Maintenance and Emergency Information

Our property managers are happy to help tenants with maintenance problems and queries. We can tell you how to sort out a minor problem or arrange for other contractors to carry out repairs.

In many cases, however, you may not need our help at all: see Guidance for practical solutions to common maintenance issues experienced by tenants.

At the other end of the scale, we have a 24 hour emergency helpline number for all our managed properties in either Edinburgh, Glasgow and the Countryside.  We do ask tenants to show some common sense about this – not using it, for example, for problems that could easily wait until the next working day.

If you have any questions, or would like to find out more about renting a property through Rettie & Co, please get in touch with our team.

In an emergency

Rettie & Co operate a 24 hour out-of-hours service for EMERGENCIES only that cannot wait until the next working day.

Please call Edinburgh 0131 622 4160 and follow the instructions.

Please call Glasgow 0141 248 4160 and follow the instructions.

Please note: If an emergency contractor attends unnecessarily you may be held liable for the costs involved.


IF YOU SMELL GAS – Switch off gas mains supply, open the windows, call the National Grid (previously called Transco) 24 hour emergency number on 0800 111 999. After carrying out these steps, inform Rettie & Co immediately.

WATER LEAK – Turn off water mains. Switch off electrics if the water leak is near lights or power outlets. If water is coming from an upstairs property, alert the occupants above immediately and ask them to shut off the source of the leak. If they are not in, leave them a note to contact you or Rettie & Co, and call your local Environmental Health Department (numbers below) and ask for the water ingress team. If you are on the top floor, contact Rettie & Co immediately.

Edinburgh Environmental Health: 0131 529 3030, or 0131 200 2000

Glasgow Environmental Health: 0845 270 1558

Borders Environmental Health: 0300 100 1800 (customer services)

Perth and Kinross Environmental Health: 01738 475000

ELECTRICAL FAULT – Check fuses have not blown, circuit breakers are in the ‘ON’ position and that there hasn’t been a general power cut in the area. Replace bulbs if necessary. If you still do not have electricity contact Rettie & Co.

BOILER FAULT – If you think your boiler isn’t working properly, first check to see if the pilot light is on and, if you have a combi boiler, check that the pressure is between 1 and 2. The instruction manual will tell you how to re-light the pilot and re-set the pressure if you suspect this is the problem. If you require further assistance please contact Rettie & Co. on the next working day. If there is a gas or water leak from the boiler, refer to the guidance above and call Rettie & Co. immediately.

ACCESS TO YOUR PROPERTY – Due to the nature of their work, tradesmen are not always able to guarantee appointment times, therefore it would be more efficient to give them keys to your property to attend at their earliest convenience. However, if you wish to be present while the work is being carried out, this can sometimes be arranged.

If you lock yourself out of your property during office hours, Rettie & Co. will be happy to help if we hold spare keys, however if this is outwith office hours, you may be asked to find alternative accommodation arrangements until the next working day. If there is a fault with the lock we will arrange for an emergency contractor to attend.

Please note that these are some of the things which tenants are expected to do themselves:

  • Test the smoke alarms and carbon monoxide detector and replace the battery if necessary
  • Bleed the radiators
  • Unblock plugholes with suitable detergent
  • Replace light bulbs
  • Replace vacuum cleaner bags
  • Clean out blocked vacuum cleaners
  • Tighten loose handles, toilet seats, etc., if only a screwdriver is required

For all other emergencies not listed, please use common sense before calling, we will only respond to real emergencies that cannot wait until the next working day.


If you have any questions, or would like to find out more about renting a property through Rettie & Co., please get in touch with our team.