WHAT TO DO IN AN EMERGENCY
During office hours (Monday to Friday between 8.30am and 5pm) call us on:
North West: 01925 885400
Severn Valley: 0117 374 4300
South West: 01392 448900
For out of hours (weekdays after 5pm, weekends or bank holidays) call our 24 hour Customer Care Helpline on:
North West: 0345 601 3270
Severn Valley: 0345 366 9917
South West: 0345 601 3594
All emergency calls will be responded to within 12 hours.
WHAT IS AN EMERGENCY?
An emergency is any situation or fault that could immediately harm the safety or security of you or your home and anyone in or around it.
Central heating and hot water
Failure of the central heating system, including the programmer and hot water at any time of year. Before calling, please check that the failure is not caused by local electricity or gas supply problems or by incorrect settings of your programmer or thermostats. Please refer to your boiler user guide should a fault be displayed. In extremely cold weather conditions where it’s below -3°C, we advise that you run your heating continuously.
When a leak can’t be contained and is causing damage, locate the stop tap (you will be shown the location during your home demonstration) and turn off the water supply into your property. If the water is running into an electrical fitting, turn off the electricity supply at the consumer unit. Contact us immediately.
For complete loss of water, check with your local service provider that they have not turned off the supply to carry out repair work before you contact us.
Issues caused by outside tap water feeds freezing and causing internal leaks within the property, is a general maintenance issue and not a plumbing defect and as such will not be treated as an emergency, nor covered under the warranty.
Open all windows to ventilate your home and contact your gas supplier immediately. Isolate the gas supply at the meter and avoid using any electrical appliances that may cause a spark. Contact us if you need any further help.
Smell gas? Call the National Grid on 0800 111 999
Lack of power supply
Total loss of electricity throughout the property, which cannot be rectified by resetting the meter trip switch, or a partial loss when there are potential safety hazards such as in a communal hallway. Check with your electricity supplier to ensure that they have not turned off the main supply for repair work and that there is no local power failure.
Most roof problems are considered non-urgent unless they pose a danger to health and safety. It is an emergency if any loss of roof or ridge tiles have damaged your home and allowing water to get into your electrical system. If the loss of roof or ridge tiles was caused by a storm, contact your buildings insurance company as the primary insurer of storm related damage claims.
When drain water is causing a flood or overflowing internally or externally, or if the blockage is caused by a construction failure. If the blockage is caused by improper items being flushed through, such as nappies or wipes, you may be liable for any call out charges.
Blocked/not flushing toilet
It’s seen as an emergency when the blocked toilet is the only toilet in the house. If the problem is caused by poor maintenance or misuse, you will be liable for any call out charges.
A faulty window or door lock compromises your security and safety, so we treat it as an emergency and aim to send a qualified tradesperson as soon as possible.