Out of hours support
What happens outside of the concierge office hours? How do you report a problem? How is the site protected? Here's what you need to know.
1
Encore's out-of-hours service
When it comes to addressing a maintenance issue to Encore, here's what you need to know.
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With a non-urgent issue, report this in the usual way, either logging it via the Places app or portal, or in the log book that's kept on the concierge desk.
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For maintenance emergencies, call Encore's out-of-hours service on telephone number 01223 866980.
2
Hyline Security
Overnight, our site is protected by Hyline Security. If you have any security concerns outside of the concierge team's office hours, call Hyline on telephone number 01223 833993.
3
Criminal or anti-social behaviour
If you see criminal activity happening on our site or are concerned about anti-social behaviour, call the Police. The number for non-emergencies is 101, and for emergencies call 999.
4
When you hear a fire alarm
The fire alarms are connected to a call centre that alerts the Fire Brigade. However, if the fire alarm sounds or you note any fire or smoke and you are concerned, you can also call the Fire Brigade on 999 (or 112 from a mobile, even if you don't have a network connection) to confirm that it has been reported. The Fire Brigade are familiar with our estate and are able to pinpoint where an alarm has been triggered.
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Fire safety notices are posted in each building and in the 'Safety' section of the Encore app/portal. Please take note of these to understand what you need to do in the event of a fire.
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The fire alarms are tested weekly.