From 5pm on Friday 23 October 2026, emergencies outside office hours are handled by our dedicated out-of-hours team. If you call our usual telephone number, 0113 245 0804, outside office hours you will be put through to our out-of-hours call service automatically. Alternatively, you can call it directly on 0161 567 1259, 24 hours a day, 365 days a year, including weekends, bank holidays and Christmas.
Calls are answered in North Property Group’s name by our out-of-hours partner, PropCall, whose call handlers are trained property managers. They can talk you through making a problem safe, assess it by live video on your phone, and send one of our approved contractors where there is a genuine emergency.
Office hours (call 0113 245 0804)
Out-of-hours service (call 0161 567 1259)
Please read this guide before calling. Out-of-hours contractor call-outs cost significantly more than daytime visits and are only arranged for genuine emergencies.
If anyone is in immediate danger, call 999 first. If you smell gas, call the gas emergency line first.
| Service | When | Number |
|---|---|---|
| Emergency services (fire, police, ambulance) | 24 hours | 999 |
| National Gas Emergency Service (gas leaks, carbon monoxide) | 24 hours | 0800 111 999 |
| Power cuts (your local electricity network) | 24 hours | 105 |
| North Property Group out-of-hours emergency line | Outside office hours, 24/7 | 0161 567 1259 |
| North Property Group Lettings & Property Management | Office hours | 0113 245 0804 |
Non-emergency repairs can be reported online at any time through Fixflo.
An emergency is a problem that puts someone at risk, is causing significant damage to the property right now, or leaves the property unsafe or insecure, and cannot reasonably wait until the next working day.
Report these through Fixflo or call us during office hours on 0113 245 0804:
Every call is assessed over the phone first, and many problems are fixed or made safe without a contractor needing to attend.
Calls to the out-of-hours line may be recorded.
If you smell gas, suspect a leak, or your carbon monoxide alarm sounds, call the National Gas Emergency Service on 0800 111 999 straight away. Then:
Once you are safe, call our out-of-hours line on 0161 567 1259 so we can follow up.
Before calling, check the boiler has power, your prepayment meter (if you have one) has credit, the boiler pressure gauge, and any error code on the display. Also check whether neighbours have the same problem, as it may be a local supply fault.
If it still is not working, call us. We will try to fix it with you over the phone. Whether an engineer attends out of hours depends on whether you have no heating and no hot water, the weather, anyone vulnerable at the property and how soon the office reopens. A report late on a Sunday evening, for example, will normally be booked for Monday morning if you are comfortable with that.
Try a plunger or a shop-bought unblocker first. If sewage is coming back into the property, or the only toilet is blocked, call the out-of-hours line. Other blockages will be dealt with the next working day.
Lockouts and lost keys are the tenant’s responsibility. Our out-of-hours team can give you a locksmith’s details, or arrange a locksmith once you have agreed on a recorded call that the cost may be recharged to you. If your keys have been stolen, report it to the police and get a crime reference number; we will arrange for the property to be secured.
Lifts, door entry systems, gates, barriers, communal lighting and building pumps are managed by your building’s managing agent, so please contact them directly. If anyone is trapped in a lift, call 999.
Noise is not an out-of-hours emergency. Call the police if you feel threatened, and report the problem to us the next working day. Pests are dealt with the next working day unless there is a clear health and safety risk, such as rats inside the home or a dangerous wasp nest.
Take reasonable steps to stop a problem getting worse: turn off the water where you can, contain leaks, protect your belongings, ventilate after a leak and follow any instructions from utility companies or the emergency services.
Our out-of-hours line is answered 24/7, so please call us rather than booking a contractor. If you instruct a contractor without our authorisation, we cannot guarantee that the cost will be reimbursed.
You may be responsible for the cost of an out-of-hours call-out where:
The out-of-hours service covers properties fully managed by North Property Group. If your landlord instructed us on a Tenant Find Only or Rent Collection Only basis, repairs and maintenance remain your landlord’s responsibility, so please contact your landlord directly. In an emergency involving immediate danger, always call 999 or 0800 111 999 first.
Once the situation is safe, report any repair as soon as possible through Fixflo, which is available 24 hours a day, or call us on 0113 245 0804 during office hours. Your property manager will pick it up and keep you updated.
Remember: Most repairs can safely wait until the office reopens. Using the out-of-hours line only for genuine emergencies keeps it free for the people who need it most.
