Veeve

Emergency Contacts and Procedures

We understand that any problem during a stay can cause inconvenience and impact your enjoyment of the property. Your experience really matters to us, and we will resolve any problems as quickly as we can. During our opening hours, we will usually reply to all emails or voicemails within two working hours.

Out of hours, it may be that you do experience a non-emergency maintenance problem (please see emergencies below), in which case we will come back to you as soon as possible when our office re-opens. We ask you to please consider whether a problem is an emergency before instructing an out-of-hours contractor to attend.

  1. Police, ambulance and fire brigade​
  2. If you smell gas
  3. If you are locked out or the keys to the property are not working
  4. If there is a major water leak (internal)
  5. If there has been a break-in or another threat to the security of the Property
  6. If there has been a total loss of power
  7. If the heating and hot water have failed

01. POLICE, AMBULANCE AND FIRE BRIGADE:

  • If you experience an emergency and need to reach the police, ambulance or fire service, you should call 999, available 24/7.
  • For non-urgent crime reporting, you can call 101 for the police, available 24/7.
  • For non-urgent medical support, you can call 111 for the NHS, available 24/7.
  • If there is an emergency incident involving the property, please report to Veeve as soon as possible once you are safe and the relevant emergency services have been contacted.

    • 02. IF YOU SMELL GAS:

  • If you smell gas, or to report a gas or carbon monoxide emergency, go outside and call the National Grid on +44 (0) 800 111 999, available 24/7.
  • Please report to Veeve as soon as possible once you are safe and the National Grid have been contacted.

    • 03. IF YOU ARE LOCKED OUT OR THE KEYS TO THE PROPERTY ARE NOT WORKING:

  • During our opening hours (or if out-of-hours but non-emergency), please contact Veeve as normal.
  • If you are locked out during your stay and it is out-of-hours, please contact Barry Bros Locksmiths, available 24/7, on +44 (0)20 7262 9009 or email locks@barrybros.com. You should quote the property address, your own details, and confirm that you are a Veeve guest. The locksmith will first troubleshoot the problem with you over the telephone and attend in person if necessary. If there is a confirmed fault with the lock or keys, there will be no cost to you, however, if you have locked yourself out or the locksmith confirms there is no issue with the lock or keys, the cost of the call-out will be charged to you.

    • 04. IF THERE IS A MAJOR WATER LEAK (INTERNAL):

  • In the first instance, try and stop the water leak by shutting off the water supply. To do this, you need to locate the mains stopcock which is usually found in the kitchen or bathroom. If known by Veeve, the location of the stopcock should be confirmed on your Home Manual, so please check this. Once you have located the stopcock (it is a valve with a water pipe on each side), just turn the tap clockwise to shut off the cold-water supply.
  • If you experience a major water leak during our opening hours, please report to us as usual, as well as taking the above steps to stop the leak.
  • If you experience a major water leak out-of-hours, which you cannot stop, and the leak is causing either a risk to safety or significant risk to property damage, please contact Complete Facilities Solutions, available 24/7, on +44 (0) 800 313 4133 or helpdesk@comfacsol.co.uk. You should quote the property address, your own details, and confirm that you are a Veeve guest. The contractor will first troubleshoot the problem with you over the telephone and attend in person if necessary. If there is a confirmed out-of-hours emergency, there will be no cost to you, however, if the contractor attends for non-emergency reasons, or if you have caused the problem, the cost of the call-out will be charged to you.

    • 05. IF THERE HAS BEEN A BREAK-IN OR ANOTHER THREAT TO THE SECURITY OF THE PROPERTY:

  • If you suspect there has been a break-in, you should call the police on 999 (or 101 if non-emergency), obtain a crime reference number, and report to Veeve as soon as you are safe and able to.
  • If you are concerned that property is not sufficiently secure, or there is a broken door, window, or other entry point, and it is during our opening hours (or it is out-of-hours but non-emergency), please report to Veeve as usual.
  • If you are concerned that the property is not sufficiently secure and it is out-of-hours and requires urgent attention because there is a threat to your health or safety, or risk to the property, please contact All Services, available 24/7, on +44 (0) 20 3627 0820 or dispatch@allservices4u.co.uk You should quote the property address, your own details, and confirm that you are a Veeve guest. The contractor will first troubleshoot the problem with you over the telephone and attend in person if necessary. If there is a confirmed out-of-hours emergency, there will be no cost to you, however, if the contractor attends for non-emergency reasons, or if you have caused the problem, the cost of the call-out will be charged to you.

    • 06. IF THERE HAS BEEN A TOTAL LOSS OF POWER:

  • If there is a total loss of power, this may be caused by a power cut. To rule this out, in the first instance, please visit ukpowernetworks.co.uk/power-cut or call +44 (0)800 3163 105, or 105. If there has been a power cut, the power network will need to restore power and will provide an estimated time frame for this.
  • If there is a total loss of power which is not caused by a power cut, you may be able to restore power yourself by checking and re-setting the fuse box in the property. If known by Veeve, the location of the fuse box should be included on your Home Manual, so please check this.
  • If you experience a total loss of power which is not the result of a power cut, which you are unable to restore, during our opening hours (or it is out-of-hours but non-emergency), please report to Veeve as usual.
  • If you experience a total loss of power out-of-hours which is not the result of a power cut, which you are unable to restore, and there is an threat to your health or safety due to the loss of power, please contact Complete Facilities Solutions, available 24/7, on +44 (0) 800 313 4133 or helpdesk@comfacsol.co.uk. You should quote the property address, your own details, and confirm that you are a Veeve guest. The contractor will first troubleshoot the problem with you over the telephone and attend in person if necessary. If there is a confirmed out-of-hours emergency, there will be no cost to you, however, if the contractor attends for non-emergency reasons, or if you have caused the problem, the cost of the call-out will be charged to you.

    • 07. IF THE HEATING AND HOT WATER HAS FAILED:

  • As this may be caused by a power failure, please check the above first to rule out a power cut, and to check that the problem cannot be resolved by checking and re-setting the fuse box.
  • If the heating and hot water have failed during our opening hour (or it is out-of-hours but non-emergency), please report to Veeve as usual. Please also check your Home Manual for heating and hot water instructions. You may also be able to reinstate the heating and hot water yourself by following instructions and we would encourage you to check that first.
  • If the heating and hot water has failed out-of-hours which you have not been able to resolve and it is an emergency as you are worried about your health or safety, please contact Complete Facilities Solutions, available 24/7, on +44 (0) 800 313 4133 or helpdesk@comfacsol.co.uk. You should quote the property address, your own details, and confirm that you are a Veeve guest. The contractor will first troubleshoot the problem with you over the telephone and attend in person if necessary. If there is a confirmed out-of-hours emergency, there will be no cost to you, however, if the contractor attends for non-emergency reasons, or if you have caused the problem, the cost of the call-out will be charged to you.