The office opening hours are 9am to 5pm Monday to Friday. The office is closed on weekends and bank holidays. 

If you have an emergency out of office hours, you can contact an emergency contractor below. Please note if a contractor attends as a result of tenant negligence you will responsible for the cost of the call out. Additionally any damage beyond fair wear and tear caused either maliciously or by accident you will be responsible for the cost to remedy the situation.

Lock Emergency

If you have locked yourself out or if a lock has failed, call 07599 642944

Please be advised there will be a minimum charge of £40.00 payable to the contractor if you have locked yourself out and need to be let back in; if you can wait until the next working day you can borrow a spare key from the office for free. 

Gas Emergency 

If you can smell gas, the first thing you must do and before you call anyone else is call the Gas Emergency line on 0800 111 999.

  • Do not smoke or light matches
  • Do not turn electrical switches on or off
  • Open doors and windows
  • Turn off the meter at the control handle unless the meter is in the cellar
  • Call the National Gas Emergency number 0800 111 999

After you have called National Gas Service, please report the issue via Whatsapp, email or property portal and we will arrange any follow up works as required when the office is open.

Carbon Monoxide Emergency 

If your carbon monoxide alarm sounds or you suspect a leak:

  • Stop using all appliances, switch them off, and open doors and windows to ventilate the property
  • Evacuate the property immediately; stay calm and avoid raising your heart rate  
  • Call the Gas Emergency number on 0800 111 999 to report the incident.
  • Don't go back into the property; wait for advice from the emergency services
  • Seek immediate medical help; you may not realise you've been affected by the carbon monoxide and going outside into fresh air won't treat any exposure by itself.

After you have called the National Gas Service, please report the issue to Cloud Lettings via Whatsapp, email or your property portal and we will arrange any follow up works as required when the office is open.

Do not ignore the sound of the alarm or reset the alarm until you are sure the source of the alarm has been corrected.

Water Leak Emergency

If you have a serious leak that cannot be contained, please call 07599 642944. If there is a small leak which can be easily contained and does not require emergency attention, please report via the property portal

Electrical Emergency

In case of a fire alarm fault or electrical emergency please call 07591 095588. Please do not contact the contractor by text as they will not receive your message. If you call and there is no answer, leave a voicemail message and they will get back to you as soon as possible.

Fire Alarm Fault

In case of a fire alarm fault (and you are sure there is no fire) please call 07591 095588 (if you live at Brayford Court please call 07599 642944). Please do not contact the contractor by text as they will not receive your message. If you call and there is no answer, leave a voicemail message and they will get back to you as soon as possible. 

If you have a fire alarm panel do not tamper with it unless you have been provided with clear instructions to do so. 

Attendance for false alarm faults as a result of the tenants actions will be charged by the out of hours team. 

Window, Door or Glazing Damage Emergency

If damage has been caused to windows or doors which require temporarily boarding to secure the property call 07823 341559.

Heating Emergency

If you have no heating please report the issue through your property portal and a plumber will attend as soon as possible during working hours. If the problem has started on a Friday evening or Saturday and you require temporary portable heaters until the office re opens on Monday please call 07599 642944

Fire Emergency

In the event of fire, leave the building immediately using the nearest exit route. Do this in a calm and orderly manner closing any doors behind you, making your way to a safe space outside and away from the building.

Call 999 and ask for Fire and Rescue and give location/details to the call operator.

Do not stop or return to collect personal belongings. Do not re-enter the building. Only return to the building when told it is safe to do so by the Fire & Rescue, Fire Officer in Charge.

Emergency contact details:

Cloud Lettings Ltd (Monday – Friday 9am – 5pm): 01522 802020

Out of Hours contact number: 07599 642944

Non-Emergency Maintenance

The contractors will attend to complete emergency repairs only, further remedial works may be required in working hours following the call out.

Please ensure all non-emergency maintenance is reported through your property portal, or you can call the office during opening hours.

Meter Top Up

If you let a property which includes an allowance for utilities and your meter has ran out of credit, please either top up the card at the nearest pay point shop (see link below) and the cost will be reimbursed to you and email a copy of the receipt to [email protected] or please call 07599 642944

Find your local PayPoint store | PayPoint

If you are responsible for paying the utility bills at your property and find your meter is in debt, you will likely need to contact the supplier to obtain a code to clear the debt on the meter before you top up. You can find the supplier using the following links:



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