Help! In brief:
- Tenants / Landlords or Contractors please use repairs@astonvaughan.co.uk
- For viewings, valuations or general enquiries please use info@astonvaughan.co.uk
- For all accounts queries please use accounts@astonvaughan.co.uk
For urgent queries call 01273 253000 (24/7)
Working hours help
Our office hours at Aston Vaughan are Monday to Friday from 9.00am until 5.30pm. Your tenancy agreement will explain that assistance during these hours is available to you.
We take our duty of care to you very seriously. The landlord has an obligation to uphold the terms of the tenancy agreement, but this does not always include an immediate solution, although reasonable action must be taken within a ‘reasonable time frame.
Out-of-hours help
Don’t panic! Our out-of-hours service is available on 01273 253000 with a recorded message to refer you to someone who may be able to help, but NOT necessarily immediately. Although we want to do our best, an instant response cannot be guaranteed either.
Please remember that, although we understand your frustration, abuse is not acceptable.
Help Line: 01273 253000
Any landlord has a duty of care to those renting their properties. The landlord must maintain the property to a high enough standard to ensure your health and safety. By law.
As a property management company, we support the landlord to help deal with the maintenance, support, negotiation, and administration necessary.
We at Aston Vaughan have an unwavering belief in building effective working relationships with you, your landlord, and trades specialists. ARLA registered, we’re regulated, consistent and accountable.
Out of hours
Do call us as soon as you spot a problem. If it is out of hours, a message will give you clear information about what is classified as an emergency or a life-threatening situation.
For example, if it’s a leak or a flood, your call can be connected to a local plumber who will be able to assess the urgency of the situation. Their professional assessment may lead to a phone call. An immediate call-out appointment is booked only if immediately necessary, or a genuine emergency.
What is an emergency?
- Danger to life (fire, or the smell of gas)
Or
- If not immediately attended to, the issue will cause considerable further damage (such as a serious water leak).
Gas and water leaks
Turn the water OFF!!
You need to know where your ‘stop cock’ is. It turns off the water to the property whilst the leak can be sorted out. It’s so important it’s in the tenancy agreement!
If there’s a serious leak and you do not turn off the water you may be asked to pay for any damage that could have been prevented.
If you’re not sure how to do it, you can check it out on YouTube.
Here’s where a stop cock is usually found:
- Under the kitchen sink
- In any cupboard in your hallway
- In the cellar
- Behind the washing machine
- Under the floor by the front door
- In the front garden near the pavement
- Close to the gas meters
- Boiler room or plant room (if you have a commercial property)
Can’t find it? Neighbours sometimes know, so it’s worth asking.
The image show you what a mains water stopcock in your property looks like.
Gas leaks or smell gas
Don’t wait. IMMEDIATELY call 0800 111 999 the National Gas Emergency Service.
- DON’T turn on lights or any electric switches. Turn the oven OFF.
- DON’T strike a naked flame like matches or cigarettes.
- OPEN windows and doors
- FIND the gas meter, turn off the gas.
- GET EVERYONE OUT of the house
3 top tips of what’s NOT an emergency – but we still help
Getting locked out
Desperately inconvenient – and we’ve all done it- it’s not life-threatening….If we’re shut, you can call a 24-hour locksmith, which may be expensive for you, or stay with a friend. You can tell us when we open. Don’t forget, you can ask your landlord for a spare set of keys to leave with a trusted neighbour.
Broken washing machine
It’s very annoying when a machine won’t work – but it’s not classified as emergency, sorry.
A beeping smoke detector keeping you awake
- SEE SMOKE, call 999
- GET OUT of the house, alert others if you can
- NO SMOKE? Some fire alarms run on batteries. The battery could be low.
Dealing with trades people
You can call in your own tradespeople in the case of an emergency. It will, however, be doing this at your own risk, so you may not be able to re-claim costs from your landlord. If called out at short notice, some tradespeople charge extra, and if their work is not up to a certain standard there could be costs to put things right. Insurance and warranties may also be affected.
Are you sure it can’t wait until the next day, when we can take the strain for you? We are here to help.
