When our Customer Contact Centre is closed and an emergency repair is needed, we have an out-of-hours service that you can use to get in touch with us.
When is the Customer Contact Centre open?
Our Customer Contact Centre is open Monday to Friday from 8:30am to 5:30pm.
What number do I call in an emergency?
For emergency out-of-hours repairs, call us on 0800 432 0077. Your call will be directed to out-of-hours service.
What is an emergency repair?
An emergency repair is:
A problem that must be investigated within 24 hours before it causes serious damage to your home, or
A health and safety risk to you and your family
What are examples of emergency repairs?
Some of the reasons you might use our out-of-hours emergency number include when:
There has been a fire or structural damage
A lift is out of service
There is no running water - check with your provider first
You can’t access or exit your building
There is no lighting in communal areas, or a complete loss of power in your home
There is a leak in your home or in a communal area that cannot be contained
What if my repair isn't urgent?
If it isn’t an emergency, you can call during office hours and speak to our Customer Contact Centre. You can also use My Account to log a non-urgent repair any time.
If you contact the out-of-hours service and it is not an emergency, you'll be advised to contact us during normal office hours.
The kinds of repairs that are not urgent and can be reported during normal office hours include:
Containable leaks, such as a dripping tap
Partial loss of electricity
Partial loss of lighting in communal areas
Appliances not working
No heating during the warmer months (May to October)
What can't the out-of-hours service support?
Our out-of-hours service will be unable to assist you with some queries. If you are experiencing these kinds of issues outside office hours, you can use My Account to report them or call again during office hours.
These include:
Anti-social behaviour
Pest control
Criminal behaviour - you should contact the police by dialling 101 or 999 in emergencies
Moving home or lettings options