Sorry if you are facing a difficult situation and thank you for reading this article in advance! Don't worry - we are with you and will help you resolve your case asap! The most important aspect: your safety!
Emergencies are defined as dangerous situations or a supply stop of vital resources! There are two kinds of categories for emergencies:
1. Situations in which you have to immediately turn to public authorities without
hesitation or informing the homefully Support Team first. These are, but not limited to:
🔥 Fire outbreak
👮♀️ Theft & burglary
🩸 somebody is seriously hurt and needs an ambulance
Call the emergency service (112) in case of a fire outbreak, severe(!) water damage, or a medical emergency.
Call the police (110) in case of direct threats or a burglary.
Call 112 or the police first and contact homefully afterwards with details.
Please note: After engaging with public authorities, please report the events to our Support Team via a submitted ticket as a logged-in user. This way we are able to speed up our internal followups, coordinate a direct call back to you and notify all necessary parties to send assistance if required.
We strongly advise notifying your flatmates about such events in case they missed them ASAP.
2. Situations that are reported directly to the homefully Support Team.
These are, but not limited to:
Emergency situation assistance from homefully:
💥 Power shutdown / full power outage
♨️ Heating failure (October - March)
💦 Water Pipe burst: open or hidden (wet stains, or slowly dripping water)
💧 warm water failure
Please report the events to our Support Team via a submitted ticket as a logged-in user. Our ticketing system prioritizes these tickets accordingly, hence our Community Managers will be able to immediately set our emergency protocols in motion to provide you with solutions.
Please note: We strongly advise notifying your flatmates about such events in case they missed them ASAP. homefully is able to speed up our internal followups, coordinate a direct call back to you and notify all necessary parties to send assistance if required if you submit your ticket directly as a logged-in user.
* In some of the emergency cases mentioned above, it can be helpful to inform the local janitor of the building in case there is one. Especially if the events happen on the weekend and the whole building is affected. Usually, the local janitor's contact can be found on the notice board at the building entrance.
As homefully provides support to more than 900 people with the necessary assistance
we kindly ask you to be patient when submitting your ticket as a logged-in user.
Be assured that homefully takes the responsibility towards its Community's safety