Our Customer Care Team are here to help Monday to Friday 9am to 5pm, excluding holidays, should you need to report an issue or have a question.
Customer Care (North)
Customer Care (South)
If you have an emergency and it is within normal working hours please contact our Customer Care Team on the number of above.
Should you have an emergency outside of normal working hours (after 5pm and before 9am or during the weekends or holidays) please call our Out-Of-Hours Team on: 0345 030 5912
Please be aware that this service is only for genuine emergencies and will be unable to help if the enquiry is non-urgent.
An emergency is usually one of the following…
A leak that cannot be contained. Remember to turn the water off and drain down the system where a leak is causing damage.
Where a central heating or hot water failure occurs during the winter months. Attendance will usually be within 24 to 48 hours depending on the boiler manufacturer’s service procedures.
A total loss of water. Please check with your water provider in the first instance
A door or window that cannot be secured and is thus a security issue. Any other issue should be reported to Customer Services during working hours.
A blocked or overflowing drain. Note – Should the cause be due to misuse (i.e. blocked by wet wipes or cooking fat any works may be chargeable).
A total loss of power. Should you experience a total loss of power please check with your electricity provider in the first instance (i.e. to ascertain if there has been an area wide power interruption) before reporting this issue to our out-of-hours service.
Partial loss of power: This is not considered an emergency. The most common cause of a partial loss of power (a tripped consumer unit) is a faulty appliance. Even if your appliances worked in your previous home please check your appliances are working correctly by unplugging them all. Then plug them in one at a time until the consumer unit trips again. This will identify the faulty appliance. Note a partial loss of power is not considered an emergency and should be reported to our Customer Care team in normal working hours.
In the event that you suspect a gas leak please open windows and doors and evacuate the building. Call your gas provider’s emergency number immediately and avoid any form of flame or spark in the area.
Please contact the Police in the event of intruders on your development or acts of suspected theft.