Emergency Procedures

Our office opening hours are Monday to Friday 9am – 5.30pm. During this time, we are available to take your calls and emails and we endeavour to act on all maintenance issues as effectively and efficiently as we can. Any messages left over the weekend will be picked up on the next working day where someone from the Giraffe Team will contact you.

Should you require any emergency assistance outside of our office hours, please find below a list of contacts that are available to help you.

In the event of:

• A Fire or Burglary : Please call 999
• A Gas Leak: Please call 0800 111 999
• A Security Issue: 101 or 01661 872555 (Northumbria Police)
• A Pest Emergency: Please contact your local authority, there will be a charge payable however if the issue is deemed the landlord’s responsibility you will be reimbursed upon receipt of an invoice showing the amount paid
• A Flood or heating/plumbing emergency - Please consult your most recent Gas Safety Certificate which was sent out to you.
• If this was carried out by Elite Heat then call Frankie Barea ( Elite Heat) on 07710564650. If your most recent Gas Safety certificate was carried out by R.H.S or any other company, then please call R.H.S on 07549 080000
• Being Locked Out: Please call In2Locks 07496 368194 or 0191 2862018 and leave a message advising you are Giraffe Residential Tenant and you will receive a call back.
• An Electrical Safety Issue*: Please call Lee Fairley ( Switch Electrical Services) on 07388439427

**This does not include faulty light bulbs, domestic appliances, etc, but rather covers jobs where there is a genuine danger to occupants.

Please leave a voicemail for all emergency contractors in the event they miss your first call, so that they can identify the problem and get back to you. These numbers are only to be used outside of our office hours (Monday to Friday 9am-5.30pm) in the event of a genuine emergency.

PLEASE NOTE: If you call and the contractor does not deem it to be a genuine emergency, you will be responsible for covering the cost of any call out charges.

Our Office Contact Information: Telephone: 0191 276 0550 Email: hello@girafferesidential.com