Tenants: What to do in an emergency

As a tenant, you may be wondering what steps to follow should an emergency occur in your home. Bank Holidays and festive periods may be a particular concern for you as many estate & letting agents will close or work reduced hours; but at Jacobs Steel we have produced this simple guide to help advise you on what you should do.

During Our Office Hours

Jacobs Steel office hours are 9am – 6pm Monday to Friday and 9am – 1pm on Saturdays.

If you are in a situation where you need advice or emergency assistance during these hours, contact our Lettings team on 01903 506040 in the first instance and follow up with an email advising us of the issue. Explain in as much detail as possible so that we are able to resolve the issue efficiently. Our team will make arrangements with the Landlord for a contractor to attend the property at the earliest opportunity.

Out of office hours

If the office is closed, our Lettings team ask that any maintenance which doesn’t require immediate attention is reported the morning after. You are of course welcome to email out of hours, and this will then be picked up when the office re-opens. 

The reason we ask tenants to consider the urgency of the problem and, where possible, wait for a contractor to be available, is because contractors rates increase by up to 50% in emergency call outs. 

It is important to note that should a tenant report an urgent maintenance issue and we send a contractor to the property who finds the issue not to be urgent/could have waited until the next day, the tenant(s) will be liable for the call out charges; plus any materials used. 

Urgent Maintenance Issues & Emergencies

If the issue is urgent and needs attention there and then, for example where the issue is endangering life or damaging the property, then we advise that the tenants take appropriate measures and call an emergency contractor. In this instance, we would ask our tenants to advise us the next working day. 

If it is agreed that immediate attention was required, we can then reimburse the costs.

A list of our recommended contractors is supplied at the bottom of this page. 

What is classed as an emergency?

Situation How To Handle It Useful Numbers
No heating The time of year and your circumstances will determine whether this is an emergency or not. You should follow the steps above and contact our Lettings team in the first instance wherever possible.

Jacobs Steel Lettings
01903 506040

Contractor (see below)                                                                                      

No hot water This is not classed as an emergency. Contact the Lettings team in the first instance, where possible.

Jacobs Steel Lettings
01903 506040
 

No power supply If there is a total loss of power to the property, which doesn't effect your neighbours also, this is an emergency. If it is a power cut contact National Grid ESO and report to Jacobs Steel Lettings.

National Grid (ESO) Dial 105
Jacobs Steel Lettings
01903 506040

Contractor (see below)

Gas leak A gas leak is an emergency and should be reported to the National Grid in the first instance and then inform Jacobs Steel.

National Grid 
0800 111 999

Carbon Monoxide alert A carbon monoxide leak is an emergency and should be reported to the National Grid in the first instance. National Grid
0800 111 999
No water supply If there is no running water at all, this is an emergency. You can check to see if any of your pipes are frozen; and you can also call your supplier to establish whether there is a known issue. If unable to contact Jacobs Steel, contact an emergency contractor.

Jacobs Steel Lettings
01903 506040

Contractor (see below)

Plumbing leaks If the leak cannot be contained and is causing damage to the property then this would be classed as an emergency. We do advise that all tenants find out where their stopcock is located so that water can be turned off where necessary. If the water is coming from a neighbouring property, do your best to inform them. Do not touch the water if it is near any electrical equipment. 
If unable to contact Jacobs Steel, contact an emergency contractor.

Jacobs Steel Lettings
01903 506040

Contractor (see below)

Roof leaks If the leak is causing major damage or is affecting an electrical fitting this is classed as an emergency. If unable to contact Jacobs Steel, contact an emergency contractor. Jacobs Steel Lettings
01903 506040

Contractor (see below)
Roof damage If the damage is hazardous to people or to the property then it is classed as an emergency. If unable to contact Jacobs Steel, contact an emergency contractor. Jacobs Steel Lettings
01903 506040

Contractor (see below)
Gutters/downpipes Unless water is entering the building and causing damage to the property or creating a hazard for the occupants, this is not an emergency. Contact Jacobs Steel in the first instance. Jacobs Steel Lettings
01903 506040
Blocked sink/basin/bath etc... This is not classed as an emergency and is usually the tenants' responsibility to resolve. n/a
Blocked toilet If there is more than one toilet in the property this is not classed as an emergency. If there is only one toilet, contact Jacobs Steel in the first instance. Blocked toilets are usually the tenants' responsibility; unless it can be proven that the blockage was not caused by the tenants.

Jacobs Steel Lettings
01903 506040

Drains If damage is being cause, this is classed as an emergency. Contact Jacobs Steel in the first instance. If unable to contact Jacobs Steel, contact an emergency contractor. Jacobs Steel Lettings
01903 506040

Contractor (see below)
Keys/Locks/Doors This is classed as an emergency if the tenant is unable to secure the property or has lost keys. If the tenant(s) lock themselves out then they are required to pay for an emergency locksmith and a new lock; and cover the costs of this.
If the lock breaks and the tenant is able to prove they weren't at fault, those costs will be reimbursed. If unable to contact Jacobs Steel, contact an emergency locksmith.
If a crime has been committed, contact the police. 
Jacobs Steel Lettings
01903 506040
Broken Windows This is classed as an emergency if the tenant is unable to secure the property. If unable to contact Jacobs Steel, contact an emergency contractor. If a crime has been committed, contact the police.  Jacobs Steel Lettings
01903 506040

Contractor (see below)
Fire This is an emergency. Contact the fire department. 999

 

Emergency Contractors

Here is a list of the contractors we have relationships with and therefore know and trust. In an emergency, we would recommend you contact a contractor from this list where possible.

Electricians

01903 680599

01903 831414

Plumbing & Heating

Les Russell 

David Hawkins

07816 059567

07740 485128

 
Property Ombudsman
NAEA
BEAG Sales Highly Rated 2019
A and W Business Awards Logo - Hightly Commended 2019
BEAG Sales Highly Rated 2019

Worthing
54 Chapel Road
Worthing
BN11 1BE

01903 206000

West Worthing
4 Wallace Parade
Goring Road
Worthing
BN12 4AL

01903 506080

Broadwater
2 Broadwater Boulevard
Worthing
BN14 8JE

01903 206000

Findon
228 Findon Road
Worthing
BN14 0EJ

01903 873999

Lancing
28 North Road
Lancing
BN15 9AB

01903 750335

Shoreham
31 Brunswick Road
Shoreham-by-Sea
BN43 5WA

01273 441341

Lettings
2 Broadwater Boulevard
Worthing
BN14 8JE

01903 506040

Land & New Homes
54 Chapel Road
Worthing
BN11 1BE

01903 792177

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