A repair is an emergency if it puts your health, safety / security at immediate risk, or if it's going to cause major damage to the property. This includes situations like...

• A major leak that you can't control.
• When you've lost all power.
• If you lose heating / hot water during the winter or when you have someone vulnerable living in your home.
• You can't lock your home.
• Your only bath / shower or toilet is blocked.*

*Warning - if we find that you've put something down the drain to block the system - e.g. baby wipes - you may be charged for the repair.

We aim to get emergency repairs sorted within 24 hours.

In most cases, no.

But we may have to charge you if:

• The issue was caused by damage / misuse of your home.
• It's something you're responsible for - for example, a problem caused by an appliance you own.