Emergency Reporting Procedures

For the Plymouth, Devon and Cornwall Areas

In the event that you suffer an OUT OF OFFICE HOURS emergency, please read these notes very carefully. All maintenance issues MUST be reported via your Property File account in the first instance and this will be sent to the Out of Hours Team.

Please be aware that if a Contractor attends for any reason during out of office hours and it is not deemed an emergency, then you could be charged a call out fee.

Please be aware that Cross Keys Estates are based in Plymouth, Devon and have no association with any other agents of the same, or similar name in the UK.

GAS

If anyone smells gas, feels unwell or suspects Carbon Monoxide they should contact National Gas Emergency Services on 0800 111 999 (Available 24 hours a day, 7 days a week, 365 days a year).

In the event that you have no heating between the months of October and March (before midnight) or any hot water (before midnight), please make a report via your Property File account, which will trigger a report to our on call team. After making the report via Property File you can also call Cross Keys Lettings Office on 01752 500099 or, if the office is closed, the Emergency line on 07984 634 148.

ELECTRICITY

For power supply issues call Western Power Distribution on 0800 6783 105 (24 hours a day, 7 days a week, 365 days a year).

In the event that you suffer an electrical emergency, please call Matt or Ben of Countrywide Electrical Testing Limited on 01752 936 166 (diverts to duty electrician). Click HERE to visit their website.

GENERAL MAINTENANCE

For emergency out of hours assistance with non-gas or non-electric issues, please call 07984 634 148 (manned during out of office hours).

PLEASE NOTE

The out of hours emergency line is ONLY available when the office is closed. Please see our office opening times below. All maintenance reports, including emergencies must be reported via your Property File account and can be followed up by way of a telephone call to our Lettings Office on 01752 500099 (during working hours) or the Emergency Line (during out of office hours). 

To give some guidance as to what an emergency is classed as, please see below:

Security issues, broken windows, locks to main entrance doors (if you have locked yourself out then a call out charge will be made for a Locksmith to attend), power outs, water leaks, heating between October to March (before midnight), hot water (until midnight), exterior water ingress (if accessible and safe to do so), gas leak, providing access for authorities (fire service, police and ambulance).

All maintenance issues should be reported in the first instance via your Property File account. If you do call any of the emergency numbers they should only be used in the event of a genuine emergency as you may incur a call out charge if it is subsequently deemed to be of a non-urgent nature.

Our office opening hours are: