Emergency and important numbers

Emergency and important numbers

In an emergency, what matters is that the number is already known. This page is worth bookmarking on your phone.

The Telephone number of the property management and the contact details for heating and electrical as well as the location of the main tap, meter and fuse box are in the Property profile Your property — there, because they only concern the residents of the building. You will receive the password for access when the flat is handed over.

Water damage

Call immediately — do not email. For safety reasons, we do not issue shut-off valves for individual apartments, and the key to the main stopcock is held by the property management. We will arrange for the water to be turned off immediately; if you happen to see the property management on site, please ask them directly.

What you can do yourself: Shut off the supply line at the appliance or the tap where possible – for a washing machine, dishwasher, or dripping connection. And ring the doorbell of the neighbours below the affected flat so that they can move furniture and appliances to safety.

Power cut

First check whether only your flat is affected: check the fuse box to see if a switch has tripped. If the whole building or the street is affected, it is a power grid issue — in this case, contact your grid operator, whose fault reporting number can be found on the property sign. A switch that trips again immediately after being reset indicates a fault: unplug the appliance, do not keep trying to switch it back on.

Heating or hot water fails

Let us know, even at the weekend — that's what the emergency number on the property page is for. In winter, a heating failure is not something that can wait until Monday morning. Just check beforehand whether only a single radiator is cold; in that case, it usually just needs to be bled.

There's a smell of gas

• Don't turn any lights on or off, don't unplug anything, don't ring the doorbell, don't make any phone calls — every spark can ignite.
• Open windows, shut off the gas tap, leave the house, warn neighbours as you go.
• Out in the open first call 999.

Locked out or lost key

Call us first — also in the evenings and at weekends. One of us will come and let you into your flat. For this service we charge €100 per case.

Please do not call a locksmith first. He usually drills out the cylinder. This means that it's not just the door that's affected: a destroyed cylinder renders all corresponding keys useless, and the replacement costs a multiple of our call-out fee — on top of the emergency service's invoice.

Should we be unable to wait for our arrival: Get a fixed price quoted over the phone and not to give an order that damages the door. An ordinary closed apartment door is opened, not forced open.

Damage that can wait

dripping tap, jammed window, broken roller shutter straps: report it via the Contact page with a short description and, if possible, a photo. Small damages reported early stay small — and we'd rather be there once too often anyway.

Good to know

The 112 emergency number applies throughout Europe and also works without credit. It is free of charge. If you are not sure whether it is an emergency, call anyway — judging that is the job of the control centre, not yours.