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.
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.
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.
You can check your flood risk and keep up-to-date with the latest situation at https://flood-warning-information.service.gov.uk/
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.
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.
Escape of water can damage your personal belongings and your home, so we strongly recommend you have suitable contents insurance. 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.
