Report an emergency repair

A repair is an emergency if it:

• is a danger to health, safety or security
• cannot wait until the next working day

Call 020 7527 5400 to report an emergency repair.

Problems that are an emergency

Here are some examples of problems that are emergencies:

• a leak you cannot contain – for example, you cannot turn off the water, or water is still escaping from a severe leak or burst pipe
• a leak that is affecting electrics or another property
• dirty water coming through plug holes, toilets or other drains
• damp and mould
• broken glass that could cause injury
• your home is not secure – for example, broken locks or doors that will not close properly
• no electricity
• unsafe electrics – for example, fittings that are sparking, smoking, or have bare wiring
• no cold or clean drinking water
• no central heating during winter
• you are trapped in a lift

What happens next 

We will come to your home and fix the problem within 2 hours.

If a repair affects your day-to-day living and is urgent but is not an emergency, we will fix the problem within 24 hours.

If the emergency happens outside of our working hours, we may carry out a temporary repair until we can finish the job.

Our working hours are:

• Monday to Friday, 8am to 8pm
• Saturday, 8am to midday

Repairs you may have to pay for

We may charge you if the repair is:

• your responsibility to fix
• not an emergency

Access in an emergency

In an emergency, you must let our workers and contractors in immediately.

If we cannot contact you, we may need to force entry (break a door or window).

If we force entry, we will secure your home and leave our contact details.