Emergency Procedure

Emergencies are classified as:

  • Complete failure of the heating systems and/or hot water system
  • Water leak that cannot be contained
  • Complete failure of the electirics.  (Firstly, check the failure has not been caused by the trip switch being activated by a fault on a domestic appliance)
  • Flooding caused by blocked drains that threatens to enter the home
  • Security – a fault to a window or external door causing a loss of security

Please note:
With a gas leak, it is most important to turn off the supply at the mains.  If you suspect a gas leak, call the gas company on its emergency number which is in the telephone book under Gas. There is no call out charge.

What do I do now? 

During office hours

In the event of an emergency, please ring the Customer Service Department during normal office hours.

Out of office hours

Call the emergency line on: 0345 117 0668 

Please note this service is only available during the first two years of ownership.  Phone lines open 24 hours a day, 365 days a year.

Non-emergency calls cannot be dealt with outside office hours.