Student Accommodation Office Opening Hours & Emergency Information

If you feel threatened for any reason, call the police. 
If there is a fire, get out, stay out and call the fire brigade.
If you can smell gas, you must call National Grid Gas – they will attend 24 hours a day free of charge. Their number is 0800 111 999.

For anything else that is a genuine emergency, where your safety or security is in jeopardy please contact us. 

An emergency is classed as a situation where you or the property is in jeopardy; this can be if the security of your house is compromised if a window or door is broken, or can’t be locked, or if you are locked out of the property.
The property is in jeopardy in the case of a major leak. Please use common sense, a dripping tap can wait until the morning. If all of the electrics in your house cut out, then you must check the circuit breakers first – this is an oblong box with a row of switches on it, which is more than likely under the stairs.

White goods are not classed as an emergency – we would not be able to get an engineer to attend your property and repair a fridge at 8pm.  *We may be able to get people to attend over the weekend.
If your internet stops working, this is an inconvenience but not an emergency – this will not be dealt with by the person on call and you will need to speak to a member of staff during office hours.

If you cannot get hold of us after 22:30 or you have received no response within two hours, and you have a genuine emergency, which puts you or the property in immediate danger, then you can contact our contractors directly, some of their contact details are listed on this page. You can instruct a contractor to either secure your property or fix an emergency. You will need to get an invoice for this work, and we will reimburse you. A ticket must be created on the communication and repairs system before the next working day, or the invoice will not be re-credited to you.

The on-call phone cannot be used to discuss rent.

Locked yourself out of your house

If you have locked yourself out of your house or room you can be let in free of charge between our office opening hours (Monday to Friday 09:00 to 17:00, excluding public holidays). You will need to come to our offices to collect a spare key, and return these on the same day.

If you do not want to wait until the office is open: 

You can arrange a locksmith of your choosing to gain entry for you, but you will be responsible for ensuring we have working keys for the property, and for any damage caused. You will be required to pay for this. 

You can request an out of hours call out from us to let you back in.The call out fee if you are locked out of your home during evenings or at weekends is based on the time of day; before 22:30 there will be a charge of £60.40 and after 22:30 (we cannot guarantee that someone will be available to come out to you) the charge will be £96.60. You will be asked to make payment before someone is sent out to you.

Fire Alarm Issues

If your fire alarm is going off, and there is no fire, you can contact Plymouth Fire Protection. If a house mate has set off the alarm (by breaking a call point for example) and there is not a fire, they will be responsible for the cost.

Martin - 07977 121 527

Plumbing Issues

If you have a plumbing issue (major water leak) you can contact Gregory Plumbing and Heating.

Wayne - 07771 538 428

Failed Lock

If you have a failed lock, (rather than a lock out) you can call Sir Fix a Lock Ltd. If you have locked yourself out and cannot gain access, then you can call the locksmith, although the cost will be yours.

Sir Fix a Lock Ltd - 07540 998 558

Break in

If you have been broken into and your property is not secure please contact the police. They will arrange to secure the property.

Of course, we hope you never need to use this procedure and if you do have any queries about your safety in your home then please let us know.