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

At Silver Oak Property, your safety is our priority. If an emergency occurs, please follow the guidance below to protect yourself and the property.

Office Hours

Our office is open:

Monday to Friday, 10:00am to 5:00pm.

During office hours, please report all maintenance issues through the PayProp Tenant Portal. If you are unable to access the portal, you can contact us by telephone, text message, WhatsApp or email.

Out of Hours Emergencies

Outside office hours, you can still report an emergency by telephone, text message, WhatsApp or email. Please note that messages received outside office hours are normally reviewed on the next working day and we cannot guarantee that telephone calls will be answered.

If the emergency presents an immediate risk to life or serious damage to the property, you should take immediate action to make the situation safe where possible and contact the appropriate emergency service or utility provider before notifying Silver Oak Property.

Unless there is an immediate emergency requiring urgent attendance, please report the issue to Silver Oak Property first so that we can assess the problem, contact the landlord where required, and coordinate the repair.

What Is an Emergency?

An emergency is a situation that presents an immediate risk to people or could cause significant damage to the property if not dealt with promptly.

Examples include:

• A gas leak or the smell of gas.

• A fire.

• Flooding caused by a burst pipe or major water leak.

• A complete loss of electricity where it is not a supplier issue.

• A major roof leak allowing significant water into the property.

• A property that cannot be secured following a break in.

• A dangerous structural issue.

The following are not normally considered emergencies and should be reported through the PayProp maintenance system:

• Dripping taps.

• Minor leaks.

• Blocked sinks.

• Faulty appliances.

• Cosmetic repairs.

• General maintenance issues.
  

If You Smell Gas

If you smell gas:

• Open doors and windows.

• Do not smoke or use naked flames.

• Do not operate electrical switches.

• Turn off the gas supply if it is safe to do so.

• Immediately contact the National Gas Emergency Service on 0800 111 999.

• Once everyone is safe, report the issue to Silver Oak Property.
  

Water Leaks or Flooding

If safe to do so:

• Turn off the water supply at the stop tap.

• Turn off the electricity if water is affecting electrical fittings.

• Move valuable belongings away from the affected area if it is safe.

• Report the emergency to Silver Oak Property as soon as possible.
  

Electrical Problems

If you have no electricity:

• Check whether there is a local power cut.

• Check your consumer unit (fuse board).

• Reset any tripped circuit breaker if it is safe to do so.

• If the issue continues and is not caused by your electricity supplier, report it to Silver Oak Property.

Never attempt electrical repairs yourself.

Fire

If there is a fire:

• Leave the property immediately.

• Call 999 and ask for the Fire and Rescue Service.

• Do not re enter the property until it has been declared safe.

• Notify Silver Oak Property once everyone is safe.
  

Lost Keys or Lock Outs

If you lose your keys or become locked out of the property, this is normally the contract holder's responsibility. Please contact a locksmith directly if immediate access is required.

Reporting an Emergency

When reporting an emergency, please provide:

• Your full name.

• The property address.

• A contact telephone number.

• A clear description of the problem.

• Photographs or videos, where it is safe to do so.

This information helps us arrange assistance as quickly as possible.

What Happens Next?

All maintenance reports are recorded within our PayProp maintenance system, regardless of whether they are reported through the portal, by telephone, text message, WhatsApp or email.

For fully managed properties, Silver Oak Property will:

• Assess whether the issue is an emergency.

• Contact the landlord as soon as reasonably possible.

• Instruct a suitably qualified contractor where appropriate.

• Keep you updated throughout the process.

• Record all communications, photographs, contractor reports and invoices.

• Arrange any follow up repairs required once the property has been made safe.

Where there is an immediate risk to life or serious damage to the property, emergency works may be instructed without prior landlord approval to ensure the property is made safe. The landlord will be informed as soon as reasonably practicable.

If our preferred contractor is unavailable, another suitably qualified and appropriately insured contractor may be instructed.

Approved Emergency Contractors

Where immediate action is required to prevent injury or serious damage to the property, and you are unable to contact Silver Oak Property, you may contact one of our trusted contractors directly. Please notify Silver Oak Property as soon as reasonably practicable so that we can update the landlord and record the maintenance issue.

• Gas Engineer S W A Gas Services - Scott Ashford Mobile: 07929 212990
  

• Electrician Tomasz Kolacz Mobile: 07791 274929
  

• Locksmith GG Locksmith Mobile: 07957 443745
  

• Plumber Eliot Boswell Mobile: 07896 885721
  

• General Building and Roofing Chris Handyman Property Maintenance Mobile: 07854 852871
  

If your emergency relates to heating or boiler problems, please check the most common boiler issues first. Many can be resolved quickly by you. Click here to see the common combi-boiler issues and what you should do.

Remember

Your safety always comes first.

If there is an immediate danger to life, always contact the emergency services by calling 999 first. Once everyone is safe, please notify Silver Oak Property so that we can assist with any necessary repairs and keep the landlord informed.