At Wildheart Residential Management, we do our utmost to prevent emergencies proactively. However, as emergencies that are beyond our control will sometimes happen, we have a robust response procedure to protect the integrity of your property and the well-being of all residents.

Rather than outsourcing the responsibility to a call centre or chat-bot, we have an out-of-hours emergency repair line operating from 5 pm to 9 am Monday to Friday and all day at weekends/bank holidays. A member of our Wildheart team handles all calls to the emergency line.

Our regular office hours and the out-of-hours emergency line ensure we have a staff member available 24 hours a day, 7 days a week, to address all emergencies, no matter what time of day or night.

Examples of What Wildheart Residents Should Do in an Emergency:

  • Fire: If there is a fire within your property please evacuate your property immediately. If there is a fire in the block of flats in which you reside, please follow the instructions as set out on the Fire Safety Notice in the common areas of your building. Please contact the emergency services on 999 then call the Wildheart office number.
  • Gas Leak: Leave the building, alerting neighbours if safe to do so. Phone the National Grid Emergency Service on 0800 111 99, then call the Wildheart office number.
  • Break In: Phone the police in the first instance, then call the Wildheart office number.
  • Structural collapse or risk of collapse: Vacate the property then call Wildheart.
  • No Water: Check with your neighbours or the local distribution company whether it is just your property or the surrounding area. If it is just your building call Wildheart. If it is for your area call your water provider.
  • No Power: Check whether this is an area-wide issue or just your home. Check your fuse box hasn’t tripped. If it is just your home call Wildheart.

Whilst this list is not exhaustive, these are examples of genuine emergencies that cannot wait until the next working day.

What is not an emergency?

  • Anything that doesn’t pose an immediate risk of harm to residents or the structure of the building. Please report any repairs required or other issues during normal working hours.
  • Anything the resident is responsible for, for example, lost keys, lack of services due to an unpaid bill etc.
    Please note: The emergency repair service is to report urgent maintenance requirements. Reporting non-urgent matters that can wait until the next working day may result in a charge.