Out of hours emergency repairs
Emergency repairs include:
- No heating or hot water between 1 October and 31 March, where a member of the household has a vulnerability that is severely impacted by not having these services
- Where a home is insecure due to a damaged door or ground floor window (communal doors that are insecure will be raised on an urgent)
- A severe leak or burst pipe that cannot be contained
- A leak that is affecting the electrics
- An unsafe electrical fitting that is sparking or smoking, or bare wiring
- Leaking roof (if reported at night, we’ll attend the following day – it’s not safe to climb up on a roof in the dark)
- Unsafe structure
- Losing your entire supply of electricity, water or gas, where we have checked there are no issues with the local supplier
- Leak of sewerage
- Complete failure of communal lighting
- Lift outages are attended in 4 hours. Where someone is stuck in the lift, we will attend within 1 hour
We’re open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday. If you have an emergency outside of these times, you can call us for free on 0800 652 0898. There’ll be someone to take your call any time of day or night.
However keep in mind – if we come to your home and the repair isn't an emergency, you'll be charged an emergency call-out fee.
We use a sign language service for customers who use British Sign Language. The live service, provided by SignVideo, will enable you to contact us using British Sign Language. When selected, you’ll be connected to an interpreter from SignVideo who'll interpret your call. If you need to use this service to report an out of hours repair please visit our accessibility page to find out more.
If you’re hard of hearing or find calling on the phone difficult, you can use our text service to report a repair when our offices are closed (evenings/weekends):
- Send your text message to 07797805470
- Start with the word ‘csinfo’. This must be written all in lower case, with a space after it, before your message
- Write ‘VIVID’, then your name, address and post code
- Then give the details of your repair
- Send the message.
You’ll get a text to let you know that the message has been received and what happens next. This isn’t an automatic reply, but sent by a member of the team, so it may take a bit of time to come through.
