Office Hours
Our office is open Monday to Friday, 9am to 5pm.
We are closed on weekends and bank holidays.
If You Contact an Emergency Contractor
If you need to call one of the out-of-hours emergency contractors listed below, please also let us know, even if the issue has already been resolved.
We do not monitor any form of communication outside of office hours, so we won’t be aware of any issues reported until the office reopens.
Please use one of the following methods so your message is ready and waiting for us when we’re back in the office – WhatsApp is preferred:
- Send a WhatsApp message in your group (please do not message indiviual contacts)
- Call us during office hours on 01522 802020
- Email [email protected]
- Use the Property Portal (where available)
Letting us know helps us keep records up to date and arrange any follow-up that might be needed.
Refer to the section below to find the appropriate emergency contact for your situation (e.g. gas, water, electric, locks).
Emergency Situations - Out of Hours
If you have an emergency when the office is closed, you should contact the relevant emergency contractor listed in the sections below, depending on the type of issue (e.g. gas, water, electric, locks).
Important: If a contractor attends due to tenant negligence, or if damage occurs beyond fair wear and tear (including accidental or intentional damage), you will be responsible for the cost of the callout and any necessary repairs.
For Certain Properties Only (Bond Housing Group & Brayford Court)
The instructions below only apply if you live in one of the specific properties mentioned. If you’re unsure, please refer to signs around your building, check your welcome information or contact us during office hours.
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Bond Housing Group tenants: Call 01522 246145 – but only if your property is listed on this link. You must also log the repair online.
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Brayford Court tenants: For any emergency, including lock issues, call Ian on 07599 642944.
Emergency Contact Details
Lock Emergency
- If you’ve locked yourself out or the lock has failed, call 07599 642944
There is a minimum charge of £40 if you’ve locked yourself out and need to be let back in.
If you can wait until the next working day, you can check with us to see if a spare key is available to borrow free of charge. However, if no spare key is available, you will need to pay for a lock change.
Gas Emergency
If you smell gas:
Call the National Gas Emergency Line: 0800 111 999
- Do not smoke or light matches
- Do not turn electrical switches on or off
- Open windows and doors
- Turn off the gas meter at the control handle (unless it’s in a cellar)
Carbon Monoxide Alarm
If your carbon monoxide alarm sounds or you suspect a leak:
- Stop using all appliances and switch them off
- Open windows and ventilate the property
- Evacuate the property immediately, keeping calm
- Call 0800 111 999 to report the incident
- Do not go back inside until advised by emergency services
- Seek medical attention – symptoms may not be obvious and fresh air alone won’t resolve exposure
- Do not ignore or reset the alarm until the cause has been properly resolved.
Water Leak Emergency
- If the leak is serious and cannot be contained, call 07599 642944
- If the leak is small and manageable, wait until the office reopens and report it then
Electrical Emergency
For any electrical emergency or fire alarm fault (when there is no fire):
- Call 07591 095588 Do not send a text – leave a voicemail if there’s no answer
- Brayford Court: Call 07599 642944
Do not tamper with the fire alarm panel unless you have been specifically instructed to do so.
If a false alarm is caused by tenant actions, you may be charged for the contractor’s attendance.
Window, Door or Glazing Damage
If damage has made the property unsecure and temporary boarding is required, call 07599 642944
Heating Emergency
If you have no heating:
- During working hours, please report the issue via WhatsApp, phone, email, or the Property Portal
- If the issue starts on Friday evening or over the weekend and you need temporary portable heaters, call 07599 642944
Fire Emergency
In the event of a fire:
- Follow the fire safety instructions provided in your property and use the designated escape routes
- If safe to do so, evacuate the building
- Call 999 and ask for Fire and Rescue
- Do not return to the building until cleared by the Fire Officer in Charge
Meter Top-Up
If your property includes a utility allowance and your meter has run out:
- Top up at your nearest PayPoint shop
- Email your receipt to [email protected] for reimbursement. Find your nearest PayPoint store
If you are responsible for your own utilities and your meter is in debt:
- Contact your supplier to obtain a code to clear the debt
- You can find your gas or electricity supplier using these links:
