Student Holmes has an ‘Out Of Hours’ service in case of emergency situations for managed properties outside of our opening times.

If the property is a let only property you will have to get into contact with your landlord.

Our ‘Out Of Hours’ times are any times outside the hours of:

Monday: 9:00am - 6:00pm
Tuesday:  9:00am - 6:00pm
Wednesday:  9:00am - 6:00pm
Thursday:  9:00am - 6:00pm
Friday:  9:00am - 6:00pm
Saturday:  9:30am - 3:00pm
Sunday: CLOSED  

These times may differ for national holidays.

This should only be for a genuine emergency and be outside of work hours. Contractors may charge extremely high rates for out of hours work, therefore if a call out is needed and is deemed not necessary, you as tenants may be liable for the call out charge.

Please give us a ring on 0118 935 1616 in case of an emergency and follow the options on the phone.

If you have a lock out or an issue with accessing the property, our locksmith’s number is 07754 430707.

If you choose to contact and hire your locksmith during non-business hours for lock repairs or entry due to lost keys, please be aware that the landlord will not reimburse you for any expenses related to locksmith services. The landlord will only cover any expenses if our preferred contractors, as listed on our website and option 1 (out of hours line) over the phone are used.

For situations involving lost keys and the need for entry, please refer to your tenancy agreement for terms related to replacement keys after you have been granted access to the property. In such cases, you will need to contact our preferred locksmith as listed on our website and on option 1 (out of hours line) and cover the related costs.

Additionally, if you cannot reach someone then you should always act appropriately to protect yourselves and the landlord’s property from damage.

• Normal wear and tear maintenance, condensation, damp issues, pests.
• Appliance breakdowns, these should be reported the next working day.
• Normal central heating and boiler issues should be reported next working day.

Please if the issue is NOT an emergency, report it on one of our maintenance portals.

• Serious structural damage.
• Serious water leaks which cannot be contained until the next working day.
• Break in damage which would compromise the security of the property and contents. Please also report the incident to the police and gain a crime reference number.
• Lock malfunction. However, if the agent or locksmith decides there is nothing wrong with the lock, you may be liable to be charged for this call out.
• If you smell gas, please call the gas emergency services.