Help centre / Requests & Emergencies

Emergencies: made-safe steps, photos & before/after

What you see while an emergency is dealt with, and the paperwork that follows.

When you report an emergency (or e-mail one in), the job page in your portal keeps you informed as the engineer works:

• Made safe at HH:MM — the make-safe steps the engineer completed, each with an evidence photo.
• Made Safe PDF — a one-page record you can download; it's also e-mailed to you and filed under the job's documents.
• Repair steps ticked off with photos as the permanent fix progresses.
• Before & after — the original photos (with any numbered mark-ups pointing at the defect) paired with completion photos.

The response clock for your emergency's tier is shown at the top; you'll get portal notifications at each stage.

Related: Emergencies · Your jobs