Emergency maintenance information

If you smell gas or are worried about gas safety, you can call the National Gas Emergency Service on 0800 111 999 at any time, day or night.

Definition of 'Emergency'

An unforeseen event that if not dealt with quickly would, in the Helpline staffs’ reasonable opinion render the property unsafe/insecure; or cause further damage to the Property; or cause personal risk to the Tenant.

What should you do in the case of an Emergency and in order of priority?

Managed Service Tenants

1. If your Landlord has provided 24/7 insured maintenance/emergency cover (for example: British Gas Homecare™, Homelet Insurance cover, Homeserve Insurance cover, Heatteam Cover for Potterton boilers or any other insured/service contract arrangement), then please contact the relevant service provider as per the details previously supplied.

2. If the above has been provided by the landlord then no further emergency cover may apply and if you incur costs via Romans Helpline that are already covered by the insured cover then the cost will NOT be reimbursed.

ONLY in the event that the above has not been provided or the cover does not include the particular emergency being experienced, then please follow the procedure below:

Please note: This service is not free at the time of request and you will need to pay in advance. However, the costs will be known in advance, be reasonable, guaranteed for 12 months and you will be able to reclaim these costs from your landlord (assuming they are the responsibility of the landlord and not due to any act of negligence).

For free trouble shooting advice visit Homeserve.

3. Occasionally Homeserve experience a large numbers of calls and are unable to attend. If this is the case, please call one of the following alternatives:

British Gas on 0800 524 4856

The AA on 0800 197 4184

For the avoidance of doubt, and unless as a matter of last resort, you should not refer to the Yellow Pages or anything similar to call out a contractor who may charge extortionate rates, be of uncertain reputation and the Landlord may have little or no redress if they fail to do the job properly.

Please double check to ensure that your property is not already covered by British Gas, Home Let or Homecare cover and if it is, please call them direct in the first instance, or any other emergency cover provider as previously advised (consult your handbook for details).

Introductory Service and Rent Collection Service Tenants

Romans provide no management services so please follow the advice your Landlord has provided.