Guidance when facing an emergency

The CoreProp Group offer 24/7 emergency care to all our managed occupiers.

• With any repair, during our standard office hours, which are Mon to Fri 8.15am – 6.15pm, please contact us by email at repairs@coreprop.co.uk
• Out of office hours, please follow the guidelines below on this webpage. If an issue is reported to us out of office hours and is not an emergency, then the matter will be picked up by the team the next working day.
• Please ensure that if you engage one of our Emergency Contractors you email repairs@coreprop.co.uk notifying us of the call out and the issue reported.

If you have a genuine emergency out of office hours, please follow the below guidelines:

Fire

If there is a fire, please call the emergency services immediately on 999 and follow your fire safety strategy.

If you are certain that there is a false alarm, please call Profire on 020 3302 9737 or the company who are labelled on your communal fire panel to reset / silence the panel.

Water leaks / Roof leaks / Major Plumbing Issues / Boiler Failure

If there is a significant pipe leak within the property and you consider it to be a genuine emergency, please try to turn off the water supply at the stopcock or call the fire brigade on 999.

If the leak is coming from an adjoining flat, please try to contact the neighbours direct in the first instance.

If your boiler is not functioning please check the water pressure is above 1 Bar and the ignition light is on.

If there is no water to your property please check with a neighbour and your supplier to see if it is a water outage in the area i.e Affinity Water here.

If there is severe water ingress coming from a roof or gutters (or any external source), then please call our contractors whose number is below, who will attend as soon as the weather allows safe access to remedy the cause.

If the matter is still considered an emergency (i.e cannot wait until the next working day), then please call our out of hours contractor on 0208 050 5070 and confirm that you are an occupier of a building managed by The CoreProp Group.

Suspected Gas Leaks

If you suspect a gas leak or your carbon monoxide detector sounds then please call the National Grid Emergency Service on 0800 111 999 (24/7).

Please also open the windows to the property.

Access Issues inc Lock & Fob failure

If you misplace your keys or lock yourself out of the property, it is the occupiers’ responsibility to have a spare set with a friend, neighbour etc. CoreProp do not provide a key holding service unfortunately and will not be able to assist.

If the matter is still considered an emergency (i.e cannot wait until the next working day) and you require a locksmith or a fob specialist, then please call our out of hours contractor on 0208 050 5070 and confirm that you are an occupier of a building managed by The CoreProp Group.

All lifts should have emergency call buttons which will alert the lift maintenance company of any incident.

Electrical Issues

Please first check if there is an outage in your area. In London, UK Power Networks can be contacted here.

If you still have no electricity and are certain it is a localised issue to your property, and you have checked your fuse box, then please call our out of hours contractor on 0208 050 5070 and confirm that you are an occupier of a building managed by The CoreProp Group.

Drainage Issue

If you have an severe blockage causing damage to the property, then please call our out of hours contractor on 0208 050 5070 and confirm that you are an occupier of a building managed by The CoreProp Group.

For all other emergencies

Please call our 24/7 emergency contractor on 0208 050 5070 (out of hours) or The CoreProp Group’s 24/7 helpdesk on 020 8050 5060.

Please always email repairs@coreprop.co.uk as this inbox is frequently monitored and runs on advanced ticketing software to point your issue in the right direction.

Please note that if an emergency contractor attends unnecessarily then you will be liable to cover the cost of the invoice.