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Repairs service: Covid-19 update 

Our offices remain closed to customers however some services are being offered between Monday to Thursday 9am - 5pm and Friday 9am - 4.30pm

At thist time whilst we are in lockdown and following Government advice we are only able to offer emergency repairs.

You can continue to report repairs online or by contacting us via our central mailbox and we will log these and make contact as soon as restrictions are lifted again.

If you have an emergency repair and it is outwith office hours please dial 0800 073 0703

To help you understand the types of emergency repairs we can attend to at this time please read the below examples:

A repair is categorised as an Emergency if attendance by an operative is required to make safe or repair any defect/s that may deteriorate quickly into a health and safety issue or cause significant damage to the property if not attended to.

Examples of ‘Emergency Repairs’ include the following:

significant water ingress to property where the tenant is unable to stem the ingress;

significant leaks from water or heating pipes, tanks or cisterns where the tenant is unable to stem the flow;

burst pipes;

no water supply;

blocked or leaking foul drains or soil stacks;

choked toilet, where there is only one toilet in house;

toilet not flushing, where there is only one toilet in house;

no heating;

blocked flue to boiler;

loss or partial loss of gas supply;

full loss of lighting and / or power,

dangerous or unsafe electrical power or lighting socket, or electrical fitting;

no lighting or power;

faulty cooker control unit;

unsecured external door or windows on a lower level;

broken windows; and

any Health & Safety related issue.

Report a repair 

Before you report a repair online, answer these questions.  [Online form found at bottom of the page.]

1. Is the repair an emergency? If your repair is an emergency call us on 0800 073 0703 - do not report it online. This could be a major water leak, no power or no access to toilet facilities. Emergency repairs are attended to as a priority and we aim to complete all of these within 4 hours.

2. Is it a non emergency repair. You can report all other repairs online. We will contact you to arrange a suitable appointment time to have the works done. We categorise these are Routine and Urgent Repairs. Urgent repairs can be minor leaks, part power failure or door entry failure. We aim to deal with all urgent repairs within 72 hours. All other repairs are called routine repairs and these are attended to within 10 working days.

3. If you wish to repair an emergency repair outwith office hours (Monday to Friday from 9-5) then please use these emergency numbers.

Gas Escapes - 0800 111 999 

Heating Repairs - 0844 579 6493 

All Other Repairs - 0845 877 0411

4. Is it a rechargeable repair? Sometimes repairs are needed that are not the result of normal wear and tear. Instead, they are due to criminal damage or have been caused by accident, negligence or misuse by you, a member of your household, or any pets or visitors to the property. In these cases, we will carry out the repair or work, but we will charge you for it. You will be advised further of this when you report it to us.

Prepay meters 

Information for people with prepay meters who are self-isolating or affected by Covid-19 (Coronavirus)

If you are self-isolating or recovering from Coronavirus, this will mean you may not be able to leave your home. This can be a problem if you have a prepay meter, which requires you to go to the shop to top up.

Different energy suppliers will have their own ways of dealing with this, which can include one or more of the following options:

Smart meter top up – you can do this online using the usual process. If you are struggling financially due to working restrictions, your energy supplier may be able to top up your meter if it is an emergency situation.

Electrcity key or gas card top up – you can pay your supplier directly by phone and they will then send a special code to a pay-point near to you. This code can then be picked up by family or friends. If you don’t have anyone who can do this for you, your supplier may be able to send a key or card to your home that will allow you to top up.

General tips – if you are not self-isolating, it’s a good idea to keep topping your meter up with extra money whenever you can to build up plenty of credit in case you have to self-isolate at a later date.

If you or anyone in your homes has any underlying health conditions, you should also contact your energy supplier to let them know. They will add you to the Priority Service Register, which will give you extra support should you need it.

If you are self-isolating, you should contact your energy company as soon as you become aware of an issue to do with your prepay meter, as some of the solutions above can take a few days.

The main energy suppliers and their contact details are listed below. Many of these suppliers have a live chat option on their website if you have no phone credit.


Customer Services - 0345 026 2658

Priority Service 0345 071 9852


Customer Service – 0333 200 5100


0345 303 3040

Utilita -

Customer Service 0345 2067 33


Customer Service 0300 303 0635


Customer Service 0330 102 7517

Scottish Power -

Customer Service 0800 027 0072

Scottish/ British Gas -

Customer Service 0220 100 0303

Npower -

Customer Service 0330 100 3000

text phone 0800 413 016

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