Repair

Report a repair

If you need to log a new emergency repair or talk to us about a repair appointment that has already been made, please call us on 0300 373 0373 Option 1, then from the sub menu, please press 1 for gas or central heating related issues and 2 for any other repair.

To report a new repair, please use the following repair reporter service

Report your repair

Repair priorities

All repairs are given a priority assessment based on the information that you give us when you report the problem. We aim to complete repairs according to the following timescales:

  • Emergency repair: 24 hours
  • Urgent repair: 3 days
  • Routine repair: 28 days

If you submit your report through our Repair report tool you will be informed of the priority before you submit or you can look at our Guide to repairs.

Emergency repairs

If you suspect a gas leak, you must call the Gas Emergency Service on 0800 111 999 immediately.

Things that are included in emergency repairs are

  • main drains blockage
  • no electricity
  • no mains water
  • something that leaves the property at a high risk of a break in  e.g. broken windows and doors

In the case of emergency repairs, we will attend in the quickest time possible and "make safe" we may have to return to your property to complete the repair fully and tidy any cosmetic damage. as an example, if a windowpane is broken our first response would be to restore security to the property by boarding up the window. We would then book a second appointment to replace the glass. the new target time might not constitute an Emergecny repair and would be subject to the timescales above.