water Leaks

In the event of a flood or water leak, please close the stopcock as a matter of precaution. Hopefully, this will halt any leak until we can get a professional to visit.

If water is leaking in from a neighbour’s property, please try and contact them first. If they are not in please leave them a note. You could also find out if your neighbour’s property is rented:

Please report all floods and water leaks immediately via the Home Sweet Home repair reporting system link below. We will advise the best course of action once all required information has been collected.

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:

Other Maintenance and Repair Issues

All other maintenance and repair issues are best reported during our working hours of 9am to 4pm. The most efficient way of reporting maintenance issues and repairs is by submitting a request via the repair reporting system. We will acknowledge all submissions within 24hrs.