This guide brings together emergency steps, common fixes, and winter prevention tips in a clear, tenant‑friendly format. It covers:
Emergencies
Fix first‑aid
Prevention
Energy tips
1. If anyone is in danger or there is a fire: call 999. 2. Gas leak (smell gas or carbon monoxide alarm sounding): leave the property immediately and call National Gas Emergencies on 0800 111 999. 3. No electricity in your area: call 105 to check for a local power cut. 4. Major, uncontainable water leak or leak near electrics: turn off water at the stopcock if safe to do so, switch off power to affected circuits, then contact us. 5. Home insecure (broken lock/window) or break‑in: contact the police first (999 if crime in progress, 101 otherwise), then your property manager. What counts as an emergency • No water supply. • No power (and it is not a local outage). • No heating or hot water (emergency when a child under 5, elderly or vulnerable person lives in the home). • Uncontainable leaks or leaks affecting electrics. • Blocked toilet (only if it is the only toilet in the property). • Insecure property due to broken locks or windows. • Gas leak or suspected carbon monoxide exposure.
Please use the steps below so we can resolve issues quickly:
• If your landlord manages the property directly: contact them first using your tenancy contact details. • If your property is managed by Mackenzie Smith and your landlord has British Gas HomeCare: call British Gas on 0333 202 9798. • If no cover is in place and it is an emergency: call Aura Enterprises on 01252 929 318 (emergencies only – non‑urgent calls may be chargeable). • For general non‑urgent issues: email propertymanagement@mackenziesmith.co.uk.
Service
National Gas Emergencies (24/7): 0800111999
Power cut helpline (UK): 105
British Gas HomeCare: 03332029798
Aura Enterprises (emergencies only): 01252929318 Property Management (email): propertymanagement@mackenziesmith.co.uk Priority Services Register (PSR): www.thepsr.co.uk
Boiler / Heating • Check the boiler display for error codes and follow the manual. Try a reset if advised. • Check system pressure (typically 1.0–1.5 bar when cold). Re‑pressurise if safe and you know how. • Bleed radiators to remove trapped air (tenant responsibility). • Frozen condensate pipe? Pour warm (not boiling) water over the external pipe to thaw and insulate it. • No heating or hot water counts as an emergency only where a child under 5, elderly, or vulnerable person lives in the home.
Electrics • Check your fuse board/consumer unit for tripped switches and reset if safe. • If there is a local power cut, call 105 for updates. • If power loss is not a local outage and cannot be restored at the fuse board, this is an emergency.
Gas • If you smell gas or suspect a carbon monoxide leak, leave immediately and call 0800 111 999. • Do not operate electrical switches. Ventilate by opening doors and windows if safe. Plumbing • Find and label your internal stopcock (often under the kitchen sink). Practice turning it off/on. • Leaks near electrics or uncontainable leaks are emergencies. Turn off water at the stopcock. • Blocked toilet is an emergency only if it is the only toilet in the property. Security (locks, doors & windows) • If the property is insecure due to broken locks or windows, report immediately. • If a break‑in is in progress, call 999. Otherwise call 101 to report, then inform your manager.
Ventilation & condensation control
• Open windows briefly each day (short “air blasts”) to let moisture escape without cooling the home. • Always use extractor fans during and after cooking and showering; keep them running for 15–20 minutes. • Keep trickle vents open; don’t block air bricks or vents. • Wipe away condensation on windows and sills when it forms. • Keep furniture slightly away from external walls to allow airflow.
Heating habits
• Maintain a low, consistent background temperature in cold spells (often better for the building and energy use). • Avoid turning heating off completely in freezing conditions to reduce risk of frozen pipes. • Bleed radiators periodically; check boiler pressure and top up if you are confident and it is safe. Drying laundry indoors • Avoid drying clothes directly on radiators (causes condensation and uneven heating). • Dry laundry in a ventilated room; open a window slightly while drying. • Use extractor fans or a dehumidifier if available.
External checks & storm readiness
• Report overflowing gutters, dripping joints or downpipes during/after heavy rain. • After storms, check and report: loose roof tiles (from ground view), damaged fence panels/posts, displaced aerials/dishes, damaged sheds/outbuildings. • Keep pathways clear and non‑slip; store garden furniture and BBQs securely.
Plumbing & pipes
• Insulate exposed pipework where possible (especially lofts, garages and external runs). • Know how to turn off the stopcock quickly. • Report dripping taps or reduced water pressure early.
• Limit tumble‑dryer use; dry clothes in ventilated areas. • Wash at 30°C and reduce frequency where possible. • Run dishwashers only when full. • Turn off lights in empty rooms and switch off appliances at the wall (standby still uses power). • Boil only the water you need in the kettle. • Draught‑proof with curtains, rugs and blinds.
If you have a child under 5, are elderly, disabled, or have a medical condition, you may qualify for the free Priority Services Register. Benefits can include priority reconnection, advance notice of planned outages, accessible communications, help with meter readings, and nominee schemes for carers. Register at www.thepsr.co.uk.
