Out of Hours Emergency Guidance
YOU MUST NOTIFY THE OFFICE IMMEDIATELY OF ANY OUT-OF-HOURS EMERGENCY BY EMAILING:
EMERGENCY@PRIMECHOICEPROPERTIES.CO.UK
Please include clear details of the issue (with photos or videos where appropriate) and your full name, address, and contact number. You must also call the office as soon as we are open so we can follow up.
We strongly recommend reviewing the support videos provided on our website. Many common issues—such as boiler reset faults, frozen condensate pipes, or loss of power due to a tripped fuse—can be resolved within minutes.
What is an Emergency?
An emergency is something unforeseen that could cause serious damage to the property, pose a genuine safety risk, or leave the property uninhabitable if not dealt with urgently.
Emergency repairs generally relate to essential services such as power and water. Contractors attending out of hours will normally carry out minimum make-safe work and return during normal hours to complete repairs (when it is safer, less disruptive, and charged at standard rates).
Your Responsibilities in an Emergency
You must take reasonable precautions to limit damage, including:
• Switching off the water or electricity where safe to do so
• Attempting to contact neighbours if a leak originates from another property
• Following any guidance provided in our support videos or from your utility suppliers
Tenant-like manner:
In line with your legal obligation to act in a tenant-like manner (Warren v Keen), you are expected to take sensible steps to protect the property and prevent avoidable damage. We will address emergencies as practically and promptly as possible (during office hours); however, contractors may not be available during the night or at weekends. In such cases, you may need to make temporary arrangements yourself—such as contacting the police, your energy/water supplier, or an emergency locksmith/glazier—to make the property safe until we reopen.
This ensures the property is protected and avoids unnecessary loss for both you and the landlord.
Examples of Emergencies
• 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—who can advise how to isolate the supply from outside the property.
• Property not secure following a break-in
(e.g., smashed windows, damaged doors).
Please note: Out of hours, you may need to contact the police and/or an emergency glazier or locksmith directly to make the property safe.
• No heating when the temperature is below freezing
Please note: Parts may need to be ordered, and heating issues may not be fixable immediately.
If you instruct your own contractor (important)
If you choose to instruct your own contractor outside office hours, you must:
• Email emergency@primechoiceproperties.co.uk with full details of the issue and photos where possible; and
• Provide a copy of the invoice and a brief report confirming what work was carried out and why immediate attendance was necessary.
Authorising your own contractor is entirely at your discretion as tenant. There is no automatic right to reimbursement, and any request for a contribution towards costs will only be considered, at the landlord’s discretion, where:
• the situation was a genuine emergency;
• the action taken was reasonable and necessary to prevent further damage or risk; and
• the cost is proportionate.
If the issue is later found not to be an emergency, or if reasonable steps were not taken first (for example, contacting the relevant utility provider or isolating the supply where safe to do so), you will remain responsible for the full cost. Routine, excessive or unjustified call-outs will not be reimbursed under any circumstances.
Emergency Contractors (Subject to Availability)
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 (to secure property after a break-in)
• Kettering: Norlox – 07786 595 181
• Rushden: DBS – 07938 584 746
Electrical
• Rushden: Danny – 07752 630 350
• Kettering: East Coast Electrical – 07547 560 733
Lockouts
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.
