What we class as an emergency or routine repair

Emergency, Urgent and Routine Repairs

We'll treat any repair as an emergency where there is a serious, immediate risk to your health and safety or the security of your home. We will respond within 24hours to make safe, but we may have to come back at a later date to finish the repair sometimes.

Storm, accident or flood damage
Gas leaks - contact the National Gas Emergency Line on 0800 111 999
Complete loss of electric supply - contact your electricity supplier first
Complete loss of water supply - contact your water supplier first
Heating failure
Blocked or leaking foul main drain
Blocked toilet where there is only one in your home (but you may be charged if you or your family have caused the blockage)
Major pipe bursts
Major roof leaks
Broken main entrance door /window posing a security risk
Blocked flue
Smoke detector not working (doesn't include changing batteries)
No heating (between 1 November and 30 April)
No hot water (between 1 November and 30 April)

If you don't know who your water supplier is, you can find out using this website. If you don't know who your gas or electricity supplier is, you can find out using this website.

Urgent repairs

These aren't emergencies, but they need to be fixed sooner than regular repairs. This might be because the customer has a specific disability that makes the repair more urgent.

Routine repairs

We'll aim to deliver these at a convenient time for you within 28 days. However we may not always be able to achieve this during busy periods. These are repairs that are needed to put something right that isn’t causing serious inconvenience. For example:

Dripping tap

Repairs to light pendants and electrical fittings

Minor carpentry repairs

Minor fence repairs

Failure of extractor fans

Defective gutters/rainwater pipes

For repairs that will take us more than 4 hours to complete, will be classed as a larger repair, this could take us up to 3 months to complete.

For more information, read our repairs policy.