Essential Tenant Information & Emergency Maintenance contact

We sincerely hope your move to your rental property in North West London went smoothly and that you’re finding your new home comfortable. Please find below the online version of the Information Pack you were given when you moved in, with useful contact numbers and details surrounding general tenant care, protocol and responsibilities.

Property Management

Your property is managed by London Residential. For any maintenance issues please contact our Property Management department on 020 7873 2455 or email

The department is open Mon-Fri 9am-6pm and Saturdays 10am-4pm.


Please note that prior to an electrician attending, you will need to have checked the fuse box to ensure that the switches have not simply tripped. If you have an electricity power cut or local cable emergency, you will also need to contact your local electricity network operator to ensure they have not turned it off in the street/building.

You can call us on 020 7873 2455 or email

Emergency Maintenance

When our office is closed, our out-of-office team must only be called in the case of a genuine emergency. If the problem is not deemed to be an emergency then you will be held liable for the call out charge.

In the event that you experience an emergency maintenance problem outside of office hours, please contact one of the following companies who will be able to assist you:

National Grid – Gas Leaks 24-hour emergency line                 : 0800 111 999

National Grid – Call our 24-hour electricity emergency line : 0800 404 090

Thames Water – 24-hour leaks/burst pipes                                : 0800 714 614

Tenant Directory

Gas & Electricity Suppliers
N- Power – 0808 156 056 –
Southern Electricity – 0800 117 116 –
Powergen – 0800 404 065 –
British Gas – 08456 006 113 –
EDF Energy – 0800 096 2270 –
Transco – 08456 056 677 –
Thames Water – 08459 200 888 –


Telephone, Television & Internet 

TV Licencing  – 09118 140 990 –
British Telecom – 0800 800 150


Tenant’s Care, Protocol and Responsibilities

How to keep your drains unblocked:

    • Hair and soap scum are major culprits in clogging bath and shower drains. Use a drain screen to catch the debris and clean the screen regularly.
    • Don’t pour grease or any other food waste down the drain.
    • When you finish cooking, let the grease harden and scoop out as much as you can into the garbage. If you pour grease down the drain it will harden in your pipes. Also avoid throwing coffee grounds, toothpaste, paper, etc down the sinks.
    • Regularly clean your sink stoppers.
    • Pop-up stoppers can accumulate build-up and should be cleaned regularly.
    • Pour a solution of boiling water with washing-up liquid down your drains once a week. Make this a regular part of your cleaning routine to clear the pipes of any scum and build-up.

    If your drain gets clogged.

    This can be easily solved by using a drain unblocker sold at any DIY store (ask advice first) and, if still clogged after 3 hours, try a plunger. Keep it at home for your usual preventive maintenance every 6 months.

Mould, damp and condensation:

    • Mould is the result of condensation and moisture within the rental property, especially during winter time. To avoid this, produce less moisture. Below are some ways to reduce moisture:

      • Cooking: Cover pans and keep your kitchen hood extractor on or the window slightly open if it’s not too cold.
      • Washing clothes: Put washing outdoors to dry if you can or put it in the bathroom with the door closed and the window open or fan on. It is best to keep the fan switched to run continuously for clothes drying.

      Ventilate as much as possible to remove the moisture:

      • Increase ventilation in the kitchen and bathroom when in use and shut the door.
      • Ventilate cupboards, wardrobes and blocked chimneys.
      • Wipe down the windows and sills every morning. Wring out the cloth rather than drying it on a radiator.
      • Do not block permanent ventilators.

      What is condensation?

      There is always some moisture in the air, even if you cannot see it. If the air gets colder it cannot hold all the moisture and tiny drops of water appear. This is condensation. You may notice it when you see your breath on a cold day, or when the mirror mists over when you have a bath. Condensation channels and sponge strips can be bought at any DIY store and they are simply fitted to windows to collect the condensation.

      Boiler and heating:

      • Check the boiler is switched on first.
      • Check the thermostat is on adequate temperature and valves on radiators are open.
      • If you know where the reset button is, please try this once.
      • Make sure you haven’t lost your gas supply

      Complete water failure:

      • Find out if it’s just you; ask your neighbours if they have water.
      • If all properties are without water, then check with the local water authority – they’ve probably shut down the mains in the street for emergency maintenance.

Leaks into your property or from a property above:

    • If you discover water, here’s what you should do:

      • Put a bucket under the leak and turn off all electrics in and around the area where the leak is.
      • Knock on your neighbour’s door to see if they are in and find out what they’ve recently used (bath, shower, washing machine, etc.) Try to shut off water to the faulty appliance, ie a stopcock you can turn off.

      We would also remind you of the essential precautions which you should be taking to protect your rental property during the winter months, particularly if you are intending to go away during the holiday period.

      • To prevent pipes from becoming frozen and subsequently bursting, resulting in costly damage to the property and to both the Landlord’s and your own possessions, please remember to leave the central heating on, either at a continuous low temperature or at the normal temperature on a timer programmed to come on twice a day to cover the coldest hours.
      • In addition, if you are going away at this or any other time of the year, please ensure that all doors and windows are locked, the security alarm (if applicable) is activated, and any newspaper or milk deliveries are cancelled. We would also remind you that the terms of your Tenancy Agreement require you to advise us if the property is going to be unoccupied for 14 days or more. This goes for all property rentals.