Sometimes issues can’t wait until the next working day, which is why we’ve put all our essential emergency contacts and procedures in one place.

Important: Out-of-hours contractor call-outs are expensive and should only be used in genuine emergencies. If a contractor is called out unnecessarily, the cost may be passed on to you.

Taylor Ross – 01522 528000

Option 2 – Non-urgent issue: Leave a voicemail.

Option 3 – Emergency: Your call will be forwarded to our out-of-hours handler.

Emergencies include:

• Gas leak or suspected carbon monoxide
• Severe water leaks or flooding that cannot be contained
• Structural damage from storms (e.g., falling roof tiles or broken windows)
• Fire or fire damage
• Unsecure property due to damage (e.g. broken external doors/windows)

Not considered an emergency:

• Boiler breakdown (no heating/hot water)
• Containable leaks (e.g., slow dripping pipes)
• Loss of power due to a power cut or consumer unit tripping (not caused by fire)
• Blocked drains or toilets (unless there is no working toilet in the property)

Please use common sense. If it’s something that can wait, it’s not an emergency.

During our opening hours, if you have lost your keys or are locked out, we may be able to help let you back into your property, to check, please contact Taylor Ross.

If however, we aren’t available or we are closed, you will need to organise a locksmith to regain entry to the property.

(If the lock is changed as a result, you will need to provide Taylor Ross with replacement key(s) within 48 hours.)

If this issue is with the lock, and not a loss of keys or being locked out, please contact Taylor Ross and select option 2 to report this.

In the event of a fire, leave the property using the nearest escape route. Do this in a calm and safe manner, closing any doors behind you. Make your way to the designated assembly point (if there is one) or to a place a safe distance from the property.

When it is safe to do so, call 999, ask for Fire and Rescue and report the fire to them. Once you have done so, please contact Taylor Ross and select option 3 to report this.

Do not stop or go back into the building to collect any personal belongings.

Do not return to the building until told to do so by Fire and Rescue.

If you smell gas or suspect a gas leak, immediately call the National Gas (Emergency) on 0800 111 999. This line is available 24/7. You should also take steps to ensure your safety, including extinguishing any naked flames, turning off electrical switches (if safe to do so), and ventilating the area by opening windows and doors.

Do not use gas appliances again until inspected and approved by a Gas Safe registered engineer.

Once you have reported this to National Gas, please then report this to us through your Arthur Online portal. We will then arrange for one of our approved contractors to attend and carry out any works when we are open.

If your carbon monoxide alarm sounds, please turn off the gas appliance (if it’s safe to do so), open doors and windows to let air in and then take everyone, including pets, outside into fresh air. (It is important to act quickly).

Call the National Gas (Emergency) on 0800 111 999 and report that your carbon monoxide alarm is sounding. This line is available 24/7. Do not re-enter the property until emergency services say it’s safe to do so. Do not use gas appliances again until inspected and approved by a Gas Safe registered engineer.

Seek medical advice if anyone has symptoms like: headache, dizziness, nausea or vomiting, confusion or difficulty breathing. Call NHS 111 or go to A&E/call 999 and ask for an ambulance if symptoms appear or you suspect someone of having carbon monoxide poisoning.

Once you have reported this to National Gas, please then report this to us through your Arthur Online portal. We will then arrange for one of our approved contractors to attend and carry out any works when we are open.

If you experience a loss of heating please report this through your Arthur Online portal.

If the loss of heating occurs Friday or Saturday evening, please contact Taylor Ross and select option 2 to report this and we will aim to deliver some portable heaters until one of our approved contractors can attend.

If you experience a leak which you can contain, please report this through your Arthur Online portal. If the leak is not containable, please contact Taylor Ross and select option 3 to report this to us.

If the issue is with an electrical appliance that no longer works, please report this through your Arthur Online portal. If the issue is with a fire alarm or anything else electrical, please contact Taylor Ross and select option 3 to report this.

Please note, a power cut doesn’t constitute an emergency, please check National Grid or by calling 0800 6783 105 before reporting a loss of power to us.

If damage has been caused to the windows, doors or glazing at the property, please contact Taylor Ross and select option 3 to report this to us so that we can arrange for an approved contractor to temporarily board the damaged area.

Once the situation is stable, please leave us a message and report it via your Arthur Online portal so we can arrange further repairs as needed.