Tenants Information
Emergency Procedure
Here you’ll find the important information every tenant should know, from day-to-day guidance to emergency contacts and our complaints procedure.
​Fire – Leave the property immediately, do not attempt to tackle the fire. Call 999 and inform the fire service. Once safe, contact us to report the incident.
Gas Leak – If you smell gas, open windows and doors immediately. Do not switch on/off electrical appliances. Leave the property and call the National Gas Emergency Service on 0800 111 999. Then notify us.
Electricity Outage – First, check if it’s a local power cut (visit the UK Power Networks website or call 105). If it’s only affecting your property, check your fuse box. If the issue persists, report it to us.
Water Leak / Burst Pipe – Turn off the water at the stopcock immediately and call us. If the issue is severe, also contact your local water supplier.
Reporting Repairs & Maintenance
If you notice a fault or something that needs repairing in your property, please report it as soon as possible by contacting our office. For non-urgent issues, we aim to respond within 24 hours and arrange a contractor where required.
Full Complaints Procedure
At Lavery Group, we take complaints seriously and aim to handle them fairly, consistently, and in line with the Property Redress Scheme (PRS) standards.
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Stage 1 – Raise Your Complaint
Please raise your complaint as soon as possible by email, letter, or phone.
Provide full details, including dates, names, and any supporting evidence.
Stage 2 – Acknowledgement
We will acknowledge your complaint within 3 working days of receipt.
A reference number will be assigned for tracking purposes.
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Stage 3 – Investigation
A senior staff member will investigate your concerns.
We may contact you for further information or clarification.
A full written response will be provided within 15 working days.
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Stage 4 – Final Review
If you are unhappy with the outcome, you can request a final review by a Director.
We will provide a final written response within 15 working days of your request.
This will be our final position letter.
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Stage 5 – Independent Redress
If you remain dissatisfied, you may refer your complaint to the Property Redress Scheme (PRS).
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You must do this within 12 months of receiving our final position letter.
PRS Contact: www.theprs.co.uk | 0333 321 9418