Emergency contact process for managed property tenants
Renting one of our managed properties?
Have an emergency? In the event of a serious problem regarding your property and when Imagine offices are closed, please note the emergency process below. The emergency process is only if you’re renting a managed property through us and we’re your main point of contact. In the event the problem is not deemed an emergency or where the fault is as a result of damage or something that is not the responsibility of your landlord, you may incur a charge for any callout. Please note that this process is only to be used if you have a serious emergency that cannot wait until our offices are open.
If you’re not renting a managed property and usually contact your landlord in the event of an emergency, please contact your landlord directly.
What to do
As a tenant, you have a duty to minimise expense to your landlord. Before logging an emergency, please check any manuals and/or relevant home care policy / landlord emergency cover details you've been supplied with. If you do have cause to request an emergency contractor, please log your issue with online reporting system.
In the event of electrical failure and where it is safe to do so, please check trip switches and fuses.
In the event of loss of heating, do check the boiler/timer manual and revisit the settings before logging an emergency.
Should a leak occur, please try and isolate the water supply using the stopcock to prevent additional damage.
If you smell gas, please call the emergency gas line on 0800 111 999.
Once you log an issue, you'll receive an email confirmation that it's been received. You should receive a call within 30 minutes.
In the event that our emergency contractors are unavailable, please instruct a contractor yourself. In addition to providing us with the invoice or receipt, we’ll also need a contractors report confirming that it was an emergency issue. We can then ask your landlord to reimburse you for the cost of the call out.
Please note that if you do not provide us with a receipt or an invoice, and a contractors report, for the call out or emergency repairs, then we are unable to reimburse you for the cost. We will also not reimburse you for a call out or repair if the issue was not deemed as an emergency.
Non-emergency issues
If you have a maintenance issue, you can take advantage of our user-friendly repair reporting system, which is a simpler and easier way to report your issue online, 24/7. It will allow you to login, upload a picture of the issue together with giving us as much detail as possible to enable us to resolve it quickly for you. Simply click on the ‘report an issue’ button on this page.
As well as enabling us to deliver you a much more efficient service and arrange quicker repairs, it also provides you with various tools and useful advice. For example, it’ll give you all the information necessary to solve ‘easy-to-fix’ problems yourself that could arise such as ‘how to turn off the stopcock’.