Who to contact in an emergency
If you need to report an emergency repair, then you’re in the right place.
What is an emergency?
A repair will be treated as an emergency where there is an imminent and severe risk of danger or harm to your home, residents or the public. We will attend to emergency repairs within 24 hours of receiving the call reporting it. In the case of people being trapped in a lift we will attend within four hours.
To report a gas leak, or total loss of electricity or water supply, you’ll need to speak to the relevant contact(s) below.
If you smell gas, please phone the National Gas Emergency Service on 0800 111 999 immediately.
Do not use anything electrical or anything with a naked flame until they have told you it is safe to do so. They will make the situation safe.
This is a free service.
Electricity (total loss of power)
We will attend as an emergency where there is a total loss of electricity and this is not caused by an appliance or a power outage from the utility provider.
It is your responsibility to check with the utility provider and to ensure that the fault is not caused by an appliance. If we attend and the fault is caused by an appliance you will be recharged for the visit.
We will not visit you if the power loss is as a result of a power cut or you not having credit or your electricity meter or key card.
To check if there is a power cut in your area, phone the fault emergency service on 0800 783 8838.
Water (total loss of water supply)
Please check that your stopcock is turned on, and then contact your water supplier.
Emergency repairs within your home
To report an emergency repair within your home please call our Customer Services team immediately on 0300 303 1010.
If our offices are closed, please call 0203 589 3051. Our out of hours handling agent will note your problem, and pass on the information you’ve given.
The list below is just a sample of some of the jobs that may be treated as an emergency but there may be others, For example, in the winter, total loss of heating and hot water would be treated as an emergency.
To see more information, on the examples listed below you’ll need to click on the ‘+’ next to the repair.
If we are called out to make an emergency repair and the damage has been caused by misuse, a charge will be made.
Front or back doors
We’ll make sure your property is safe and secure if the damage has been caused by a criminal act and you have a valid police crime reference number.
We’ll make sure your property is safe and secure if the window is on the ground floor, can be opened from the outside and the damage has been caused by a criminal act, and you have a valid police crime reference number. We only carry out repairs if we have fitted the window locks.
Fences, gates or walls on boundaries
We’ll make the fence or wall safe and secure if it is in a dangerous condition or on a public pathway.
You are responsible for keeping drains clear and making sure nothing is put down a drain that might cause a blockage. If you or the property is in danger, we will treat this as an emergency.
Water pipes inside your home
You should try to stop the leak or contain it, if possible, and turn off your water supply at the stopcock. Do not touch any electrical equipment that may have come into contact with the water, and turn off your electrical supply at the mains if it is safe to do so.
Leaks from radiators or heating pipes
You should turn the control valve on the radiator to its lowest setting, place a container under the radiator fitting or pipe to catch the water.
Bannister rails (in shared areas)
Other than emergency repairs, which we will carry out within 24 hours, we will carry out work within the time given or as part of planned work.