If during your tenancy you encounter any problems, please get in touch with us. If it is an emergency and needs to be dealt with straight away, please call our maintenance team on 029 2023 0033.

If you have a non-emergency maintenance issue please contact us via email using this address: help@imperialservices.co.uk. You can also use the maintenance contact form and the message will be picked up and actioned during office hours.

Our contractors are available when the office is closed for emergencies only. You can get in touch with them by calling our head office on 029 2030 3040 and the message on the answering machine will have the contact numbers on. Find a pen and paper before calling us, as you will need to write down the numbers.

Gas

All of our properties have passed their gas safety checks and we hold the relevant certificates on file. If you notice any changes to the gas appliances in your property, let us know straight away. Leaking gas is a fire hazard. If you smell gas, contact Transco (0800 111 999) immediately. Turn off the supply at the mains supply, and open the windows. Do not switch anything electrical on or off, including lights.

Fire safety

Shared houses are at the greatest risk of fires. All of our properties are fitted with smoke detectors, and larger houses will have a full fire alarm system in place. Tampering with these installations is a serious breach of contract and could put lives at risk. Exit routes from the property should be kept clear of obstructions at all times. With common sense and due care, disasters can be avoided.

Security

We all like to think that our homes are safe places to live, but there’s no harm in taking the time to make sure that you and your home are protected. Once in the property:

  • Leave lights on if everyone in the house is out, or use automatic time switches.
  • Always make sure that your doors and windows are properly secured and locked before going out.
  • Remove all valuable items during holidays.
  • Never let anyone into the property without seeing some ID. If they say they represent the owner or the managing agents check that this is true. Representatives of Imperial will be able to identify themselves.
  • If you have doubts about the security of your house contact the Community Safety Officer at your local police station.

What to do if you are burgled

  • Contact the local police immediately.
  • Make a list of everything that has been stolen or damaged so that full details can be sent to your insurance company.
  • Cancel any stolen credit or debit cards.
  • If official documents e.g. passports or driving licences have been stolen, you will need to contact the relevant authority.
  • Get in touch with us so that we can assist in re-securing your home.

Your Refuse

Household refuse must be disposed of safely and responsibly. You must put your refuse in black plastic bags and secure the opening tightly. Do not over pack or they could tear and disperse onto the street.

Please find out what day your refuse is collected by the local council and put the bags out the evening prior to that date. Do not put them out earlier or they might be damaged by people or animals and rubbish will spill out and cause danger and inconvenience to neighbours or pedestrians. The City Council has very strict regulations now regarding litter and you may be prosecuted for repeated offences. Please note that if the council contact us about your refuse whilst you are in the property or after you have vacated when you leave your refuse at the end of your tenancy we will have it removed and you will be charged.

To find out when is your collection date for your rubbishes please simply Text 60066 with your HOUSE NUMBER and POSTCODE and you will receive a weekly text to remind you of your collection day and what needs to be placed out.

Emergency numbers:

NB IF THERE ARE ANY UNNECCESARY CALL-OUTS: YOU WILL HAVE TO PAY THE OUT OF HOURS RATE WHICH THE CONTRACTOR DEEMS FIT FOR A WASTED CALL-OUT. TAKE THE TIME NOW TO PROGRAM THESE NUMBERS INTO YOUR PHONE AS YOU NEVER KNOW WHEN THEY MIGHT COME IN HANDY.

LOCKS: Maz on 07714817770
BOILER: Heating or Hot water: Heating Cardiff 07929298328
ELECTRICAL: In-Time Electronic 07970710007

IF YOU DO NOT USE THESE EMERGENCY NUMBERS, AND SOURCE YOUR OWN CONTRACTOR, YOU MAY BE LIABLE TO PAY.

Fire Alarm

If the fire alarm sounds in your house:

Please check with all flats to see if anyone has set the alarm off by burning food whilst cooking or smoking, or to see that any of the flats have a fire .When you are positive that there is no fire please reset the alarm. Read the panel for instructions. The standard procedure is to enter the code number then press the reset button. Some panels do not require a number and you just need to press the reset button. Please familiarise yourself with the panel now in order to save time later.

If the code number is not displayed then please try the following codes:- 4415 or 2143

If all fails then please call: In-Time Electronic 07970710007

Laminate Floors

PLEASE NOTE THAT IF YOUR PROPERTY HAS LAMINATE FLOORING YOU WILL DAMAGE THE FLOORING WITH STILLETTO HEELS PARTICULARLY IF THE HEEL HAS METAL AT THE END OF THE STILLETO TIP. THIS COULD RESULT IN THE WHOLE FLOOR NEEDING TO BE REPLACED. PLESAE BE AWARE OF THIS WITH YOUR OWN SHOEWEAR AND ALSO YOUR GUESTS.

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