When something goes wrong in your rental such as a burst pipe, no heating, or an electrical fault, it can feel stressful and confusing. The good news is, you're not alone!
At Metro Homes, we're here to help our tenants know exactly what to do in a maintenance emergency so you can stay safe and get things sorted quickly.
What counts as a maintenance emergency?
An emergency is something that:
- -Poses a risk to your safety or health
- -Could cause serious damage to the property
- -Means the property is unhabitable until fixed
Common examples include:
- -Burst or leaking pipes (especially near electrics)
- -No heating or hot water in cold weather
- -Electrical faults, sparks, or exposed wires
- -Blocked or overflowing toilets (when there is only one in the property)
- -Being locked out
- -Broken windows or doors affecting security
If the issue is urgent and could get worse, treat it as an emergency and report it immediately.
Step 1: Stay Safe
Before doing anything else:
- -Turn off the water supply if there's a leak (the stop tap is usually located under the kitchen sink).
- -Switch off the electricity at the mains if you see sparks or flooding near sockets.
- -Avoid touching electrical appliances or standing water.
- -If there is a fire, gas leak, or immediate danger, call 999.
Your safety comes FIRST!
Step 2: Report the Emergency
Once you're safe, contact Metro Homes straight away.
It it's during office hours, call us directly but, for our of hours issues, follow our emergency contact instructions (listed in your welcome pack or tenancy documents)
Be ready to provide:
- -Your name and address
- -A description of the problem
- -How urgent it is
- -Photos or videos if possible
The more details you share, the faster we can get the right contractor to you.
Step 3: Know What's Not an Emergency
Some maintenance issues, while inconvenient, aren't classed as emergencies.
These include:
- -Dripping taps
- -Broken light bulbs
- -Minor appliance faults (e.g. one ring on the hob not working)
- -Cosmetic issues like marks on the walls
You can still report these through our Metro Homes app, and we will arrange for them to be fixed as soon as possible, just not immediately.
Step 4: Help Prevent Future Emergencies
A few simple habits can help avoid bigger problems later:
- -Check taps and pipes for small leaks
- -Don't overload sockets or use damaged plugs
- -Keep gutters and drains clear of leaves (if accessible)
- -Let us know about maintenance issues before they get worse
Prevention is always easier and cheaper than a repair.
Final thoughts
Emergencies happen, but knowing what to do makes all the difference.
At Metro Homes, we take maintenance seriously. Whether it's a burst pipe, or a blown fuse, our team will work quickly to get things back to normal.
If you're ever unsure whether something counts as an emergency, call us and we'll advise you.
Rhiana Stebbings
Metro Homes Lettings ltd
rhiana@metro-homes.co.uk
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