Emergency Repairs | Latest News

Emergency Repairs

Emergency repairs

We aim to respond and attend to all emergency repairs within 24 hours; the average wait year to date is approximately 10 hours.

What is an emergency repair?

An emergency repair is classed as something that is a threat to life or property and includes the following:

  • A complete loss of water supply;
  • Major leaks which cannot be contained;
  • A blocked toilet where there is only one toilet in your home;
  • A complete power failure;
  • A complete loss of hot water for those customers who we consider to be vulnerable, for example, those with very young children, the elderly or those with medical needs;
  • An unsecured home, for example, external doors or windows broken or damage to the actual structure of the house;
  • Failed smoke or CO2 alarms;
  • A complete loss of heating from 1 November until 30 April.

What can you do to help?

As we approach the winter months we anticipate an increase in emergency call outs. We have already been running several awareness campaigns on our social media channels to highlight some of the issues which may lead to emergency call outs and we are now reminding customers of what classifies as an emergency.

We’d like to thank you for your continued support and understanding.

Repairs can be reported on our customer portal, Your Platform

Emergency repairs can be reported 24/7/365 on 0333 200 7304.

If you suspect you have a gas leak, you must phone the gas emergency number on 0800 111 999 and ensure you are safe before calling us.

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