Out of Hours Service

Burns Hamilton is pleased to offer our Out of Hours service to all new and existing clients, this service is provided in association with Just Call.

If you would like to know if your block is covered by this service, or are interested in having the service provided for your block, please contact our offices by calling 01202 391663 in working hours or message us a here today.

SERVICE DESCRIPTION

Please note that

  • in the event of a Fire, Crime, and Medical Emergency, contact 999.
  • in the event of a Gas Emergency contact 0800 111 999
  • in the event of an Electrical Emergency contact 08457 708 890

In the event of a genuine property emergency Just Call:

  • The service is available 7 days a week from 5pm to 9am Monday to Friday all weekend and bank holidays.
  • A caller (being a tenant, owner or letting agent) is to call the out of hour’s number 07898945830 in the event of a genuine property emergency during out of hours which cannot wait until the normal working hours of 9am and 5pm, Monday to Friday.
  • On calling, the phone will go to answerphone which will give the caller instructions to leave a message, contact number, property address and a brief description of the property emergency. It is important you leave all of these details. Just Call will aim to call you back within 30 minutes.

(In the unlikely event that they are unable to call you back within 30 minutes an alternative contact number is provided within the answerphone message, which you should only use if you do not receive your initial call back within 30 minutes).

  • Just Call will phone the caller back and discuss the issue with them. Further to talking with the caller Just Call will assess the situation and take one of the following steps:
  • attend for assistance/rectification of the issue or further assessment. This will incur the property a call out fee.
  • call a contractor from a pre-approved list to attend.
  • assist the caller over the phone.
  • Contact a Burns Hamilton Property Manager for further instruction
  • advise the caller that no further action will be taken until the next working day. i.e. not deemed an emergency.
  • The service is there to provide assistant to the caller in a way which will prevent further damage to a property and lessen or stop unacceptable inconvenience to the residents of the property in question.
  • Just Call aim to manage the situation until the next working day at which point Burns Hamilton will be informed and take over.
  • Issues within a flat may not warrant action from Just Call under the terms of the lease. The caller will be informed of this and advice may still be provided over the phone.
  • Abusive, drunken or aggressive calls/messages will not be tolerated.
COVID-19

Following government guidance and in an attempt to keep our colleagues safe we have moved our staff to homeworking where possible. To ensure safety to our team and the wider community we have taken the decision  that our offices should no longer be open to the public and we would request that you do not visit our offices but communicate with us via telephone or email.

It is our intention to keep any disruption to our services to a minimum, however, as colleagues comply with the government directive to self-isolate the inevitability of significant staff and contractor illness and therefore absenteeism means that some disruption is anticipated. It is our considered opinion that delays should be expected and we would therefore ask our clients and leaseholders to be as understanding as possible during these tough times for all.

We will endeavour to ensure as little disruption possible however, during this period, we will be focusing on the essential aspects of the safety, security and running of essential services at your building whilst maintaining a degree of response to lessee queries. We therefore need your assistance in ensuring that communications with our office are limited to matters that require urgent attention during this very stressful and anxious time for the nation.

We do anticipate potential delays and disruption with the postal service, therefore if you have not already opted to receive all correspondence from us by email, we would strongly recommend that you contact us at admin@burnshamilton.co.uk providing your permission to ensure you are safely receiving all critical correspondence.

To ensure your calls continue to come through to us we have made some changes to our phone system. In order to get through to your key contact please note the extension numbers below for our property teams. Simply enter the extension number on your phone when prompted.

For Andrew Hargadon & Imani Robinson use Ext. 554

For Brian Collins & Sebastian Perry-Symes use Ext. 550

For Dave Wheeler & Margaret Vernam use Ext. 556

For Natasha Haisaid & Virginia Contreras use Ext. 558

For Tim Richards & Rafaela Ribeiro use Ext. 559

For Linda Clarke & Rasa Mestre use Ext. 555

For Lizzy Ellis & Imani Robinson use Ext. 554

For Richard Payne & Emma Preston use Ext. 553

For Tim Townsend & Donna Vernam use Ext. 552

For the latest government advice, please visit https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

We would thank you in advance for your understanding and cooperation during this unprecedented period.