Internal leak – if you have a leak from an internal pipe or appliance then locate the water shut off valve (stop cock) and turn it off. The valve can normally be found where the mains water pipe enters the property – in the hallway, hallway cupboard, under the sink. Try to contain the water in a bucket, with a towel etc.
Please contact us within working hours or call our 24-hour emergency plumber if outside of office hours – Absolut Plumbing – 07973 468 103.
Leak from the roof – contain the water in a bucket, with a towel etc. Please note roofers will not attend out of hours so please contact us in office hours.
Leak from the property above – contact the occupant of the property above and ask them to shut off their water and to contact a plumber. Turn off the lights in your property and try to contain the water in a bucket, with a towel etc. Please note it is the responsibility of the owner above to call a plumber and rectify the problem. We will deal with any damage in your flat when the leak has been fixed and the damage can be assessed.
Pre-Paid Electricity Meter – check that you have sufficient credit.
Check if any of the circuit breakers on your fuse board have tripped. They should be in the up position. To reset the breaker, you need to push it as far down as it will go and then push it to the up position.
If the breaker will not stay in the up position, a plugged-in appliance may be causing the breaker to trip. Unplug all appliances and then push the breaker up. Then plug in each appliance one by one until the breaker trips.
If all breakers are in the up-position, check if neighbouring properties have power. If others are experiencing the same issue, then call Scottish Power on 0800 092 9290 (from a landline) or 0330 1010 222 (from a Mobile).
If the problem persists, please contact At Home In Edinburgh. Please note that heating engineers will not respond outside of working hours so please do not call our emergency number. We will treat the issue as urgent when we return to the office.
If you detect the smell of gas in your property, then turn off the gas supply at the gas meter and open the windows. Do not use any electrical switches or naked flames.
Call the Scottish Gas Network on 0800 111 999 who should attend within 1-2 hours. Please then inform At Home In Edinburgh of the outcome.
If you have lost your keys or have locked yourself out during office hours you can collect a set of keys from our office. You will be required to pay a deposit of £20 and keys must be returned within 24 hours.
If you lose your keys or lock yourself out and our office is closed then you will be liable for all charges associated with accessing the property. Please contact our locksmith Craig from Capital Locks on 07815193075 or feel free to use your own locksmith. If this results in a new lock being required then you must supply 2 copies of the key to At Home In Edinburgh as soon as possible at your own cost. Please do not call our emergency number.
You are responsible for the eradication of vermin and pests if the infestation occurs after one week of the start of your tenancy.
Pests are usually attracted by food sources. If there is no food for them to eat then they will move on. You should make sure:
Noisy neighbours may be unaware of the impact that they are having. Talk to them and explain the problem and ask them to modify their behaviour. You need to consider if this is a one-off event e.g. a party to celebrate a birthday or a pattern of repeated behaviour.
You can contact the police when the noise is happening by calling 101.
If the problem persists then keep a record of the dates and times that you are disturbed and contact your local council office and ask to speak to Family & Household Support. You can find your local office through the link below.
Condensation is one of the most common seasonal problems that our properties face and is the cause of a significant number of damp problems we attend. Prevention is better than cure and if not dealt with straight away it can lead to longer lasting problems including damp & mould.
The Scottish Association of Landlords has provided the following simple guidance to help reduce condensation:
The alarms in your property are interlinked. That means if there is a fire, all alarms will sound. If one alarm is beeping intermittently this is usually because of a fault or low battery.
The most common type of fire alarm with changeable backup battery is made by AICO and the below video shows how to remove the alarm head and change the battery.
If your carbon monoxide alarm is constantly sounding then turn off any appliance that is burning natural fuel e.g. the boiler and open the windows. The alarm should then stop sounding and you should contact us to arrange an inspection by a qualified heating engineer before turning it back on.
If the carbon monoxide alarm is beeping intermittently, that indicates a low battery. Please contact us and we will install a new one.
If you have been unable to solve an issue by reading through the troubleshooting section above, you can report a maintenance issue by phone, email or by clicking on the button below.
We check emails and voicemails regularly when the office is closed but if the issue is an emergency (causing danger to you or to others) and cannot wait to be actioned until we reopen then please call our office number and an emergency contact number is always available on our voicemail.
An emergency situation is one that causes danger to you or to others. An emergency situation includes burst pipes, broken windows and broken locks. If you have a genuine emergency outwith of our office hours, please contact the contractors below in the first instance who will be able to offer support.
Boiler breakdowns and roof repairs cannot be attended to out of hours and should be reported to us as a maintenance issue.
Lost keys are a tenants responsibility and are not considered an emergency. See troubleshooting section above for more information.
Capital Locks – 07815 193 075
Absolut Plumbing – 07973 468 103
Southside Glazing & Joinery – 0131 667 9744
Scottish Gas Network (gas leak) – 0800 111 999
If you choose to instruct your own contractor to deal with an emergency outwith our office hours, be sure to get an invoice or receipt for any works carried out. We will endeavour to reimburse you where appropriate.
If you instruct a contractor out of office hours and it is not deemed to be an emergency you may be charged for the call out fee.
If you need to speak to a member of At Home In Edinburgh then please call our office number on 0131 229 4001 and an emergency contact number is always available on our voicemail.