An emergency repair is one that could:

  • pose a danger to your health or that of other occupants in your home
  • be a risk to your safety or that of other occupants in your home
  • potentially cause serious damage to your home.

Report an emergency repair: 0330 119 3000

This service is available 24 hours a day.

Please do not report emergencies by email or online.

You may have to pay for repairs if it's not an emergency.

If you report an emergency repair and it turns out not to be one you will be liable to pay the full cost of the call-out and repairs bill. Out of office call outs are expensive so these costs may be high. (See other ways to contact us with a general non-urgent enquiry.)


Emergency temporary repairs

Sometimes we will carry out a temporary repair, to make your home safe and carry out a permanent repair later.


Types of emergency repairs and response times

Water and sewage

We will send someone out within two hours if your emergency constitutes:

  • burst pipes
  • blocked or overflowing drains
  • blocked soil stacks (the pipe that takes all the waste water from the upstairs plumbing system of a building)
  • leaks from a header tank (used to fill the heating system and accommodate the expansion of water during the heating cycle) where this causes damage to your home
  • leaks from a hot water cylinder where this causes damage to your home
  • leaks from an incoming cold water pipe where this causes damage to your home
  • leaks from a roof to within your home where this causes damage to your home
  • other uncontrollable water leaks where this causes damage to your home
  • leaks from a toilet cistern (the part of the toilet that holds the water that is necessary to flush this appliance after it has been used) or to the pan (bowl) where this causes damage to your home.  

Sometimes we will carry out a temporary repair, to make your home safe. We will carry out a permanent repair later, during working hours.

No water? Contact your water supplier

Contact the supplier you pay your water bill to.  In Waverley, it's likely to be:

Blockage from a drain or flood from public sewer

If you think there is a blockage from a drain or if your property has been flooded by a public sewer contact Thames Water on 0800 316 9800


Electrics

We will send someone out within two hours if your emergency constitutes:

  • having no electric central heating in your home or block between 31 October and 1 May. This will be for a total loss of heating to a property and not just one storage heater not working. Between 2 May and 30 October, we will only treat  such a repair as an emergency if the tenant(s) or a member of their household has a medical issue, a disability, is elderly or there is a new born child). 
  • electrics that are sparking, smoking, very hot, or with bare wires
  • making safe electrics within your home as a result of water coming into your home   
  • a temporary repair to a meter cupboard where this is in a shared area.

Sometimes we will carry out a temporary repair, to make your home safe. We will carry out a permanent repair later, during working hours.

No power? Contact your electricity supplier

If your home has a total loss of electric power and your neighbours still seem to have power, you should contact your electricity supplier.

If you suffer a power cut in your area, please call 105 for free. For further information on this service, please access the power cut 105 website


Gas, heating and fire safety

We will send someone out within 24 hours if your emergency constitutes:

  • total loss of heating and hot water to your home or block between 31 October and 1 May. Between 2 May and 30 October, such a repair will only be treated as an emergency if the tenant(s) or a member of their household has a medical issue, a disability, is elderly or there is a new born child.
  • Leaks from hot water systems where this causes damage to your home. 

If there is no heating in your home, our contractor will supply you with temporary heaters. We may need to organise a follow-up appointment during working hours to fix the issue.

If you live in Senior Living (Sheltered) accommodation

We will send someone out within four hours where the loss of heating or hot water affects more than one property or there is a major or uncontainable leak.

If there is no heating in your home, our contractor will supply you with temporary heaters. We may need to organise a follow-up appointment during working hours to fix the issue.

Smell gas? 

Call the National Grid Gas Emergency Number on 0800 111999.

(Don't use a landline or mobile phone in the affected property)

It doesn't matter who your gas supplier is. Always call the National Gas Emergency Service (24 hours) to report a gas or carbon monoxide emergency.

You should also:

  • turn off all gas appliances immediately
  • open all doors and windows
  • put out any naked flames including cigarettes
  • turn off the gas supply by closing the handle next to your gas meter
  • do not switch on the lights or any electrical appliances until the National Gas Emergency Service tells you the fault is repaired.

Door and locks

We will send someone out within two hours if your emergency constitutes:

  • problems with external door locks - when a forced entry is needed.
  • security locks when one or more of the occupants of your home has suffered domestic abuse
  • gaining entry if you are locked out of your home (you may be re-charged for this work).

Sometimes we will carry out a temporary repair, to make your home safe. We will carry out a permanent repair later, during working hours.

Emergency repairs do not include:

  • loss of reception from a communal (shared) TV aerial
  • loss of heating between 1 May and 31 October
  • lost keys to your home
  • faulty or dripping taps
  • a blocked sink or bath.

How do I report a non-urgent repair?

If your repair is not an emergency then please see report a repair for details of how to make a repair request.  You can also find out more about your repair responsibilities.

Page owner: . Last updated: 29/11/2018 17:07