Who to contact in an emergency
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.
Gas
If you smell gas, please phone the National Gas Emergency Service on 0800 111 999 immediately. This is a free service.
Do not use anything electrical or anything with a naked flame until they have told you it is safe to do so.
Please also call us on 0300 303 1010 to let us know.
Electricity
Please check with the utility provider to ensure there is not a power cut in your area. Check with a neighbour to see if they are experiencing the same problem. If we attend and the fault is caused by an appliance you will be recharged for the visit.
To check if there is a power cut in your area, phone the fault emergency service on 0800 6783 105 or call 105.
We’d also advise checking the UK Power Network website and/or the National Grid website.
We will not visit you if the power loss is as a result of a power cut or you not having credit on your electricity meter or key card.
We will attend as an emergency where there is a total loss of electricity that is not caused by a power outage from the utility provider, or by faulty appliances.
If after following the above steps you still need to report a loss of power, call us on 0300 303 1010 and select Option 2.
Water
Please contact your local water supplier to check if there are any issues affecting your property. You can find your local supplier by visiting www.water.org.uk. If there is no local issue reported, then please call us on 0300 303 1010 and select Option 2.
Emergency repairs within your home
To report an emergency repair within your home please call our Customer Service team immediately on 0300 303 1010.
An emergency repair is needed when there is an immediate health and safety risk to you or your home, or the structure of your home has been damaged.
Repairs that should be reported immediately include:
- Uncontainable water leaks
- Complete loss of hot water or heating during the winter period
- Electrical or fire risk
- Property security
We respond to emergency repairs within 24 hours or make safe until a permanent repair is possible.
What if my emergency isn’t about a repair?
If your emergency isn’t related to an urgent repair, such as domestic abuse or other crimes, you should report it to the police in the first instance.