Emergency maintenance support when the Albany office is closed
If you have a maintenance problem outside normal office hours, this page will help you decide whether it needs emergency attention and what to do next.
Three things to do.
- 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.
Immediate risk
The problem presents an immediate risk to you, another person, the property or the wider building.
Cannot safely wait
Waiting until Albany reopens would leave the situation unsafe or allow the problem to become significantly worse.
Serious damage
Delaying action could cause significant further damage to your home, another property or shared parts of the building.
Problems that may need emergency attention.
The circumstances matter. Use the guidance below to take any safe immediate steps and limit further damage.
Burst pipe or serious water leak
If water is escaping and it is safe to do so, turn it off 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. Do not touch exposed wiring or unsafe equipment.
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.
Smell gas or suspect a gas leak?
Call the National Gas Emergency Service immediately.
0800 111 999Do 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.
What is not normally an emergency?
If an issue can safely wait until the next working day, report it through Albany's normal online maintenance system.
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.
The situation is assessed
Owen Gibb and Sons will assess the problem and provide advice where appropriate.
Emergency help is arranged
If attendance is needed, an emergency contractor will be arranged. Please make sure you can provide access to the property.
Contact Owen Gibb and Sons.
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.
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.
Emergency 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 is not 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.
Related tenant support.
This page is for Albany tenants who need maintenance guidance when the office is closed. If there is an immediate danger to life, call 999.