Our Customer Service team are available Monday to Friday 8am to 5pm.
If you have an emergency repair to report out of these hours please contact us on 0300 123 8080 and you will be connected to our out of hours partner.
Our out of hours service is for reporting emergency health and safety repairs only. We ask that any non-emergency repairs be reported either online using this form or on the phone the next working day.
Emergency repairs include:
- Exposed electrical wires or broken sockets or water leak through electrical wiring or fittings.
- Gas leaks.
- Burst pipes or other serious leaks when the water cannot be contained at the stop tap.
- Total failure of electricity, gas or water supply (not caused by cuts to the service beyond their home).
- Where there is an immediate danger of injury (for example for loose roof tiles or unsafe walls).
- Total failure of heating or hot water system considered in colder months and/or on a case-by-case vulnerability basis (31 October to 1 May).
- Hot water failure where there is not a suitable alternative means of heating water (such as immersion) .
- Carbon monoxide detector sounding.
- Communal fire alarm sounding continuously.
- Lift breakdown where there is no alternative lift in the block.
- Blocked toilets or drains. Only when the blockage affects the only usable toilet in the property and they’re unable to unblock it themselves. We’ll recharge the customer if the blockage is due to misuse.
- Repairs to communal doors where there is a risk to safety or security.
- Faulty access door locks where there is no other means of entry to their home. We’ll recharge the customer if the problem is caused by missing keys.
- When a home is not secure. For example, if a door is damaged in a break-in and will not close, if a ground floor window is jammed open or if a lock will not operate. If the damage is caused as a result of a crime, the police should be notified who will supply a valid crime reference number. We'll make the home safe and secure at the emergency visit, then agree a follow-on appointment. We will recharge if the damage is caused deliberately.
If you are reporting an emergency repair, our out of hours partner will clarify if the repair needs attendance immediately. If this is the case a colleague or a specialist contractor will then be dispatched to make safe any hazardous situation and arrange to carry out a full repair by appointment.
Please note we will aim to get someone out to you as soon as possible but we will ask them to call you in advance to triage the repair over the phone and to provide you with estimated attendance times.
It is important that you only call our out of hours service if your repair is an emergency health and safety concern. If your repair is not a genuine emergency, we ask that you wait until the next working day to report this to us.