Prolet’s Emergency Procedures
Living in any property, whether owned or rented, can result in emergencies. From leaking water to power cuts, it can sometimes be tricky to know what to do and who to call.
We’ve gathered together a checklist and handy guide to help our tenants. Based on all the different queries, concerns and panicked calls we’ve had over the years, why not print a copy and tape it to the fridge.
If you are a Prolet tenant, follow our list of emergency procedures for what to do and who to call.
Is it an EMERGENCY?
Lots of things can go wrong and can feel like an emergency.
However, emergencies that pose a threat to life always take priority. So if:
- There is a fire or
- You can smell gas
Follow the 3 step plan:
1 – GET OUT OF THE HOUSE
Securing the safety of those in the house comes first. Do not stop to collect items or make calls. Shut but don’t lock doors on your way out. Do not turn electric switches on or off. Do not smoke or use naked flames.
2 – CONTACT THE EMERGENCY SERVICES
When you are clear of the property contact:
- Gas leak – National Gas Emergency Service 0800 111 999
- Police/fire/ambulance 999
3 – CONTACT PROLET
Call 01603 763363 and speak to a member of staff during office hours, or leave a message
For Any Emergency
For any emergency, as soon as is practical, please call Katrina Harrison or Rochelle Warren on 01603 763363. Office hours are Monday to Friday 9am to 5pm and Saturday 9.30am to 12pm.
Out of Hours Emergency Contacts
PLEASE: Only call the emergency numbers if you have tried to rectify any problems where possible and safe to do so. This will mean that real emergencies get the priority attention needed. All contacts are for 24 hour, 7 days a week emergencies.
In an emergency, we always want to help. However, it is worth noting that tenants will be responsible for the cost of emergency call-outs if:
- The repair is due to negligence or misuse on the part of the tenant or
- The repair is not considered to be an emergency.
Emergency electricity failure 0845 6014516
Water supply and overflowing external sewage – Anglian Water 0800 145145
Gas safe engineer & plumber – Sovan Gas 07885 244138
Locksmith – Thorpe Locks 07901 544526
Plumber – Mark Rush 07831 673306
Glaziers – City Glass 01603 510437 or 07946 430735
Police non-emergency – 24 hours – 0845 456 4567
Additional Emergency Guidance
IN THE CASE OF FIRE
- Always use the fire blanket first where provided – Report all used fire extinguishers and blankets to Prolet
- Do not use any extinguisher for frying pan or fat fires
- Leave the property as quickly as possible, shutting but not locking all doors
IN THE CASE OF A GAS LEAK
If you know where the gas supply is, turn it off – this will be either inside the property, kitchen or under the stairs or in a box on the side of the house. However, if you do smell gas don’t waste time trying to find it, if it stops you leaving the house. Find out now where your supply is now, in case you should ever need it.
Phone Prolet on 01603 763363 to advise of the situation as a follow up visit by a Gas Safe Engineer may be required. Transco may disconnect the supply for safety reasons but will not generally carry out any required repairs/leaks.
IN THE CASE OF A WATER LEAK
Turn off the water supply at the internal stopcock or external stopcock
IN THE CASE OF A POWER CUT
If you have a power cut please telephone EDF, your local electricity distribution company or your electricity company provider, ie, N Power, E-On, etc.
Please check that your fuse board has not tripped out.
- The main switch may have tripped. If this is the case, please reset the fuse board.
- The sockets may have tripped. In this case, unplug all appliances and then re-set. If this solves the problem then you may have a faulty appliance. Please then plug in each appliance to establish the faulty one.
- If it’s your Landlords appliance as listed in the inventory, please inform Prolet at the earliest convenient time.
Common Faults and Repairs
If you have a pilot light please ensure this is alight and has not blown out. There should be instructions on the boiler on how to reset and relight the boiler. Alternatively you may have an instruction booklet. If none of these are available type ‘how to reset by (MAKE:MODEL) boiler’ into your search engine.
Ensure all radiator valves are switched on and thermostats turned up if the radiators do not appear to be heating up. Do not attempt anything other than re-setting/re-lighting the pilot. Please ensure also that the boiler isolation on/off switch has not accidentally been switched off.
For all other boiler maintenance or repairs during office hours please contact Prolet on 01603 763363
If washing machines are not finishing the cycle or draining please check the filter is not blocked. The most common problem with washing machines are blocked filters, which is an easy fix.
Filters are usually easy to find. This can be an obvious front filter, or in the case of a fitted machine they might be hidden behind the kick-strip at the front. If you are struggling to lockage the filter, put ‘how to find the filter on my (Make:Model) washing machine’ into your search engine.
Blocked kitchen and bathroom drains
Please check there are no obvious blockages, food debris down kitchen sinks or hair blocking bath and shower wastes by using products such as drain cleaners or a plunger. Sometimes running boiling water down the drain can help to clear a minor blockage.
Pest control – Norwich City Council 0344 9803333
Please report any pest issues to Prolet immediately as they can lead to escalating problems.
It’s worth noting that charges may be passed back to tenants if pest issues or infestation is down to tenant negligence. This could be as the result of overflowing bins or not cleaning the property thoroughly and regularly.
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