We hope you have no problems with your rental property outside of the Cannon & Brown Sales & Lettings opening hours however there may be times you need to report something out of hours, this guide will document what is classed as an emergency, what would be classed as a legitimate out of hours call and what you can do to report general maintenance issues.

We want to ensure in the event of an emergency you can contact someone.

Emergencies

If you smell gas or think there is a gas leak, please call the gas emergency services on:

0800 111 999

 If you have had a power cut?

Call 105 to reach your local network operator, they should be able to help.

What is not considered an emergency?

• Normal central heating and boiler issues.
• Normal wear and tear, general maintenance, damp issues, pests such as mice etc.
• Appliances that have stopped working – please note that the tenancy agreement states should any items require repair, or be beyond repair, the Landlord does not undertake to pay for any costs of repair or to replace the appliance, except those which the Landlord is required by law to maintain.

The above issues will need to be reported the next working day or via your client portal. More information on the client portal can be found at the bottom of this article.

Locksmith

If you have locked yourself out of the property this is not the responsibility of Cannon & Brown or the landlord, you will need to contact a locksmith yourself and arrange for the correct number of keys to be supplied to Cannon & Brown.

What is an emergency?

To summarise an emergency is something that would endanger life or property unless responded to promptly. When emergency repairs happen, the priority is to ensure safety and a permanent fix may be completed later.

Some examples:

If there is a serious water leak that cannot be stopped and cannot wait until the next working day.

Securing the property after a break in if security is compromised, a police crime reference number will be required.

If a lock has malfunctioned, please note if he decides there is nothing wrong you may be charged for this call out.

If there is only one toilet in the property and it is out of action.

If there is a vulnerable person considered to be in the property and heating/water is out between November and March.

Any structural damage.

What is classed as Out of Hours?

Contact details for Cannon & Brown Out of Hours?

If you feel there is a genuine out of hours emergency for Cannon & Brown to deal with then please call 07921561633 or 01733 777240.

Client portal & Reporting general maintenance queries:

All tenants are also provided with the client portal, we recommend book marking it as a favourite on your phone, alternatively the link is:

https://cannonandbrown-client-portal.apex27.co.uk

Username: This is your email address.

Password: You will have set this up, this can be reset if you have forgotten it.  

Within the client portal you can:

• View and update your personal details
• Update password
• See branch details
• View your documents including your tenancy agreement
• Tenancies:
  • Report maintenance issues
  • See when inspections have been scheduled
  • View all tenancy related documents

  • View Electrical and Gas Certificates and when these are due to expire.