Tenants

Tenants

Contract-holder Emergencies

Please find details of our emergency contractors below. Contractors will only attend outside of office hours in cases of genuine emergencies. To log any maintenance issues that are not emergencies, please use our Street app as detailed below:

For consumers using iOS, use this link for the Apple App store: ios app
​For consumers using Android, use this link for the Google Play store: Android app

Please be aware that in some cases you will be required to pay the contractors up front, and as long as the contractor can confirm that you did not cause the problem, we will arrange reimbursement. This is necessary as contractors will not be able to confirm you live in a managed property when they attend.

Non-Attendance

Non-Attendance

If you’re unable to arrange attendance with one of the contractors listed below (i.e. they do not respond or they are unable to attend), then providing it is one of the genuine emergencies listed, you may source your own contractor. However, we will need to see evidence that you have contacted the below numbers in the first instance by phone / text and allowed for a reasonable response time.

Please ensure you receive a detailed invoice or receipt and provide to it to us as quickly as possible so that we may arrange reimbursement.

For England, please contact head office on lettings@isla-alexander.co.uk or 0800 058 4488.

For Wales please see the information below:

Plumbing and Gas

The following scenarios are considered to be genuine emergencies:

  • Escape of water, where the leak can not easily be contained. Please turn off your stopcock as soon as possible.
  • Smelling gas or a carbon monoxide alarm is sounding constantly. Initially, you must contact the National Grid on 0800 111 999, who will advise you accordingly.

* Please note that we don’t consider no hot water or no heating to be a genuine emergency that requires an out-of-hours call-out. Even over festive periods, our Maintenance Team pick-up and progress such reports and will arrange for a contractor to attend as quickly as possible. Before reporting to us, please check if it’s just that your boiler pressure needs topping up.

Monicol Heating & Gas Services 07968 977796

Locks

The following scenarios are considered to be genuine emergencies:

  • Front door lock seized / broken – Bedroom locks seized / broken – Lost keys and no access to spares to gain access (you will always be required to pay for this)
  • Front or back doors not locking
  • Security problems following break-in

Curley Locks 07814814184

Electrical

The following scenarios are considered to be genuine emergencies:

  • No power in all or a significant part of the property, where nothing is tripped on fuse board. Please note, you will need to check with https://www.westernpower.co.uk/power-cut-information if there is a power cut in your area in the first instance.
  • Fuse board failure/continual tripping of power
  • Electrical burning
  • Fire alarms sounding continuously and not in need of battery replacements

Starlight Electrical 02920 888606

Building

The following scenarios are considered to be genuine emergencies:

  • Any structural problem which puts the safety of the contract-holders/neighbours/passers by in danger, such as a collapsing wall/ceiling, etc.
  • Any structural problem which compromises the security of the property

Nicol 07968 977796