'MANAGED' TENANCIES - Winter precautions & protocol for emergencies during the festive period

Dear Tenants,

Winter precautions for your home

As we are now within the winter months and approaching the festive holiday period, we would like to take this opportunity to remind you of the precautions required to ensure that your home is safe and secure during the winter months.

Please ensure that your home is heated sufficiently during the cold months. We also advise that bathrooms and kitchens are adequately ventilated when in use to prevent the build-up of condensation/mould and that furniture is moved slightly away from touching external walls to allow air flow behind/around furniture. We would also suggest that you ensure that you wipe wipe away any build-up of condensation that forms on windows or walls.  With any evidence of black mould you should treat and clean this using a mould and milder killer (available in most local supermarkets & DIY stores) to stop further damage.

If you have an outside tap in your home please ensure this is securely covered with insulation to stop the tap / pipework from freezing, which could result in a burst pipe damaging your home and contents.

As the festive period is a prime time for people to be away from home, we strongly request that if you are planning on leaving your home empty please ensure the heating is left on sufficiently to keep the property from getting too cold as this could result in burst pipes.  The recommendations from insurers is that boilers are left on, on a permanent setting no lower than 7 degrees to help prevent pipes from freezing.

We would advise that you arrange for a neighbour/friend to check the property on your behalf if you are planning to be away for more than two consecutive days during the winter months to ensure the Landlords Building Insurance and your own Contents Insurance does not become void.

Protocol for maintenance emergencies during the festive period

If you experience an emergency maintenance issue outside of our office opening hours over the festive period, we have local contractors on call who may be able to attend. Please bear in mind that the contractors will attend to EMERGENCIES ONLY (damage to property or danger to life) at their own discretion as it is the contractor who will make the decision whether or not a call out request is an emergency that requires immediate attention. 

Please be mindful that during the festive period, there will be limitations on works that our third party contractors are able to carry out due to suppliers/merchants being closed from Friday 20th December 2019 until the New Year.

Please be advised that boiler or appliance breakdowns are not considered an emergency requiring contractors to attend and will be picked up during normal office hours.

Please ensure that you are experiencing a true emergency (damage to property or danger to life) and that the issue cannot be resolved when normal working hours commence from Thursday 2nd January 2020. Please remember that if a contractor is called out as an emergency when this is not justified, you will unfortunately be liable for all costs which will be charged at bank holiday rates.


Third party contractors agreeable to assist if able to do so at their discretion are:


John Firth

07850 780819 General Builder


Matthew Hayes 

07980 113746 General Contractor

Linton Vickers

07800 532269 General Handy Man



Matthew Heather 

07879 897437 Gas Engineer / Plumbing / Leaks / Heating issues

Heightley White Plumbing

07403 330745 Gas Engineer / Plumbing / Leaks / Heating issues

Rollasons Drainage

07948 406537 Blocked or overflowing drains



M L Electrical Service

ARB (Andy Beaver)

07854 153988 Electrical mains

07966246727 Electrical mains 

Prime Electrical 

07856 287837 Electrical mains

Please be aware that the above third party local contractors do not hold or have access to individual property keys. If you are locked out of your home or have mislaid your keys we would recommend you contact a 24hr Locksmith directly.

Many of the properties that we manage have British Gas Homecare cover or similar policies in place as well as some landlords having their own preferred contractors, so please check the information letter you were given when you moved into the property, if your rental property does have a call out policy or specific instructions/contractors, you will need to contact the relevant company and not a Royston & Lund nominated contractor, as per your landlord's wishes. If you need to refresh yourself with regard to whether your rental home has specific contractors/call out policies please contact the office before Wednesday 18th December 2019 to check your records.

Please report all repairs/maintenance requests as normal to [email protected]. Emails will be dealt with on a priority basis during normal working hours as the inbox is not monitored when the office is closed.

Opening hours during the festive period


Saturday 21st December

9.00am – 4.00pm

Sunday 22nd December

10.00am - 12.00pm – Lettings enquiries only

Monday 23rd December

9.00am – 5.30pm

Tuesday 24th December


Wednesday 25th December


Thursday 26th December


Friday 27th December


Saturday 28th December

9.00am - 4.00pm

Sunday 29th December

10.00am - 12.00pm – Lettings enquiries only

Monday 30th December

9.00am – 5.30pm

Tuesday 31st December

9.00am – 3.00pm

Wednesday 1st January


Thursday 2nd January

Normal opening hours resume

Finally we would like to take this opportunity to wish you all a Merry Christmas and Happy New Year from all at Royston & Lund.