If the leak cannot be contained and/or it is causing damage to the property (especially if it is penetrating into an electrical fitting) it is classified as an emergency.

In those circumstances you should turn the water off immediately using the stopcock. If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately.

You must continue to report this issue via this website and Roundtree Real Estate will address this issue as soon as possible.

Please check whether the boiler is turned on. If the boiler cannot be turned on or if there is no hot water after the boiler has been turned on and enough time has passed to heat the water then please continue with this report and we will send an engineer as soon as practical, it will typically take 24 - 48 hours for this to take place. 

If your boiler has low / high pressure please see the below link for instructions how to repressurize it:

theroundtree.com/repressurize-a-boiler

Please note that if you have lost a key you will need to cover the cost for such issues if they arise.

If we manage the property, Roundtree Real Estate can supply a spare key if you leave your ID and this will be replaced when you return this key.

This problem relates to a shared facility. If you are living at a block of flats that have a Block Management Company, we recommend that you also directly notify them of the problem yourself. Their details should be available in the communal area as Roundtree Real Estate will not be able to action your issue. Please provide us with their details in the notes. If you submit this problem through our system and Roundtree Real Estate look after the communal area of your property, we will address this issue as soon as possible for you.

If you have a gas leak or you can smell gas you must immediately evacuate the property and then contact National Grid Gas Emergency Service on 0800 111 999.

After that you must contact us by telephone on 020 3519 2765

If there is a fire at the property you must immediately evacuate the property and then contact the emergency services to report the fire by calling 999.

After that you must contact us by telephone: 020 3519 2765

If the mould has arisen due to condensation and that condensation has been caused by the action of a tenant (such as drying clothes indoors without adequate ventilation or blocking off an air brick) then remedying the issues caused by the condensation are an occupier's responsibility.

Please check your fuse box or consumer unit to see if circuit breakers require resetting. If circuit breakers do not require resetting Roundtree Real Estate will address this issue for you as soon as possible.

First telephone the electricity board to check that the loss of power is not because of a general power cut, unpaid bills or failure to pay for connection. If the loss of power is not due to one of those factors Roundtree Real Estate will address your issue as soon as possible.