Emergency information

Some examples of emergency repairs include:

• Total loss of electricity, water or gas
• Partial loss of power, such as no lights or no drinking water
• A serious plumbing or gas leak
• A serious roof leak or major structural failure
• Your heating breaks down in winter or a member of your household is elderly, disabled, chronically sick or you have children under the age of five
• Your hot water stops working and a member of your household’s health relies on regular bathing or you have children under the age of five
• You only have one toilet and you can’t use it
• You need to secure your home following an incident of racial harassment, fire, domestic violence, police activity or if the property becomes empty
• Any other repair that puts you or others around you in danger

If your repair is not an emergency, the easiest way to tell us is to report a repair online.

Please don’t exaggerate your repair to get a quicker response. If you do, we might have to charge you for the cost of an emergency call out.

If you need to report an emergency repair in your home, please call 0345 141 4663.

Always report emergency repairs by phone so we can help you more quickly. You can call us 24 hours a day, seven days a week to report an emergency repair.

We know that when you have an emergency repair you want it fixed quickly. We’ll aim to have a contractor with you within six hours of you telling us about the problem. And we aim to complete the repair within 24 hours.

If the repair is more complex than we first thought, there’s a chance we might need to come back another time to fully fix it. Your contractor will explain everything to you when they get there.

In most cases, no. If your repair is an emergency we will cover the cost.

We will charge you for any repairs that are not our responsibility or for any damage caused by misuse. Your tenancy agreement tells you what repairs we are responsible for.

Our and your responsibilities share some examples of the type of repairs we will pay for.

Some Home Group customers can use the Right to Repair scheme to get small, urgent repair jobs done. If we fail to complete the work within a certain timescale, you can claim compensation under the scheme.

The scheme covers certain small repairs under £250 in England, or under £350 in Scotland, that could cause a health or safety problem if they’re not fixed within a few days.

These could include:

• Unsafe electrical fittings
• Toilets that won't flush (unless there is another toilet in the home)
• Blocked sinks, baths or basins
• Leaking roofs, pipes, tanks or cisterns

Remember, housing laws can differ depending on where you live - find out more about the Right to Repair in England or Right to Repair Scotland.

You are responsible for the repair costs of any accidental damage to your home or its contents.

You may be able to safely carry out the repair yourself. Our how to guides take you through some DIY fixes.

If the damage has led to an emergency situation or you’re not sure what to do, please call 0345 141 4663. We’ll still carry out the repair in an emergency but you might need to pay for the work. Once we understand how the damage was caused, we’ll let you know whether you'll be charged.

It’s important to arrange insurance when you first move in and renew it each year. Your insurer will tell you if have cover for accidental damage.

Your tenancy agreement tells you what repairs you need to pay for.

In an emergency situation, nothing is more important than your safety.

If your home has a serious water leak or a gas leak, evacuate your home straight away.

If you feel like there’s an immediate risk to your own or someone else’s safety, you should also call 999.

If it’s safe to stay in your home, sit tight until one of our repairs partners arrives. They’ll be with you as soon as they can.