COVID-19 Policy for tenants requesting emergency repairs

Covid Information for Tenants

Following the further Government announcement on 4th January 2021 to limit all non-essential travel and contact as a result of the Coronavirus Pandemic, Mather Jamie have made the decision to stop all non-emergency planned maintenance and repairs at the properties.

We are looking to continue to maintain our current level of service, however, it is important that we have adequate measures in place to protect our tenants, staff & contractors.

If you have a Gas / Oil Safety Check due in the coming weeks you will be contacted by a member of our team to discuss possible access arrangements or deferment of the check.  

In order to limit the spread of COVID-19 we wish to limit contact between you and contractors coming into your home, we therefore request that you only report urgent or emergency property repairs to Mather Jamie at the present time.

The table below defines what is classed as an emergency with some recommendations on what you can do before reporting the issue to us:

Emergency But remember to...
Leaks which cannot be stopped or will cause further damage if allowed to continue. • Turn off the water using the stopcock
• Place a suitable receptacle under the leak to prevent further damage
• Contact the occupants if the leak is coming from a property adjacent or above
Electrical failure • Check if a fuse has tripped on your main fuse board in the property (If any of the switches are in a different position to the others, switch it to match the others).
• Telephone your electricity provider or check online to ascertain is the there is a general power cut in your area.
Blocked toilets & drains • Use a plunger or drain un-blocker to try and move the blockage.
• Lift any manhole covers in your garden / yard (if possible) to check if the blockage is external.
• If the blockage is outside the property boundary (i.e. in the main sewer) you should contact the Severn Trent Water Blockage line on 0800 783 4444.
Fire • Vacate the property to a safe place.
• Call the emergency services immediately.
Security (Break-in) • Contact the emergency services immediately.
Structural collapse / risk of collapse • Vacate the property to a safe place.
Central heating / hot water system breakdown • Check if your other gas appliances, like your cooker hob, are working correctly, or whether the switches in your fuse box have tripped.
• Check if your boiler’s timer has reset - which means getting it working again could be as simple as re-programming it with your times. Take a look at its instruction manual for a reminder on how to do this
• If it’s showing a reading of one bar or less, low pressure could be the reason why your boiler’s not working. Topping up the pressure yourself is usually straightforward - follow the steps in your boiler’s manual.
• Having your room thermostat set lower than 21 degrees can stop your heating from coming on, so turn it higher to see If your boiler starts working again.
• Finally, try resetting your boiler according to its instructions. If yours was made pre-2004 it’s likely to have a pilot light instead of a reset function, so check that the pilot light is on.
• If we have experienced a severe frost check if the external condensate pipe from your boiler has frozen - if it has - soak a cloth in warm water and wrap it around the pipe to defrost it. DO NOT used boiling water as this could crack the pipe.
Gas leak • Contact the National Gas Emergency Service on 0800 111 999
DO open doors and windows to ventilate the property.
DO turn off the gas at the mains tap. This can usually be located near the gas meter and has a handle that can be turned 90 degrees. If the gas leak is in a cellar or basement, do not enter and instead evacuate the building.
DON’T turn any power or light switches on or off.
DON’T light any sort of flame within the property.
DON’T use any appliances that could cause a spark.