Reporting repairs

Reporting repairs


During the current health crisis we are responding as quickly as we can to Emergency Repairs only. The Government has allowed us to suspend your Right to Repair during this time where we are unable to keep to the usual repairs timescales.

Please be advised we will continue to do our best to attend emergency repairs as quickly as we can, and will resume our normal repairs service as soon as possible.

For more information please click on the Right to Repair tab or the leaflet in the downloads section.



You should report any repairs as soon as possible.  To report a repair online please click on the bar, or contact our Repairs Team on 01224 423000.

Report a repair

Repairs fall into three time scales for completion:

Emergency: must be made safe within 6 hours

This includes loss of electricity, blocked main drains or only toilet, total loss of water.

Urgent: must be completed within 3 working days

This includes blocked drains, sinks, basins, baths and toilets, roof leaks, damaged stairs or handrails.

Routine: must be completed within 15 working days

This includes general joinery repairs, repairs to doors, windows and floors, dripping or leaking taps or shower units and repairs to TV aerials.

For a more detailed list of repairs priorities, download our Repairs to your Home leaflet from the downloads menu.

If the repair can be carried out by a member of our Repairs Team we will make an appointment with you when you call to report the repair.  If the repair has to be carried out by one of our external contractors, they will contact you to arrange a suitable appointment.

If your circumstances change and you can’t keep the appointment, please contact us or the contractor to reschedule as soon as possible as you may be charged for the cost of a missed appointment.

You can read our Response Repairs Policy from the downloads menu.

Out of Hours Repairs

If you have to report an emergency repair after 5pm on weekdays, all day at weekends, or on a public holiday, you should call one of the following numbers:

Our emergency out of hours repairs are now carried out by Heatcare Oil & Gas. 

Their contact telephone number is 01343 842 042.  Response time for attendance will be 6 hours.

To report any other emergency repair:

  • Gas emergency (e.g. Gas leaks): 0800 111 999
  • Power cut: 0800 300 999
  • Loss of water supply: 08000 778 778


As of the 23rd November 2018 Heatcare Oil & Gas will be covering all OUT OF HOURS emergency gas repairs and emergency repairs for BOB TAIT COURT and CALEY FISHERIES on the numbers detailed above.

Heatcare Oil & Gas will also be covering the day to day repairs for Caley Fisheries as AD Walker have gone into administration.

Heating Control Self Help Video Links

Click here for 'How to use your boiler heating system'.

Click here for 'How to use your room and radiator thermostats efficiently'.

Thank you to the Energy Saving Trust for providing these videos.