If you've got no gas or electricity, a water leak, or need an emergency repair, head to our emergency guide below.
Call our emergency line if there's a danger to life or property. It's available 24/7.
0333 320 4555
If you are suffering harassment or threats of harm, then you should report it to the police straight away. If you fear for your safety, report the incident to the police by dialling 999. Call 101 or report it on the police website to report a non-urgent incident.
If you can smell gas or think there's a gas leak.
Go outside
Call 0800 111 999
Concerns about safeguarding, modern slavery, or support with domestic abuse or homelessness
If you have concerns about safeguarding, including modern slavery, please contact us using the details below.
Click here for support with domestic abuse or homelessness.
Complete failure of the combined central heating/hot water system is an emergency. However, before calling us, please check that this has not been caused by local electricity or gas supply problems, incorrectly setting your timers or thermostats, or any shut-off device you can reset. Please refer to boiler/cylinder instructions for further details.
Complete loss of water supply is an emergency. However, before calling us, please check that your water supplier has not turned off the water to carry out repair work in the area.
It is an emergency when a leak cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.
Please contact National Gas on the emergency number, 0800 111 999, before calling us. They will be able to isolate the meter and make your home safe.
Before calling us, please check that your gas supplier has not turned off the mains to carry out repair work in the area.
Loss of power supply to socket outlets
It is an emergency when there is a total loss of power supply to socket outlets throughout your property; it cannot be solved by resetting the master trip switch or if the loss is partial, but there is a potential safety hazard (such as in a communal hallway). Before calling us, please check that your electricity supplier has not turned off the mains to carry out repair work and that there is no local power failure.
Utilities
The housing officer will advise you who your utility providers are at sign-up. Any queries about supply, tariffs and alternative options should be addressed to your utility providers.
Please keep records of the meter readings taken on the day you moved into the property; your bills will be calculated from these readings, and you must give them to the service providers. For your safety, no one should have to gain access to your property for any meter reading, as all your meters are external.
Electricity: British Gas
0333 200 8899 breakdown and enquiries
Gas: British Gas
0800 111 999 emergencies
0333 202 9804 customer service
Water: United Utilities
0345 672 3723 emergencies
0345 672 2888 customer service
Council Tax
Please ensure you contact the local council and register you have moved into the property.
For emergencies relating to domestic abuse or community safety where you feel that you or someone else is in danger, please contact 999. If you can’t speak then cough or make a noise then tap 55 on keypad and follow instructions.
Emergency repairs are to remove a life-threatening danger or rectify serious damage to the property.
If you have an emergency repair, please telephone 0333 320 4555.
You must check weekly that the smoke detector works by pressing the 'test' button on the unit's base.
In addition to sounding in the event of a fire, your smoke detector may give various audible indications of a malfunction. Please refer to the instruction leaflet for details of how the detector functions and clear instructions for maintaining this important equipment. It may save your life.
This building has been built in such a way as to protect the people in it if a fire breaks out. The important thing to remember is that if a fire starts in your home, it is up to you to make sure that you can get out of it.
Here are a few tips:
At all times:
• make sure the smoke and heat detectors in your home are working
• do not store anything in your hall or corridor, especially anything that will burn easily
• use the fixed heating system in your home. If this is not possible, only use a convector heater in your hall or corridor. Do not use any form of radiant heater, especially one with either a flame (gas or paraffin) or a radiant element (electric fire bar)
• do not store things in the cupboard(s) where your gas and electricity meters are fitted
• do not wedge open self-closing fire doors in communal areas
• use your rooms only for their intended purpose; do not use them as a workshop or storeroom
• do not block access roads to the building.
If a fire breaks out in your home
• If you are in the room where the fire is, leave straight away, together with anybody else, then close the door
• Do not stay behind to try to put the fire out
• Tell everyone else in your home about the fire and get everybody to leave. Close the front door and leave the Bbuilding
• In the event of a fire, call 999 and ask for the fire brigade
• Review and familiarise the fire strategy and escape routes that your apartment/building may have
• Please contact us to let us know.
Calling the fire brigade
The fire brigade should always be called to a fire, even if it only seems small. This should be done straight away.
The way to call the fire brigade is by telephone as follows:
1. Dial 999 from a landline or mobile phone
2. When the operator answers, give the telephone number you are ringing from and ask for 'fire'
3. When the fire brigade replies, tell them clearly the address where the fire is
4. Wait to end the call until the fire brigade has repeated the address to you, and you are sure they have got it right. The fire brigade can only help if they have the full address.
