Report an emergency repair

Emergency out of hours repairs

Call: 01204 338200, 24 hours a day, 7 days a week.

This is not a 999 emergency service.  It is for repairs that if not carried out imminently may result in lives, health or property being put at serious risk.  You will be charged if you call us out to a repair that is not an emergency.  Our telephone operators can guide you and here are some examples of situations likely to be an emergency:

• No heating or hot water (no hot water, will only be classified as an emergency in exceptional circumstances e.g. illness, infirmity, aged or if children are present) 
• No lights or power 
• Electric shock
• Exposed bare wires (including ceilings)
• A burst pipe or tank 
  Locked out or locked in (you may be charged)
• Unsafe building e.g. leaning chimney stack Blocked sewer or toilet (where there is only one toilet in the property) 
• Rain entering the property 
• Taps stuck full on (where water cannot be turned off at the stop tap) 
• Property insecure e.g. broken window or damaged door following an accident or incident

If you smell gas or have fumes escaping you must always telephone the National Gas Emergency number: 0800 111 999.

Emergency repairs are always dealt with within 12 hours, but usually within the first few hours of them being reported.

For extreme emergencies, our aim is to respond within a two hour target. We’ll usually carry out a temporary repair to make the situation safe and then a permanent repair will be carried out as soon as possible afterwards.

We also have a 'concern for welfare' response which is an immediate response. We will send a member of the emergency team who will attend to the situation.  

If our operative can’t gain access to your house, they will leave a card requesting you to phone the repairs number again if you still need the repair carrying out.

If you use the emergency number to tell us about a non-urgent repair, we’ll ask you to call back between 8am and 6pm, Monday to Friday, to report the repair in the usual way.