Emergency repairs

We class jobs that are most urgent as 'emergency repairs'. Call us any time on 0800 840 1444 to report an emergency repair. Please don’t text, email or report a repair online if it is an emergency.

We will come to an emergency call-out within three hours and often be able to do the repair there and then. But sometimes - if we don't have the right parts for example - we will make the problem safe or fix you up with a temporary solution.

For example if you report a broken window in the night we may have to board it up first and then come again in the light to do the permanent reglazing. If we do need to come again we will contact you the next day to make an appointment.

Emergency repairs include:

Heating/Water
No heating or hot water between October 1st and March 31st only - except in circumstances below
No heating or hot water any time of the year if you have a vulnerable person in your home - a young baby, or someone who is elderly or disabled
Heating system giving off fumes - call Transco on 0800 111 999
No cold water (but check with neighbours to see if it affects other homes)
 
Burst, major leak, water penetration
A burst or leak should at least fill a household bucket overnight. Turn off the water
Any burst, leak or water penetration that is affecting electrics. Turn off electricity

Toilet
Blocked toilet - but only if there isn't another toilet in your home
Toilet that won't flush - but only if it is the only toilet and you are unable to flush it with a bucket of water as a temporary solution

Bath, shower, washbasin
Bath blocked or no water from taps - but only if someone in the home has a medical condition that makes the bath essential
Shower broken - but only if someone in the home has a medical condition that makes the shower essential. We may be unable to fix a shower at an emergency call-out if it needs special parts
Washbasin blocked or no water from taps - but only if someone in the home has a medical condition that makes the basin essential

Kitchen sink
Kitchen sink blocked or no water in the taps - but only if someone in the home has a medical condition that makes the sink essential

Electrics
Complete power failure - but if nearby homes are affected contact the electricity company instead.
Power off in part of the home - but only if it is a danger to health or safety because it's needed for essential equipment like a stair lift or nebuliser
Electrical fitting smoking or scorching - (also turn off the electricity).
Fire alarm in block of flats broken

Drains and waste
Blocked drain - but only if sewage is coming up
Blocked refuse chute in a multi-storey block

Door (outside)
Lock broken - but only if it makes your home insecure. You may have to pay for this repair
Door broken - but only if it makes your home insecure. You may have to pay for this repair

Window
Window broken - but only if it makes your home insecure. You may have to pay for this repair

• Order a repair online
• What to do in an emergency

• Repairs leaflet