Emergency repairs

To report an emergency repair during normal working hours (9am to 5pm), contact our Customer Service Centre on 01438 211011.

For emergency repairs outside of normal working hours that pose an immediate risk or danger to the tenant or property call 01438 314963.

Emergency works are to make a situation safe. Emergency repairs will be attended to ‘make safe’ or complete the repair within 24hrs of being reported. This may include, for example; isolating a water supply when a major leak occurs or boarding up a window to make a property secure.

Some minor repairs may be able to be completed at the emergency visit. On occasions where we need to complete follow-on work, this will be scheduled and given either an urgent or routine response category.

Some examples of emergency repairs are:

  • Insecure properties
  • Hazardous premises (structural damage, fire damage, dangerous glazing, communal lighting failure etc.)
  • Gas escapes or blocked flue
  • Total loss of light or electrical power
  • Total loss of water
  • Lighting failure to more than one room
  • Faulty electrics sparking or smoking and/or bare wires
  • Sole toilet facility not working or severely blocked (rechargeable if due to your misuse e.g. disposal of nappies)
  • Loss of heating in winter months (October to March)
  • Missing inspection chamber
  • Severe flooding caused by burst pipe or tank
  • Inoperable stair lift or lift
  • Communal repairs that represent a Health and Safety risk
  • Blocked drains (if backing up)
  • Damaged or dangerous roofs

Please note
If we attend an out of hours emergency call out that is not a genuine emergency, we reserve the right to charge you for the appointment.

If you call out the emergency team and:

  • You are not home when the contractor arrives and/or;
  • You call out the emergency team and it is found not to be a genuine emergency

You will be charged the standard £103 + £30.90 (admin fee) plus VAT, plus the cost of any work that is carried out.

If you think you have a gas leak

If you think you may have a gas leak, contact Transco immediately on Free phone 0800 111999.

Do not switch lights on or off or light a match or other naked flame. Turn off the gas at the meter, open all windows and stay outside your home until Transco tell you it is safe to go back.

If you have a major water leak

Please contact our Customer Service Centre straight away on 01438 211011 or our emergency Out of Hours number 01438 314963 outside of office hours. Turn your water off at the main stopcock and your electricity at the meter.

If you have a burst water pipes

If the burst water pipe (clean water) is in the road, this should be referred to Affinity Water 03453 572407.

If the burst water pipe (clean water) is within the boundary of the tenanted property, please contact our Customer Service Centre straight away on 01438 211011.