Resident Guidance & Information
Repairs Service - Resident Helpline
It is possible that something may go wrong in the property that
requires attention. To report problems please follow the below:
Repairs can be reported between the following times:
- 9.30am – 5:00pm
- Monday to Friday
- Repairs Helpline – 020 3633 2029
Alternatively, you can log a report 24/7 via our monitored email address at
PMSE also operates an ‘Out of Hours’ Emergency Helpline. This
service is available to Residents in the case of an emergency.
Emergency Out Of Hours Contact Number can be found in your residents welcome pack.
PLEASE DO NOT CALL THE ‘OUT OF HOURS’ NUMBER DURING
OFFICE HOURS – THIS NUMBER SHOULD BE USED FOR
EMERGENCIES ONLY AND DOES NOT ACT AS A REPLACE FOR EMERGENCY SERVICES SUCH AS FIRE BRIGADE, POLICE, AMBULANCE ASSISTANCE.
Emergency Situations
Step-by-step procedures and critical contact numbers for urgent situations.
What to do if you smell gas ?
Eliminate All Ignition Sources
Do NOT touch any electrical switches, turn lights on/off, or use appliances.
Do NOT use indoor phones, ring doorbells, light matches, or smoke.
Ventilate the Area
Quickly and calmly open all doors and windows to let the gas disperse safely.
Isolate the Supply (If safe)
Turn off your main gas valve, typically located at the meter. Turn the valve a quarter turn so it sits perpendicular (at a right angle) to the pipe.
Evacuate Immediately
Get all residents and pets out of the property and move to a safe distance away.
Report the Emergency from Outside
Once you are clear of the building, call the National Gas Emergency Service on 0800 111 999 (Free, 24/7).
Critical Gas Safety Rules:
Do not attempt to locate the leak yourself.
Do not re-enter the building until emergency engineers confirm it is safe.
Do not ignore the smell or assume it will clear on its own.
What to do if you lose power ?
Step 1: Check your neighborhood
Look outside to see if neighboring houses or streetlights are dark. Check multiple rooms or sockets in your home. If the issue is isolated to a specific area of your property, it is likely a tripped circuit.
Step 2: Inspect your fuse box / consumer unit
Look for a breaker switch flipped to OFF or TRIPPED. Reset it by switching it entirely OFF, then firmly back ON. If it trips a second time, leave it off—this indicates an active fault or an unsafe appliance.
Step 3: Isolate faulty appliances
Unplug high-load items (kettle, toaster, space heater, washing machine). Reset the fuse box switch. Plug appliances back in one at a time to identify which item is triggering the fault.
Step 4: Identify local network outages
If the outage is widespread across your street or area, contact your regional electricity network provider for updates.
What to do if you have a water leak ?
Shut off the water supply:
Turn off the main stopcock valve immediately (typically found under the kitchen sink, near the water meter, or in a hallway cupboard). For appliance-specific leaks, isolate the local valve directly behind the unit.
Contain the water:
Use buckets, towels, or basins to catch dripping water. Quickly move furniture, electronics, and valuables away from the affected area.
Isolate electrical risks:
If water is pooling near plug sockets, light fixtures, or switches, turn off the electricity at the main fuse box. Never touch electrical components if you are standing in water.
Drain the system:
Open your cold taps to relieve remaining pressure in the pipes and slow down the leak.
General FAQs
Reporting guidelines, response timelines, and care tips.
How do I report a repair?
Please call 0203 633 2029 or email housing@pmseltd.co.uk or submit log via website form
What should I do in a maintenance emergency?
For emergencies such as major leaks, loss of heating, electrical issues, or security concerns, contact the office immediately in working hours or emergency line if out of hours.
How long will repairs take?
Repair response times are prompt and can vary depending on the urgency and nature of the issue. Emergency repairs are prioritised accordingly.
Do I need to be home for maintenance visits?
Yes, access is usually required for inspections and repair works unless otherwise arranged prior.
What repairs am I responsible for?
Residents are expected to maintain the property in a reasonable condition and report issues promptly. Damage caused intentionally or through negligence may become the resident’s responsibility.
Can I decorate or make changes to the property?
Any alterations, decorating, or installation works must be approved in writing before works are carried out.
How can I help reduce condensation and mould?
Keeping rooms ventilated, opening windows regularly, using extractor fans, and avoiding drying clothes on radiators can help reduce condensation build-up.
What should I do if I notice damp or mould?
Report the issue as soon as possible so it can be inspected and addressed appropriately.
Why are property inspections carried out?
Routine inspections help ensure the property is being maintained safely and allow any maintenance or welfare concerns to be identified early.
How often are inspections completed?
Properties may be inspected monthly throughout the tenancy with appropriate notice provided beforehand and arranged with all parties.
Who is responsible for utility bills?
This depends on the type of property you reside in. Responsibility for utilities is the tenant’s responsibility in self-contained accommodation. However, responsibility for utilities is not the occupant’s responsibility in shared accommodation.
What should I do if my contact details change?
Please notify the office as soon as possible to ensure our records remain up to date. Either via telephone on 0203 633 2029 or via email at housing@pmseltd.co.uk
Who do I contact if I need assistance?
For general enquiries, tenancy support, maintenance matters, or emergencies, please contact the PMSE support team using the details provided on the contact page.
What happens if I have a complaint or concern?
Any concerns or complaints should be reported promptly so they can be reviewed and resolved appropriately.
