Get in touch

If you have an emergency with your home at night or the weekend, please check that we cover it before calling 01302 499 202.

What is an emergency?

The following two pages provide you with the details you need to manage emergencies and urgent repairs. Please read through this information carefully.

If requests for non-emergency repairs are made using our emergency number, we will have to pass on the cost of the work to you.

Office hours for reporting urgent maintenance issues are 8.30 am – 5pm, Monday – Friday.

Anything outside these hours we class as an emergency call (5pm – 8.30 am Monday – Friday and weekends + bank holidays).

Please note that any repairs needed due to damage caused by you or your visitors will be charged for.

Emergency faults are those that could cause an immediate danger to your safety, security or health:

• Gas leak (in this event, Transco will reach your home within 1 hour and any repairs will be
• followed-up within 4 hours)
• Complete loss of power to your home
• Heating system breakdown over the week-end
• Fire
• Structural Collapse
• Security break-ins – at the entrance to or exit from your home
• Loss of water supply
• Burst pipes and/or flooding

So there are no doubts, emergencies or urgent repairs are defined as:

Emergency Remember to…

LEAKS

• Leaks that can’t be stopped or will cause further damage if allowed to continue
• For complete loss of water to your home, call your local water company or visit their website

1. Turn off the water using the stopcock
2. Place a suitable container under the leak to stop any further damage
3. Contact your neighbours to see if the leak is coming from next door or above
4. Call and record the outcome of the contact with any neighbouring property

COMPLETE LOSS OF POWER TO YOUR HOME

Check your payments are up to date and your meter is topped up before calling the National Grid FREE on 105

HEATING SYSTEM BREAKDOWNS

At the beginning of a weekend or holiday period where there is a risk of the system freezing: Call 01302 499 202

FOLLOW THE FIRE EVACUATION PLAN FOR YOUR PROPERTY

Contact the emergency services immediately on 999, then call 01302 499 202

IF YOU THINK YOU HAVE A GAS LEAK OR CAN SMELL GAS

Leave the house and phone the National Gas Emergencies number immediately on 0800 111 999, then call 01302 499 202

STRUCTURAL COLLAPSE OR RISK OF COLLAPSE

Vacate the property, then call 01302 499 202

SECURITY BREAK-INS TO THE ENTRANCE OR EXIT OF YOUR HOME

Contact the emergency services immediately on 999, then call 01302 499 202. Please make sure you note the crime reference number