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Part of the VHL Group, Trusted Since 1992

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What We Class as Emergencies

Emergency calls typically include:

  • No heating or hot water
  • Burst pipes or severe leaks
  • Unsafe electrical faults
  • Complete power failure
  • Fire or carbon monoxide alerts
  • Blocked or overflowing drainage (where it poses a health risk)

All emergency definitions are contract-specific and aligned with client SLAs.

How Our System Works

All actions are timestamped, auditable, and traceable to contract standards.

Call Received via tenant or housing provider

Issue Logged and assessed for emergency status

Engineer Dispatched within agreed SLA

Repair Completed or made safe, with photo evidence

Follow-Up Tracked if full works required

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Key Features

  • Operated via 24/7 staffed contact centre

 

  • Engineer tracking and live ETA updates

 

  • Out-of-hours escalation and on-call support

 

  • Compliance uploads + aftercare instructions for tenants

 

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Resident First, Always

Engineers are trained to:

Handle emergency calls with calm and care

Provide temporary solutions where full repair isn't possible

Clearly explain what’s happening — and what happens next

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Get a Quote

Need urgent help? Or want to prevent the next failure?


VHL Mechanical
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