There’s no heating in your home between 1 October and 31 March

If there’s no heating in your home between 1 October and 31 March, it’s an emergency. Please call us on 0800 3 282 282. You can contact us on this number 24 hours a day, 365 days a year.

If the heating is working in some rooms then it isn’t an emergency and you should report as a routine repair.

If you have night storage heaters

It is unusual for all night storage heaters to stop working all together and is probably an issue with your supply or your settings. Please contact your supplier first to try and fix the issue.

If supply checks have been completed with your supplier and no fault is found, this will be an emergency between  1 October and 31 March. Please call us on 0800 3 282 282

If you still have heating in some of your property or it is summer or spring then this is not an emergency. Please report as a routine repair.

Good to know

To deal with the emergency right away, we may have to deliver temporary heaters to you to ensure your home is made safe as soon as possible. Depending on the time of day you call us, we may deliver these temporary heaters quite late at night. If you'd prefer not to be disturbed and would rather wrap up warm and wait for a full repair to be carried out then please let us know before agreeing to us coming out to you as an emergency. 

Extra help when it's needed

This toolkit is just a guide. If you or your household require extra support (for example due to disability, illness or age) and need to report this issue as an emergency, then please contact us to explain your circumstances and we’ll be happy to help.