Out of hours emergency repairs
An out of hours emergency repair is something that’s causing danger to you or your home. We’ll be with you within 24 hours to make it safe – usually quicker, but may only be able to do a temporary repair or ‘make safe’.
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.
