Unfortunately we cannot react to all reports for repairs at the same time and some repairs requests need to be dealt with more quickly than others.
We have three main types of repairs categories:
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Emergency Repairs |
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If you have an emergency at any time, day or night, you should phone
0800 195 3172 |
These are repairs which could cause an immediate health hazard or danger to you, your neighbours or significant damage to your home.
We will visit within 2 hours to complete a temporary repair and make safe, if required, carry out a follow up repair within 24 hours.
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What to do if you have an emergency
• Report the fault as soon as you can by calling us on 0800 195 3172 or 0303 333 0101 from a mobile
• If you smell gas, contact National Grid on 0800 111999 immediately. Turn off the gas, open your windows and ventilate the property. DO NOT turn on or off any light switches or power supply.
• If you have a burst or leak, turn off your water supply at the stop tap.
• If the emergency is due to an electrical fault turn off power supplies at the main fuse box or meter.
Only report an emergency repair if there is immediate danger to personal health and safety or serious damage to property. |
When you call us we will ask you a number of questions to confirm your problem is an emergency.
Examples of emergency repairs;
- Total loss of electric power
- Unsafe power or lighting socket or fitting
- Total loss of water supply
- Total or partial loss of gas supply
- Blocked flue to open fire or boiler
- Total or partial loss of space or water heating (31st Oct – 1st May)
- Blocked or leaking foul drain, soil stack or ( where no other working toilet in the dwelling) toilet pan
- Toilet not flushing ( where no other working toilet in the dwelling)
- Leak from water or heating pipe, tank or cistern, but not overflow pipes
- Insecure external window , door or lock
Please note:
• We will charge you for the costs of the repair if we, or contractors working on our behalf, carry out work after normal hours on a non-emergency.
We will charge you if the item in need of repair is your responsibility
Urgent Repairs
Urgent repairs are those that do not pose any immediate danger to health or the property, but will cause a major inconvenience to the customer.
We will complete urgent repairs within 5 working days.
Examples of Urgent repairs
- Partial loss of electric power
- Partial loss of water supply
- Total or partial loss of space or water heating, summer period
- Blocked sink, bath or basin
- Tap which cannot be turned
- Leaking roof
- Loss or detached banister or handrail
- Rotten timber flooring or stair tread
- Door entry phone not working
- Mechanical or electrical extractor fan not working
Routine Repairs
Routine repairs are non-urgent repairs that cause a limited amount of inconvenience.
We will complete routine repairs within 20 working days
Routine repairs are typically other repairs that can be programmed and appointed within a month of your request