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What can I expect when reporting an emergency?

When you report an emergency at Enclave, the priority is making sure you and your home are safe. The process is designed to respond quickly and effectively. For major emergencies, the team will follow an escalation procedure so the issue is solved as soon as possible and will be prioritised over any other service requests,

What happens after you call

  1. Details taken: You’ll be asked to describe the issue, its location, and the immediate impact (e.g. flooding, no power, or broken lock).

  2. Advice given: If safe, you may be guided through steps to contain the problem while help is on the way (such as turning off water or electricity).

  3. Contractor dispatched: An emergency contractor or on-call team member will be sent to attend as quickly as possible.

  4. Make safe first: The initial visit may focus on making the situation safe. A follow-up appointment may be needed for a full repair if specialist parts or work are required.

  5. Follow-up arranged: The management team will confirm next steps and keep you updated.

Helpful tip

When calling, try to provide as much detail as possible, and stay accessible by phone until the contractor arrives. This helps ensure the right response is sent quickly.