What is an emergency?

An emergency defect is one which poses a significant risk to life or well being, or could cause considerable damage to the property. We aim to attend within 24 hours of the defect being reported and make safe the immediate danger or issue. Where further works are required, these may be completed in a standard timescale.


Examples of emergencies are;

  • Loss of heating or hot water between 1st Oct and 30th Apr
  • Total loss of services, for example gas, electric or water if not a wider service provider problem
  • If you suspect a gas leak, please follow the guidance here and call the National Gas Emergencies number on 0800 111 999
  • Unsafe power, lighting, electrical fitting or faulty smoke or safety device
  • Uncontainable water leak from water or heating pipe, tank, cistern or roof. In the event of a major leak, it is reccommended you turn off the water supply to your property to avoid any further damage from ocurring until an engineer is on site.
  • Insecure external ground floor window, door or lock
  • Blocked or leaking foul drain, soil stack or (where there is no other working toilet in the house) toilet pan


If you feel your defect is an emergency then please call our team on 03453 664409


For any non-emergency defects please continue to report a problem using our online form


Report a problem