Out-of-hours emergencies are not exotic; they are predictable. A simple protocol means they get handled calmly.
A single number, all hours
One emergency contact number for tenants, monitored or routed properly out of hours. Multiple numbers create confusion at the worst possible moment.
Define what counts as an emergency
Loss of heating in winter, water leaks, electrical failure, broken security — these belong on the list. A wobbly door handle does not.
Decision authority pre-agreed
The branch should know in advance the spend limit each landlord pre-authorises for emergency work. Calling at midnight to ask is not a good system.
