Emergency guidance
Use this section if you need clarity on what counts as an emergency and what to do next.
An emergency is something unforeseen that could cause serious damage, pose a genuine safety risk, or leave the property uninhabitable if not dealt with urgently.
Out of hours, contractors will normally carry out minimum make-safe work and return during normal hours to complete repairs.
You must take reasonable precautions to limit damage, including:
- Switching off water/electricity where safe (stop tap guidance here)
- Attempting to contact neighbours if a leak originates from another property
- Following guidance in our support videos or from utility suppliers
Tenant-like manner (Warren v Keen): you are expected to take sensible steps to protect the property and prevent avoidable damage. Where contractors are not available, you may need temporary arrangements (police, suppliers, locksmith/glazier) to make the property safe until we reopen.
Loss of electrical power
You must contact your energy provider first to rule out supply issues.
No water
Please call Anglian Water first on 08457 145 145.
Burst pipes / severe leaks
Turn off the water supply immediately. If your internal stop tap is seized, contact your water supplier for guidance. Stop tap guidance here.
Property not secure following a break-in
Out of hours, you may need to contact the police and/or an emergency glazier/locksmith directly.
No heating when the temperature is below freezing
Parts may need to be ordered, and heating issues may not be fixable immediately.
If you choose to instruct your own contractor outside office hours, you must:
- Email emergency@primechoiceproperties.co.uk with full details and photos where possible
- Provide a copy of the invoice and a brief report confirming what work was carried out and why immediate attendance was necessary
There is no automatic right to reimbursement. Any contribution will only be considered (at the landlord’s discretion) where:
- the situation was a genuine emergency
- the action taken was reasonable and necessary
- the cost is proportionate
If the issue is later found not to be an emergency, or reasonable steps were not taken first, you will remain responsible for the full cost.
These tradespeople are independent and may not always be available out of hours. Wherever possible, contact the office during opening hours.
Plumbing & Heating
• Corvee – 07379 221 759
• LAJ Plumbing – 07701 082 783
Security boarding
• Kettering: Norlox – 07786 595 181
• Rushden: DBS – 07938 584 746
Electrical
• Rushden: Danny – 07752 630 350
• Kettering: East Coast Electrical – 07547 560 733
If you have lost your keys or locked yourself out, you must contact a locksmith directly at your own cost. Prime Choice does not offer an out-of-hours lockout service.
You will be responsible for supplying the office with two full sets of keys if the lock is changed.
