Emergency Call-out Guidelines
Emergency Call-Out Guidelines (Out of Hours)
To help you handle emergencies that occur outside regular working hours, we’ve updated our Emergency Call-Out Guidelines. This information will also be included in your onboarding pack for easy reference.
We’ve listed approved contractors below, along with the types of situations considered emergencies. Please refer to this list before taking action, and follow the instructions carefully to ensure a prompt and appropriate response.
Important Notice
The landlord will accept responsibility for genuine out-of-hours emergencies—defined as situations that:
Cannot be safely delayed until the next working day, and
May cause serious damage to the property,
Pose a risk to health or safety, or
Leave the property unsecure or uninhabitable.
⚠️ We reserve the right to challenge any unjustified call-outs and associated costs incurred on the landlord’s behalf. Please be certain the situation qualifies as an emergency.
If in doubt, please prioritise safety and secure the property where possible. For non-urgent issues, our Maintenance Team will respond during working hours.
Stay safe,
Arthur and Hamilton LTD
📞 020 4538 9330
Plumbing & Gas Emergencies
Examples of valid emergencies:
Major water leaks that cannot be contained (First, shut off the water supply – Watch this guide)
Smell of gas or a continuous carbon monoxide alarm – Immediately contact the National Gas Emergency Service on 0800 111 999
Approved Contractor:
MM Gas & Heating Ltd – 📞 07550 635133
Omega Electrics – 📞 07874 600237 (also handles some plumbing issues)
Note: No heating or hot water is not considered an emergency. Please check boiler pressure first before reporting. Our Maintenance Team will respond during working hours.
Electrical Emergencies
Examples of valid emergencies:
Power outage in major areas of the property (First, check for local outages: Power Cut Checker)
Constant fuse board tripping or complete failure
Burning electrical smells or continuous alarm sounding
Approved Contractor:
Omega Electrics – 📞 07874 600237
Lock Emergencies
Examples of valid emergencies:
Jammed or broken locks on front/bedroom doors
Lost keys with no other access (please note: you will be liable for the cost)
Doors not locking or property unsecured after a break-in
Approved Contractors:
Keymaster Security – 📞 07792 370939 / 07501 847174
Cardiff City Locksmiths – 📞 07399 952999
Building & Structural Emergencies
Examples of valid emergencies:
Structural issues that pose immediate safety risks (e.g., collapsing ceilings or walls)
Damage that compromises the building’s security
Approved Contractor:
A&H General Building – 📞 07508 602026