How We Handle Emergency & Urgent Repairs at 1Let
At 1Let, we know that emergencies don’t wait for office hours. When something goes wrong, landlords want reassurance that their property is protected - and tenants need clear guidance and swift action. Our emergency repairs process is designed to deliver exactly that: fast, professional support with minimal disruption.
What Counts as an Emergency?
An emergency repair is any issue that creates an immediate risk to:
- Life or personal safety
- Significant property damage
- Essential services where failure makes the property uninhabitable
Examples of emergency repairs include:
- Gas leaks (tenants are advised to contact SGN immediately)
- Dangerous electrical faults or total power loss
- Major leaks or flooding that cannot be contained
- No heating or hot water for vulnerable tenants
- Fire or smoke damage (tenants are advised to call the Fire Service)
- Security risks such as broken external doors or smashed windows
- Overflowing sewage or an unusable sole toilet
If any of these situations occur, we act immediately.
What About Urgent (But Not Emergency) Repairs?
Not every issue is an emergency, but some still need quick attention to prevent escalation.
Examples of urgent repairs:
- Minor but active leaks
- Faulty appliances
- Dripping taps or radiators
- Broken extractor fans
- Minor mould or condensation
- Partial loss of heating or hot water
These problems may not pose an immediate danger, but addressing them early prevents bigger issues - and keeps tenants comfortable.
How We Assess Every Repair
To determine whether a repair is emergency, urgent, or routine, we use a simple four-step assessment:
- Safety – Is anyone at risk?
- Security – Is the property secure?
- Habitability – Can the tenant safely live in the property?
- Escalation Risk – Will waiting cause significant damage or costs?
If the answer is yes to any of these, we treat the matter as urgent or emergency.
Out-of-Hours Emergency Support
When our office is closed (outside 9am–5pm), all tenant calls are transferred to our dedicated out-of-hours emergency team. These experienced property professionals:
- Assess the urgency of the issue
- Arrange emergency attendance with approved contractors
- Keep our Property Management team informed
This ensures 24/7 protection for your property - and peace of mind for your tenants.
For Landlords: Protecting Your Investment
Our structured approach means:
- Faster, more accurate response times
- Reduced risk of serious damage
- Fewer unnecessary call-outs
- Transparent communication at every stage
With clear guidance and a reliable triage process, you can be confident that emergencies are handled efficiently and professionally.
For Tenants: We’re Here When You Need Us
In an emergency, call us immediately - whether during office hours or via our out-of-hours service.
For non-urgent repairs, please report issues through our website or contact the office. We’ll prioritise them appropriately and keep you updated throughout.
The 1Let Promise
Great property management is about more than fixing things - it’s about protecting homes and the people who live in them.
Reliable. Responsive. Ready. 24/7.
That’s the 1Let approach to emergency and urgent repairs.