Emergency Maintenance

Tenants on Austin Hawk Managed Service

What to do in the case of an Emergency and in order of priority:-

At any time: If you smell gas or are worried about gas safety, you should call the National Gas Emergency Service Freephone number on 0800 111 999 at any time day or night.
During office hours (Mon – Fri: 8.30am – 5.30pm): Contact your property manager.

  1. Follow the emergency arrangements made by your landlord. For example, if your Landlord has provided 24/7 insured maintenance/emergency cover (for example British Gas or other insured product), then please contact the relevant service as per the details supplied.
  2. If no emergency arrangements are in place or they do not cover your particular emergency, please call Austin Hawk’s Emergency Helpline on 01264 350 508 & (option 0)
    Please note: This emergency service is free at the time of the request. However, if the emergency is due to any act of negligence or responsibility of the tenant then you will be liable to reimburse the cost of the call out and any works carried out.
  3. For the avoidance of doubt, you should only refer to the Yellow Pages or anything similar as a matter of last resort.

General cold weather advice
Please be aware that during periods of cold weather, the following precautions should be put into action if the above property is likely to be left vacant for any period of time.

Freezing temperatures can cause devastation to properties if pipes freeze and burst. Please be reminded to leave the heating on low, even if the property is unoccupied to look to prevent this from happening.

Water Systems
If it’s likely that your property will be empty for a significant period of time, turning off the water is not always sufficient as there is normally still a lot of water in the system which could cause damage. Please advise Austin Hawk if the property will be empty for any period longer than 14 days and check your insurance policy as Austin Hawk will also need to advise the Landlords of the situation so they can check their insurance policy as a plumber may be needed to drain down the system (water and central heating) to help eliminate this risk.

Insurance Obligations
Again, if a property is likely to be empty for a prolonged period, make sure that the Insurer’s obligations are not compromised and advise Austin Hawk s as “Empty Property Visits” may be required on a regular basis to provide independent photographic proof that the property has been monitored.
Some or all of the actions below may be required:-

  • Water to be turned off at the internal stopcock (in an attempt to prevent any further problems in case of an emergency, please be aware of the location of your stopcock and check that it is in working order)
  • All taps should be opened up to drain down the main water storage tank, this will not affect the central heating
  • Set the heating to a constant low (150C) 24-hour setting & open loft hatch 3-4 inches to allow heat into the loft space
  • For full protection the property should be drained down completely, we can arrange this on your behalf (please call the office for further details)

We recommend that you advise your insurers that the property will be vacant and check their terms and conditions. Romans cannot accept any responsibility or liability should any problems arise from frozen pipes or advice given.

Tenants on the Introductory Service and Rent Collection Service

What to do in the case of an Emergency:-
Please follow the advice your landlord has provided and in any doubt contact the Landlord directly.

❗️ Coronavirus (COVID-19) Update ❗️

In line with the HM Governments advice avoiding essential contact, we’ve got a number of staff in isolation so therefore planning to work from home in the near future.

This means the office may close in the near future but we remain working from home for those of our team who are able.

Important Information:
Exchanged and due to complete?
Do not worry. Your nominated contact will be on hand still, and on completion day, arrangements will be made for keys to be dropped off/collected using a safe method but avoiding face to face contact.

Viewed a property and wish to place an offer?
Contact details below and a member of staff will get in touch with you.

Wishing to arrange a property viewing or valuation?
Contact details below and a member of staff will happily take your details and assist.

A tenant moving into a property?
Your nominated contact will be in contact with you to discuss a safe method collecting keys for a smooth handover but avoiding face to face contact.

A tenant requiring maintenance?
E-mail lettings@austinhawk.co.uk and a member of staff will respond to you as quickly as possible.

Government confirm complete ban on evictions and additional protection for renters
For any tenants worrying about paying their rent due to the impact of Covid-19 please contact us at your earliest convenience by email to lettings@austinhawk.co.uk , to discuss a plan of action.

The government announced yesterday a radical package of measures to protect renters and landlords affected by coronavirus. As a result, no renter in either social or private accommodation will be forced out of their home during this difficult time.

Emergency legislation will be taken forward as an urgent priority so that landlords will not be able to start proceedings to evict tenants for at least a three-month period. As a result of these measures, no renters in private or social accommodation needs to be concerned about the threat of eviction.

Recognising the additional pressures the virus may put on landlords, the government have confirmed that the three month mortgage payment holiday announced yesterday will be extended to landlords whose tenants are experiencing financial difficulties due to coronavirus. This will alleviate the pressure on landlords, who will be concerned about meeting mortgage payments themselves, and will mean no unnecessary pressure is put on their tenants as a result.

At the end of this period, landlords and tenants will be expected to work together to establish an affordable repayment plan, taking into account tenants’ individual circumstances.


Sales: info@austinhawk.co.uk
Lettings: lettings@austinhawk.co.uk
Lettings emergencies only: Call 01264 350508 and listen to the automated voicemail providing the telephone number should you have a severe emergency but contractors will be reluctant to work themselves so please bear this in mind.

Stay safe

From all @ Austin Hawk.