How do I report an emergency issue?

If you need to report an emergency issue, contact reception directly straight away. Please do not log emergency repairs through the Scape app, as urgent issues need immediate attention from the on-site team.

How to report it

• Go to reception: speak to the team in person if it is safe to do so.
• Call reception: if you cannot get there safely, phone your building reception team.
• Explain the issue clearly: tell the team what has happened, where it is and whether anyone is at risk.
• Follow instructions: the team may ask you to move away from the area, avoid using equipment or wait somewhere safe.

Reception is available 24/7, so there is always someone who can help. Emergency issues include flooding, a major active leak, total power failure, complete loss of heating or hot water, a broken lock or door that affects security, or anything that creates a safety risk.

If there is an immediate danger to life, such as fire, serious injury, smoke or another life-threatening emergency, call 999 first. Once you are safe, inform reception so the Scape team can support emergency services and help other residents if needed.