Emergency repairs
Emergency repairs are those that need doing because there’s an immediate risk of serious injury or death if they’re not carried out – for example if a property isn’t secured, if it’s been significantly damaged, or if there’s a loss of heating in winter.
Our full list of emergency repairs is as follows:
- Burst internal water pipes where water can’t be turned off.
- Blocked main drains or soil stack, and sewage leaks into the property.
- Complete loss of electrics.
- No central heating (only classed as an emergency from October to April).
- Electrical or gas safety check after fire, storm damage, or flood.
- Securing a property:
- after a break-in/domestic violence
- if an external door cannot be closed or locked
- if it needs boarding up after a window/door has been smashed.
- Letting you in if you’ve lost your key (a charge will apply).
- Faults with door entry systems which stop you getting in/out.
- Dangerous structures that have collapsed or are at risk of collapse, such as:
- ceilings, floors, staircases
- manholes, structural walls, chimneys, or roofs (this doesn’t apply to sheds).
- Gas leak or suspected carbon monoxide leak.
- Failure of communal fire alarms (or persistent sounding of detectors).
- Lifts not working.
- Hoists or stairlift not working.
- Disturbance of asbestos.
- Where a safety risk has been identified by our staff.
We offer a 24/7 emergency service.
You can report emergency repairs 24 hours a day, seven days a week by calling the Customer Service Centre on 0115 915 2222.
If you report an emergency repair, you must stay in your home until we arrive.
The service will always make your home safe to contain the emergency, and if possible we’ll complete the repair straight away. If we can't complete the repair there and then, we'll arrange a follow-up appointment.
