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.)

What is an emergency?

An emergency is something which happens suddenly, could not be foreseen, and could cause serious damage or destruction to property or endanger life or health.   See what to do if you can smell gas.

Emergencies include:

  • burst pipes
  • severe roof leaks
  • blocked drains and toilets (where you have only one toilet in your home)
  • complete loss of power or lighting
  • complete loss of heating between 1 November and 30 April
  • other problems that seriously threaten your home or your health.

Smell gas? 

Call the National Gas Emergency Service 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.

Emergency temporary repairs

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

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: Caroline Ottery. Last updated: 14/07/2017 09:42