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Emergency repairs

If there is a repairs emergency it is important you call us immediately on 01744 637383 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year.

The table below outlines what we class as an Emergency Repair and how quickly we will respond to it.

Emergency Repairs
What's coveredResponse time
Uncontrollable leaks or bursts 4 hours
Blocked drains resulting in the presence of foul waste 4 hours
Total loss of lighting or power on the ground or first floor 4 hours
Immediate risk of structural collapse 4 hours
Unsecure doors or windows 4 hours
Repairs to toilets and cisterns resulting in the presence of foul waste (if only one toilet available) 4 hours
Leaking or unsecure gas appliance 4 hours
Faulty smoke or Co alarms (constantly ringing) 4 hours
Loss of heating and/or hot water 48 hours*
*A 48 hour priority for completion is in operation for properties without heating and/or hot water. The call centre team will determine whether this repair type is an emergency or a 48 hour priority depending on individual circumstances and the prevailing weather conditions.


We always prioritise emergency repairs because they may cause immediate damage to the home or, pose a risk to your health and safety.

Useful numbers in an emergency

Gas leaks/emergencies: 0800 111 999

Electrical supply to your home:  0800 195 4141

Water supply to your home: 0845 746 2200

0800 330 033 – Use this number to report leaks from the main water supply.  Eg. In the street or road.

Police enquiries: 101 or ​999 for emergencies​