essential repairs requests from today until further notice.

important customer notice

23 March 2020 - Latest news

Due to the ongoing coronavirus (Covid-19) situation, we will only be handling essential repairs requests until further notice.

From today, (Monday, 23 March) we have suspended the self-appointing repairs section of our customer app to enable our operatives to prioritise essential repairs requests.

Essential repairs are any defects that put the health, safety or security of properties, customers or anyone else at immediate risk.

They include:

  • total loss of electrical power and lighting
  • total loss of water
  • total loss of Heating
  • serious water leak
  • dangerous structure
  • blocked flue on an open fire
  • serious sewerage fault
  • insecure external windows and doors

Urgent repairs, for example contained leaks, will be assessed on a case by case basis. 

Our operatives will only attend essential repairs and compliance related gas servicing and electrical inspections work.

We apologise for any inconvenience this may cause.

To report an essential repair please call 0300 1311 999.

We also ask if you could refrain from reporting non-essential works at the current time.  We will notify you as soon as possible to let you know when services are back to normal.

Any non-essential repairs that are currently booked in will be cancelled, and you will be notified if this applies to you.

Please be assured that any non-essential appointments due to take place will be rescheduled as soon as possible and will be carried out when it is safe, and/or we are able to complete them.

We will communicate any changes to customers as soon as possible.

Please visit our coronavirus (Covid-19) page for more information about the measures we are taking minimise the spread of the virus.

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