Instant Valuation

Renting Services

Emergency contacts for renters

Something gone wrong in your rented home? This page tells you exactly who to call, the order to do things in, and what counts as a genuine emergency. For anything life-threatening, phone the number - don't wait for a reply.

See emergency numbers

Read this first

Phone genuine emergencies - never the form

If there is a risk to life, a fire, a gas leak or serious flooding, call the relevant emergency or utility number straight away. Those lines are answered around the clock. The enquiry form at the bottom of this page is for non-urgent issues only and is not monitored out of hours.

Call 999 & the utility emergency lines

Emergency numbers - call these directly

These are answered 24/7 by the emergency services and utility providers. Do not report these to us first - call the number, then let us know once everyone is safe.

999

Fire, or any life-threatening emergency

When to callA fire, a serious injury, someone in danger, or a crime in progress.

  1. Get yourself and everyone else out and stay out.
  2. Call 999 from a safe place and ask for the service you need.
  3. Do not go back inside for any reason.
0800 111 999

Smell gas or suspect a gas leak

National Gas Emergency Service

When to callYou can smell gas, hear hissing, or suspect carbon monoxide.

  1. Do not switch anything on or off - no light switches, no plugs.
  2. Turn the gas off at the meter if it is safe to do so.
  3. Open doors and windows, get everyone out, then call from outside.
105

Power cut

National powercut line - free

When to callYour electricity is off and it is not just a tripped fuse at home.

  1. Check whether your trip switch (consumer unit) has tripped first.
  2. Check if neighbours are also affected.
  3. Call 105 free to report it and get updates.
0800 052 0130

Water burst, leak or sewerage problem

Dŵr Cymru Welsh Water (Cardiff)

When to callA burst main, major leak, or a sewerage problem affecting the property.

  1. Turn the water off at the internal stopcock (usually under the kitchen sink).
  2. Lift belongings clear of any water and switch off affected electrics if safe.
  3. Call Dŵr Cymru Welsh Water to report it.
  • 101
    Police non-emergencyReport a crime that is not in progress or get police advice.
  • 111
    NHS non-emergency medical helpUrgent medical help when it is not a 999 emergency.
  • 0345 988 1188
    Flooding - Natural Resources Wales FloodlineFlooding from rivers, the sea or surface water, and flood warnings.

Keep this handy

Immediate actions, at a glance

If you only do one thing, do the first action for your situation - then make the call.

  • Fire / danger to lifeGet out, stay out, call 999.
  • Smell of gasNo switches. Meter off if safe. Windows open. Get out. Call 0800 111 999.
  • Burst pipe / flooding waterStopcock off, electrics off if safe, then call Dŵr Cymru.
  • Power cutCheck your own trip switch, then call 105.
  • Sparking / burning electricsCircuit off at the board, stop using it, report to us (999 if on fire).

Report to us

Issues we handle for our renters

These are managed by Arthur & Hamilton. Take the immediate steps first, then report it - and call 999 first if there is ever a risk to life.

Report to us

Electrical danger

When it's urgentExposed wiring, burning smells, sparking sockets, or repeated tripping.

  1. Switch off the affected circuit at the consumer unit if safe.
  2. Stop using the socket or appliance involved.
  3. If there is fire or immediate danger, call 999 first, then report it to us.
Report to us

No heating or hot water

When it's urgentUrgent if it is cold weather, or anyone in the home is elderly, very young or unwell - otherwise non-urgent.

  1. Check the boiler pressure and that the thermostat and timer are on.
  2. Reset the boiler once if it shows a fault code.
  3. Report it to us with the make of boiler and any fault code shown.
Report to us

Locked out

When it's urgentYou cannot get into your home and no spare key is available.

  1. Check with housemates for a spare key first.
  2. During office hours, contact us before paying for a locksmith.
  3. Never force a door or window - you may be charged for the damage.

Use the form below to report a non-urgent issue. Genuine emergencies must be phoned in using the numbers above - please don't submit them here.

Report a non-urgent issue

This form is for non-emergencies only. If it's a genuine emergency, please call the relevant number above - don't wait for a reply here.

We'll only use your details to respond to this enquiry.