For life‑threatening emergencies, call 999.

If you smell gas, call the National Gas Emergency Service on 0800 111 999 immediately, then report it to us.

Is it an emergency?

Emergency issues (act now):

Major water leak or burst pipe (cannot contain)

Complete power loss (not a local outage) or dangerous electrics (sparking, burning smell)

No heating / hot water in winter, or vulnerable occupants affected

Security risk (door/window won’t secure after break‑in)

Gas leak or carbon‑monoxide alarm sounding

If safe:

Isolate water at the stop tap (often under kitchen sink or in a utility cupboard)

Turn off power at the consumer unit (RCD) for the affected circuit

Ventilate the area and keep people away from hazards

How to report a repair (24/7)

Use our Maintenance Form (Podio webform) any time — include photos/videos if safe to do so. For emergencies, submit the form after taking the immediate steps above.

What to include: address, description, when it started, any steps taken, best times for access, pet info, and permission to attend with keys if you’re out.

Report an Issue

What happens next

We triage by severity and safety

We may arrange a contractor and give you an ETA

You’ll receive updates until the job is completed

Typical target times (guidance):

Emergency: triage within 2 hours, attendance same day where possible

Urgent: within 24 hours (e.g., partial power, slow but active leak)

Routine: within 72 hours or by appointment

Times can vary by parts availability, supplier access, and safety conditions. We’ll keep you informed.

Non‑emergency examples

Dripping tap or slow‑filling cistern

Single radiator not heating (others OK)

Minor cosmetic issues (marks, small scuffs)

Appliance not working but no risk present

Report these via the same Maintenance Form; we’ll schedule appropriately.

Safety & access

Please ensure safe access for contractors (clear areas, contain pets)

If you can’t be home, you may authorise us to attend with keys

If a missed appointment incurs a contractor call‑out fee, this may be recharged if reasonable and outlined in your tenancy

Helpful checks before reporting

Power: have you checked the consumer unit (tripped RCD) and your supplier’s outage page?

Boiler: pressure ~1–1.5 bar? Any error code displayed?

Leaks: can you isolate at the stop tap or appliance valve?