Emergency repairs

About emergency repairs

We aim to attend these repairs within 24 hours to make the home safe and, wherever possible, to complete a full repair. Where a full repair is not possible, we will arrange a new suitable appointment.

Examples of emergency repairs are:

• no power or lights (and not a general power failure) or there is an unsafe socket or fitting which the customer needs to use
• total loss of heating in winter, where there is no other form of heating available
• loss of hot water
• toilet not flushing if only one toilet
• total loss of water supply (and not a general failure)
• bursts on hot-water or cold-water supply, but only if they are not able to turn off the stop tap
• water is affecting wiring after a burst
• blocked drains or leaking foul drain, soil stack or toilet pan. (Where there is only one toilet)
• serious leaks inside the property, that cannot be contained
• insecure outside windows, doors or locks (where the window/door cannot be closed and/or secured by any means whatsoever)
• lifts and fire alarms are out of order
• a dangerous structure, such as a wall that might collapse
• prevalent damp and mould that is impacting a customer’s ability to breathe