If we believe there is a risk to you or your family's health, safety and welfare or that of the public or property, we will attend to an emergency repair within 4 hours of you reporting this to our Contact Centre.
Sometimes it may not be possible to complete the full repair and a temporary or make safe repair will be carried out, for example if we need specialist parts or equipment.
You can report an Emergency Repair 24 hours a day on 0800 590 542.
Please read the list below to see what we class as an Emergency Repair.
List of Emergency Repairs
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Gas leaks - call National Grid on 0800 111 999
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Total or partial loss of Gas supply
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Total loss of hot water
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Total loss of heating - between 1st October - 31st March (winter)
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Blocked flue to heating appliance
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Partial loss of heating - between 1st October - 31st March (winter) where one radiator is not working but is required by elderly, infirm or infants, or when two or more radiators are not working
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Total loss of drinking water.
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Blocked or leaking drain or sewer (this may be Severn Trent Water's full responsibility if the property was built prior to 1936)
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Blocked toilet - but only if there is no other working toilet for your home
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Tap which cannot be turned off
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Severe leaking water or heating pipe, tank, cistern or toilet
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Overflow running full bore
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Make safe insecure window, external door or external lock. Note: Lost keys are the responsibility of the customer
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Faulty staircase and corridor lighting in blocks of flats or sheltered accommodation for older people
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Dangerous structures such as loose cast iron rainwater gutters, unsafe chimney stacks or roofs
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Dangerous electrical wiring, sockets, or switches
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Loose or detached banister or handrail for stairs
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Repairs causing serious danger to the security of the home
Gas Leaks
If you think you can smell gas, immediately do the following and then call National Grid on 0800 111 999
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Put out any cigarettes or naked flames
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Check you have not left a gas tap or cooker on
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Turn off your gas supply at the meter
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Open doors and windows to let the gas out
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Do not use electrical switches, doorbells or a naked flame
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Do not use a phone in the property - it can cause sparks
Electricity
Before you call our Contact Centre, firstly check that a fuse has not blown in your fuse box. If you have a modern circuit breaker type of fuse box, check that the trip switch or reset switch does not need resetting.
Before replacing the fuse wire, or resetting the trip or reset switch, unplug any appliance that might be faulty. Usual problem appliances include kettles, toasters, irons and washing machines.
More information on how to do this can be found on pages 23 and 24 of your Repairs Handbook. If you still have no electricity, call the Contact Centre on 0800 590 542.
