🆘 What to Do in an Emergency – A Guide for Silver Oak Property Tenants

At Silver Oak Property, we’re here to support you during your tenancy. While we do not operate a 24/7 emergency call-out service, we want to make sure you know exactly what to do in case of a genuine emergency at your home.

Below is a guide to help you understand what is and isn’t classed as an emergency, and how to deal with urgent situations when we are unavailable.

🚨What Counts as an Emergency?

An emergency is a situation that poses an immediate risk to your health, safety, or the structure of the property. Examples include:

• Major water leak or burst pipe that cannot be contained

• Complete loss of heating in winter months (October to March)

• Total loss of electricity (not caused by a supplier issue or tripped fuse)

• Blocked or overflowing toilet (where there is only one toilet in the property)

• Smell of gas or suspected gas leak

• Fire or serious structural damage (e.g. roof collapse, unsafe ceilings or walls)

• Break-in or forced entry where the property is not secure

• Unsafe electrical wiring (sparking sockets, exposed cables, burning smell)
  

🧰 What Isn’t an Emergency?

While inconvenient, the following are not considered emergencies and will be dealt with during working hours:

• Boiler not working during warmer months

• Dripping taps or minor leaks that can be contained

• Appliance breakdowns (washing machine, cooker, etc.)

• Lost keys or locking yourself out (unless there's a security risk)

• Damp or mould unless causing immediate health risk
  

📝 What to Do if You Have an Emergency

If you experience an emergency outside normal office hours, here’s what to do:

1. Stay safe first. Turn off the water at the stop tap or electricity at the consumer unit if needed.

2. Try contacting us. While we are not always available out of hours, send a text or email. We may respond if we're able.

3. If urgent and we cannot be reached, you may:

   • Call the emergency services (for fire, serious injury, gas leak)

   • Contact a qualified contractor to carry out temporary works to make the property safe or prevent further damage.

   • Keep full details of any action taken, including photos and receipts. You may be reimbursed for reasonable emergency costs if we agree they were essential and unavoidable.
     

⚠️ Important Contacts

• Gas emergency number: 0800 111 999

• Electricity power cut (Western Power): 105

• Water (Welsh Water): 0800 052 0130

• Police (non-emergency): 101
  

💬 When We’re Back in Office

If the issue is not urgent, please report it through our standard maintenance reporting channels. We'll respond as soon as possible during our working hours.

Thank you for your understanding – and remember, planning ahead (like knowing where your stop tap is) can make a big difference during a stressful situation.