Emergency repairs and important safety checks

We have put a number of measures in place to ensure we work safely according to the social distancing rules set out by the government so please allow us access if we need to carry out work in your home. It is essential that you let us know beforehand if you or anyone in your home is unwell so that we can ensure our staff and contractors take appropriate additional safety measures. We will always contact you to check if you have any health issues or concerns before we visit. Click here for more information about repairs and here for information about safety checks – link to existing pages on our website

What is an emergency?

An emergency repair, if not completed, could cause significant damage to your home, or risk your safety. Examples of Emergencies repairs include:

  • Major flooding
  • Total loss of or major fault with electricity supply
  • Unsafe electricity fittings
  • Gas leak or loss of heating
  • Roof leaks resulting in serious internal flooding
  • Plumbing leaks that cannot be contained
  • Breaches of security to external doors or windows
  • Failure of a fire alarm system
  • Sole or only accessible WC not flushing
How will we do this safely for you and staff and what will we check with you?

Any works undertaken will follow strict health and safety protocols to protect both you and our staff. Where households are self-isolating, our contractors will wear protective clothing and request that householders stay in separate areas of the home to maintain social distancing measure of 2 metres.

How to report?

Our 24-hour Customer Service Centre remains open and fully operational. Please contact us on 0800 435 226 to report your emergency repair.

It is important that only emergencies are reported at this time, as we will not be carrying out any new routine repairs or complete existing routine repairs

Safety checks

We want to ensure your home environment remains as safe as possible. Therefore, we will be conducting essential safety checks, including gas and electric checks in your homes if they fall due in the next 3 months.

If we are unable to carry out a gas safety check we will provide you with a carbon monoxide detector, as an additional precaution until we complete the service.


We will also continue our program of safety inspections on mechanical installations, such as lifts and fire alarms.