Albany Lettings | Tenant support
Emergency maintenance support when the Albany office is closed.
If you have a maintenance problem outside normal office hours, this page will help you understand whether it needs emergency attention and what to do next.
- Know what counts as an emergency.
- Take the right immediate action.
- Contact the right support.
First, is it an emergency?
An out-of-hours emergency is something that cannot safely wait until the next working day because there is an immediate risk to you, the property or the building, or because delaying action could cause significant further damage.
Burst pipe or serious water leak.
If water is escaping and it is safe to do so, turn off the water at the stopcock. A leak that cannot be contained or could cause significant damage may require emergency attention.
Serious electrical problem.
A dangerous electrical fault or another electrical issue presenting an immediate safety risk may require emergency attention.
No heating.
Loss of heating may be an emergency during freezing weather or where waiting until the next working day would create a significant risk.
Blocked sewer.
Where sewage is backing up or there is an immediate health or property risk, emergency attention may be required.
Property cannot be secured.
Damage to an external door, window or lock may be an emergency if it means the property cannot be left secure.
No water.
Check whether neighbouring properties are also affected. If they are, it may be a wider supply issue rather than a problem within your property.
Check Scottish Water service updates (opens in a new tab)Smell gas or suspect a gas leak?
Call the National Gas Emergency Service immediately on 0800 111 999.
Do not smoke or use naked flames. Do not operate electrical switches. Open doors and windows where it is safe to do so and leave the property if you believe there is an immediate danger.
Once the immediate risk has been dealt with, report the issue to Albany.
National Gas Emergency Service
Call 0800 111 999What is not normally an emergency?
If an issue can safely wait until the next working day, it should be reported through Albany's normal online maintenance system.
This would normally include:
- Faulty cookers, fridges or other appliances
- Washing machine, tumble dryer or dishwasher repairs
- Minor plumbing issues that are contained
- Routine repairs
- Minor internal fixtures or fittings
- Other repairs that do not present an immediate safety or property risk
It is an emergency. What happens next?
Outside normal office hours, emergency maintenance for Albany tenants is managed by Owen Gibb and Sons.
-
Contact Owen Gibb and Sons.
Explain what has happened, where the problem is and anything you have already done to make the situation safe.
Telephone:
07738 006 781Email:
owen@owengibbandsons.co.uk -
The situation is assessed.
Owen Gibb and Sons will assess the problem and provide advice where appropriate.
-
Emergency help is arranged if required.
If attendance is needed, an emergency contractor will be arranged. Please make sure you can provide access to the property.
The immediate priority may be to make the situation safe and prevent further damage. Any additional repair work can then be dealt with through Albany's normal maintenance process.
If it can safely wait, report it online.
All non-emergency maintenance must be reported through Albany's online maintenance system.
Choose the correct issue type and provide as much useful information as possible. This creates a clear record of the problem and helps your request reach the right person.
A member of the Albany team will respond on the next working day.
Maintenance requests made by telephone to the Albany office will not be logged.
During normal office hours.
The out-of-hours service is for genuine emergencies when the Albany office is closed.
During normal office hours, all maintenance should be reported through Albany's online maintenance system, where it can be reviewed, recorded and directed to the appropriate person or contractor.
Find out how Albany manages property maintenanceEmergency maintenance: frequently asked questions.
What counts as an out-of-hours maintenance emergency?
An emergency is an issue that cannot safely wait until the next working day because it presents an immediate risk to people or property, or delaying action could cause significant further damage.
Who do I contact for emergency maintenance when Albany is closed?
If you have confirmed that the issue is a genuine emergency, contact Owen Gibb and Sons on 07738 006 781 or email owen@owengibbandsons.co.uk.
What should I do if I smell gas?
Call the National Gas Emergency Service immediately on 0800 111 999. Follow their safety instructions before contacting Albany or the out-of-hours maintenance service.
Is no heating an emergency?
It depends on the circumstances. Loss of heating may require emergency attention during freezing weather or where waiting until the next working day would create a significant risk. Otherwise, report the issue online to Albany.
Is no water an emergency?
Not necessarily. Check whether neighbouring properties are also affected. If the problem appears to be a wider supply issue, check Scottish Water for information about interruptions in your area.
Are appliance repairs an emergency?
Faulty cookers, fridges, washing machines, tumble dryers, dishwashers and other appliance repairs are not normally out-of-hours emergencies. Report the issue online to Albany.
What if my issue isn't an emergency?
Report it through Albany's online maintenance system. A member of the Albany team will respond on the next working day.
Can I telephone the Albany office to report maintenance?
No. All non-emergency maintenance must be reported through Albany's online maintenance system. Maintenance requests made by telephone to the office will not be logged.