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Attendance times for repairs

Throughout the lockdown, we are still carrying out repairs but we currently have less resources than usual and will always prioritise emergencies. We’d like to kindly ask that you consider if your repair is necessary at this time and whether it could be booked at a later stage. We have some handy DIY videos that may be able to help with your issue here. We’d like to thank you for your patience and understanding during this time.

In order in prioritise the most important and urgent jobs, we do have attendance time scales for our repairs and emergency call outs which you can see below.

Boiler breakdowns and leaks - when reported during office hours

The issueAttendance time from point of issue raised
  • Uncontainable gas/leak
  • Report of CO alarm/leak
 
  • No heating and hot water during Winter period
  • No heating or hot water for vulnerable customers all year round
 
  • Complete breakdown of heating/hot water (Summer)
  • Partial or intermittent heating/hot water (Winter)
 
  • Intermittent or partial breakdown of heating/hot water
 

Boiler breakdowns and leaks - when reported out of office hours

The issueAttendance time from point of issue raised
  • Uncontainable gas/leak
  • Report of CO alarm/leak
4 hours
  • No heating and hot water during Winter period
  • No heating or hot water for vulnerable customers all year round
24 hours
  • Complete breakdown of heating/hot water (Summer)
  • Partial or intermittent heating/hot water (Winter)
3 days
  • Intermittent or partial breakdown of heating/hot water
28 days

Fences in back gardens and rear of home

The issueAttendance time from point of issue raised
  • Broken, damaged or fallen fence in back gardens and at the rear of your home
90 days

We only repair or replace fences at the rear of your home/in your back garden. You can read more here.

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