Out-of-hours emergency calls
Our 0303 303 0003 Customer Services phone lines switch over to our out-of-hours service at certain times.
When is out of hours?
• evenings
• weekends
• bank holidays etc
• staff training sessions
What is an emergency? To ensure that we make the best use of our out-of-hours resources, please only call at these times in a genuine emergency situation, such as:
• Major incident – fire, flood, major impact damage
• Escape of gas or fumes. Call the National Gas Emergency number 0800 111 999 first, then call us.
• Loss of power and/or lighting to part of your home. Call UK Power Network if there is a local power cut affecting your neighbourhood: 0800 31 63 105
• Water leak that cannot be contained (i.e. a bucket cannot contain the water overnight)
• Blockages to main drains or toilet (if this is your only toilet)
• Sewage overflowing into the home from external drains
• Keeping your home safe and secure (for example, carrying out temporary ‘make safe’ repairs)
• Burst storage tanks, cylinders or pipes
• Heating system failure – in severe weather
• Loss of hot water
• Communal lighting failure
• Broken or missing manhole cover
• Broken stair treads, handrails, banisters or trip hazards
• Loose roof tiles (if it is a health and safety risk)
Social media Our social media accounts are not instantly checked or monitored outside office hours. Always ring 0303 303 0003 in an emergency.
Blocked drains – if you have misused the drainage system by putting unsuitable materials or liquids in it, we will recharge you
Non-emergency repairs Remember that you can report a non-urgent repair 24/7, 365 days a year by logging into your Tenants Online account.
Please note!
Lost keys – depending on the circumstance/resources available, we may be able to visit your property. If not, you will need to contact a reputable local locksmith.
Malicious damage – we cannot process any repair works without a police crime reference number from you.