Emergency repairs

How do I report an emergency?

Call us 24 hours a day, 7 days a week from a landline or mobile on freephone: 0800 3 282 282. Please always report emergencies by phone. (See other ways to contact us with a non-urgent enquiry).

What is an emergency?

An emergency is a repair which threatens your health, safety or security or could cause significant damage to your home including flooding or total loss of electricity or water.

Find out if your repair is an emergency

How quickly will we attend to your emergency repair?

If your repair is an emergency, we will be with you within 4 hours - but please note it may take up to 24 hours to carry out the 'make safe' repair.

Once we have completed the 'make safe' repair, a further appointment will be made to carry out a permanent repair.

I can smell gas - what do I do?

If you think you can smell gas or fumes:

Call the National Grid gas emergency call centre on 0800 111 999.

  • Evacuate the property
  • Keep people away from the area affected.
  • Wait near – but not in – the property. The National gas emergency service will be with you within two hours.
  • Turn off the gas at the meter.
  • Open windows and doors.
  • Put out naked flames.
  • Don’t use electrical switches.
  • Turn off all natural gas fuel burning appliances including cookers, fires, boilers etc.

If you have any symptoms of nausea or headaches you need to seek immediate medical attention.

There’s a power cut – what do I do?

How do I report a non-urgent repair?

If your repair is not an emergency then please see report a repair for details of how to make a repair request. You can also find out more about your repair responsibilities.