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These are repairs which could cause immediate hazard or danger to you or your home. An emergency repair includes no water, total power failure, burst internal pipes or securing the lock on a main door.

For some emergencies you are responsible for contacting the appropriate supplier or local authority.  Other emergency repairs we are responsible for and we must respond within 24 hours.

Emergencies where you need to contact the supplier or local authority include:

• Gas leaks: for gas supply issues call the National Gas Emergency Service immediately on 0800 111 999. 

• No electricity: complete loss of power or if power lines are down.  Check if your neighbours have lost their supply.  If they have not, the problem could be with your own trip switches in your consumer unit (fuse box).  If you still have no power call 105 or local network supplier 

• Total loss of water supply: call your local supplier (refer to your household bill for contact details) or use the Gov Water Supplier interactive map  

• Significant leaks or floods: call your local council or Environment Agency hotline 0800 80 70 60. Refer to Government guidance for reporting floods 

• Broken doors or windows: criminal damage or break-ins must be reported to the Police.  Call 101 or report online.  Remember to ask for an incident number 

• Fires or arson attempts: call 999 or 112 and request the Fire and Rescue service immediately 
• Structural issues: if the stability of your home has been significantly affected by a fire, explosion, vehicle impact, severe weather event, falling tree or similar, call the emergency services on 999 or 112 in the first instance.  

Emergency repairs we are responsible for:

We must respond to emergency repairs, like the examples in the list below, within 24 hours and make your home safe. Please let us know straight away so that we can take immediate action. Call us on 0117 942 4600.

• Gas appliances: faulty gas appliances, pipework or flues. (Gas cookers are customers’ own responsibility.) 

• Electrical hazards or shocks: faulty or damaged electrical installations 

• Loss of hot or cold water supply: where the cause is not related to public supply  

• Significant leaks or floods: burst water pipes, overflowing sewage or drains 

• Broken doors or windows: where the property becomes insecure or poses a safety risk to children or vulnerable adults 

• Broken heating systems: loss of hot water or heating 

• Fires or arson attempts: resulting in damage to the property  

• Fire safety systems: faulty or damaged fire alarms or fire control systems 

• Asbestos: damage to Asbestos Containing Materials (ACMs) 

• Lifts: faulty passenger or stairlifts, where landlord defined responsibility not Disabled Facilities Grants (DFGs).  

If you are not sure who to contact in an emergency call: 0117 942 4600