Out Of Hours

Out Of Hours

If you are one of our tenants and in an emergency situation please follow the guidelines below which will direct you to the appropriate course of action.

Calling out contractors out of hours is very costly and therefore should only be done in the event of a genuine emergency – please note that if you call out a contractor unnecessarily then it will be your responsibility to pay the cost and not that of the landlord.

What Constitutes a Genuine Emergency?

Whilst the list below is not exhaustive the following situations WOULD BE considered urgent (major problems).

  1. Gas leaks/suspected carbon monoxide issues
  2. Severe flooding due to weather or a burst pipe where the property requires pumping and drying out.
  3. Wind damage whereby the structure of the property becomes unstable e.g. roof tiles falling off or windows breaking etc.
  4. Urgent repairs due to fire damage and firefighting measures.

Again whilst the list below is not exhaustive the following examples WOULD NOT be considered as an emergency (minor problems).

  1. Boiler breakdown resulting in loss of hot water and central heating.
  2. Minor leaks from plumbing systems or rainwater that can be contained by catching in a suitable vessel (bucket etc.).
  3. Loss of power due to electrical failure (with the exception of fire risks).
  4. Blocked toilets/drains etc.

What Should I Do In The Event Of A Minor Problem?

Firstly take the necessary action to find and isolate the issue. For example if the electrical system trips out it will normally be as a result of a fault in the wiring or an appliance. In order to isolate the circuit, switch off all of the circuit breakers including the RCD and then turn the RCD on again (this may involve pulling it completely to the off position and then turning back on again).

If the RCD no longer trips then start turning on the individual circuits breakers to try and find the one that is faulty (this will normally cause the RCD to trip again). Once the faulty circuit is found then any appliance on that circuit can be removed and plugged back in, in order to pinpoint the problem further. Once the faulty circuit or appliance is located, it can be left off and the remainder of the system can be used normally.

With regard to the plumbing system a similar approach can be adopted to isolate leaks using stop taps and isolator valves. For large leaks turn the water off completely until a plumber is available.

As a tenant you will need to take a common sense approach to problems that occur out of hours and also take reasonable steps to prevent this situation worsening. Try not to panic and think “what would I do if I owned the house and didn't have an agent to call”. It may be necessary to call out a plumber or electrician yourself in order to prevent further problems, but please remember if it is not an emergency then you will be liable for the costs associated.

Once the situation is under control and stabilised please call us at the next opportunity and leave a message so that we can deal with the issue as soon as the office re-opens. Remember that we are available six days a week and messages can also be left at our sales office during busy times on 01872 242244.

What Should I Do In The Event Of A Major Problem?

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Services emergency line immediately on 0800 111 999 (This is a 24 hour emergency line).

Also take the following action:

  1. Open all doors and windows to ventilate the property.
  2. Do not turn on/off any electrical switches.
  3. Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition.
  4. If there are any electrical security entry phones/locks, please open door manually.

For other situations we use Richfords Fire and Flood to assist with out of hours of emergencies. They have a 24 hour contact line and also have specialist knowledge in safeguarding properties after a major incident. They are able to carry out the following work and work within the British Damage Management Association guidelines.

  • Black and grey water sanitisation and restoration
  • Carpet and upholstery cleaning
  • Contents storage
  • Document restoration
  • Fire damage restoration, in domestic and commercial settings
  • Moisture investigation and leak detection
  • Mould remediation
  • Restoration of electronics
  • Smoke odour remediation and removal
  • Specialist and advanced building drying
  • Specialist contents processing and restoration
  • Ultra sonic cleaning

Their number is 01209 722522 and out of hours you will be put through to a case handler who will discuss and advise on how best to deal with your situation. They will also liaise with ourselves at the next opportunity in order to move things forward.

Power Cuts/Fallen Power Cables

Western Power Distribution looks after the safety and security of your electricity supply. Please contact them on 0800 365 900 (24 hours a day, 7 days a week) in the event of an electrical emergency or power outage

Out Of Hours
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Having recently Sold my house with Philip Martin Estate Agents I cannot praise the whole experience enough. From the first telephone conversation to the last it has been impressive. Professional, Polite, Guiding, Encouraging. I do need to mention Jack Loader, no question or query was too much trouble, making the selling process a pleasure. 


Having recently Sold my house with Philip Martin Estate Agents I cannot praise the whole experience enough. From the first telephone conversation to the last it has been impressive. Professional, Polite, Guiding, Encouraging. I do need to mention Jack Loader, no question or query was too much trouble, making the Selling process a pleasure. Totally stress free.


James and his team handled a complex sale (house and adjacent land owned by a third party) with great professionalism and innovation and determination to secure our sale. He was also cognisant of our time scales in that we had not secured an onward purchase or rental property. James is an extremely approachable agent who always worked with us to successfully achieve our goals and certainly went ‘the extra mile’ when required. We cannot recommend him highly enough.


Cannot recommend enough! We had a particularly complicated and problematic experience trying to sell a property recently and we were so(!) lucky we had Sean alongside us to guide and support. Sean was patient, efficient and super supportive throughout the entire process. I am genuinely confident we would not have been able to do it without him! Thank you as well to Aaron, I know he did a lot of work on this one too! You two are the best and we are so thankful for all your hard work getting this one across the line! I highly recommend and look forward to hopefully working with you both again.


Very efficient and personable service helped us find a perfect place. Trustworthy and effective. Thank you.


Dear Jack, I have moved into my new bungalow and it is very nice. I just wanted to take this opportunity to thank you for all of your efforts on my behalf. You have behaved rapidly and helpfully to assist me with all of the problems that arose for me in one of several difficult projects at once. Thank you very much.

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