Contact your local network operator by calling 105. You can also visit www.powercut105.com for more information and to find out who your local network operator is.
Call us on 0333 320 4555 if you don't seem to have gas coming to your property but don't smell a gas leak.
If you can smell gas or think there's a gas leak.
Go outside
Call 0800 111 999
Stay safe by following this advice
If you can, turn off your gas supply at the meter and leave it switched off until you're sure it's safe to turn it back on again
Then, you should go outside and call the National Gas Service Emergency Line on 0800 111 999 to report a suspected gas leak. They'll advise you from there.
Don't go back inside until they've given you the all clear.
Report an emergency repair out of hours
We will only carry out repairs needed to avoid immediate danger to personal safety or serious damage to your property.
If it is impossible to make a full repair, we will make the situation safe until a full repair can be done.
We will recharge you for any misuse of the out-of-hours system, and in most cases, the cost to you may exceed £50. Common examples of repairs you will be charged for include blocked sinks, no electricity due to tripped consumer units, minor toilet leaks, insufficient credit on your gas or electricity meter, and faulty appliances.
You can check your flood risk and keep up-to-date with the latest situation here.
If you are affected by flooding or experiencing an urgent water leak in your home, please get in touch with us immediately on 0333 320 4555.
If water has escaped and caused damage, we call this ‘escape of water’ – and it’s important to know what to do if it happens.
You want to watch for a drop in water pressure or a possible increase in your water bill. This could indicate a pipework leak, which will need investigation. Look for leaking taps, hosepipes, washing areas and pressure washers. Over the year, the cost of leaks really can add up, so it pays to ensure your pipework is in order before Jack Frost arrives.
What do I do if I have an escape of water
Escape of water is the insurance term used to describe a water leak within your home. It’s not the same as flooding which is often from extreme weather or another external event.
What are the five most common causes of escape of water
If you have escape of water in your home, please take reasonable action to stop any further damage to your home. If you don’t take action, this may affect your insurance claim, and you may need to pay a contribution.
We recommend you:
Please contact us immediately on 03333 204 555 to report this as an emergency repair. The line is open 24 hours a day, 365 days a year. If needed, we’ll send someone to help you as soon as possible to stop the leak or the damage caused.
If your home has any escape of water, please move your items from the affected area to avoid damage if possible. As a housing provider, we do not insure your personal items, and we strongly recommend you have suitable contents insurance.
Make sure your household appliances, such as washing machines or dishwashers, are fitted by a competent person, e.g., a plumber as per the manufacturer’s instructions.
Check your appliances for any blockages and make sure you clear out any filters regularly.
Prevent leaks from sinks and bath drains
Look out for signs of mould or wear and tear in the tile grout, and make sure sealant is maintained and replaced when needed.
Do not pour cooking fat or oil down your kitchen sink or drains; they will begin to run slowly and eventually block up – causing water to overflow.
Prevent leaks from frozen pipes
When the outdoor temperature is below freezing (0°c), keep your heating on frost protection to prevent the water in your pipes from freezing.
Smart water detectors can help prevent a small leak from becoming more significant. It’s worth checking with your utility company if these could be provided (sometimes free of charge).
Prevent leaks from radiators and boilers
If you need to regularly top up a gas combination boiler, you may have a leak. Please report this contact us immediately on 0333 320 4555. Look out for small rusting patches, water on the pipes, or dampness on the floor.
Prevent leaks from rainwater gutters
Ensure all external gutters and down pipes are clear of grass and leaves.
Ensure you know where to find your stop tap in your home. This is usually under your sink, but may also be under the stairs or in a downstairs toilet.
Every six months, make sure you turn your stop tap off and on to help prevent it from seizing.
There is often a small valve called a ballofix. This has a slot for a screwdriver, and by turning the slot a quarter turn, you can isolate the supply to the basin, sink, bath, and toilet cistern. This isolates to one appliance, allowing you to still get water to all other parts of your home.
In the event of a major flood, we are responsible for repairing the property but not for replacing your personal belongings, including floor coverings, so we strongly recommend you have suitable contents insurance.
It is your responsibility to insure your belongings against damage or theft. Contents insurance offers cover for your contents and belongings if they are lost or damaged whilst living in a rented property.
If the damage to your home is significant, you may need to move into temporary accommodation whilst repairs are done. Check whether the repair is your responsibility or our responsibility.
