Do you need an emergency repair?

Bath, shower and sink

• Blocked sink or bath, or no water coming from the taps, but only if a delay would cause severe problems
• Broken shower, but only if a delay would cause severe problems

Bursts, major leaks and water problems

• Bursts or major leaks that cannot be controlled by turning off the water at the stop cock and putting a container under the burst overnight
• Any burst, major leak or water problem that is affecting electrics and hasn’t caused the electricity to go off in the affected area
• No cold water (but check with neighbours to see if it affects other homes. If it does, please contact United Utilities on 0345 672 3723)

Doors (outside)

• Broken lock - but only if it makes your home insecure or stops you getting in or out of your home
• Broken door - but only if it makes your home insecure and you have reported the incident to the police and provided a crime number
• Broken communal doors to multi-storey blocks, retirement blocks and maisonette blocks
• Broken communal doors to walk-up flats, but only if it stops you getting in or out of the block

Electricity and lighting

• Complete power failure (but if nearby homes are affected, contact the electricity company instead)
• Power off in part of the home, but only if delay would cause severe problems
• No lighting in all or part of the home, but only if delay would cause severe problems
• Bare wires, cracked plug socket covers or damaged switches
• An electrical fitting is smoking or scorching
• Broken fire alarm or warden call system in block of flats
• No communal lighting

Heating/hot water

During periods of cold weather in winter months, where a household has no heating or hot water, we will prioritise these repairs and treat them as an emergency where there is a risk to residents' health, safety or wellbeing.

We recognise that the impact of being without heating or hot water can vary depending on factors such as weather conditions, household vulnerabilities and individual circumstances.

We understand that being without heating or hot water can affect households differently. We will consider the individual circumstances of each report, alongside weather conditions and any known vulnerabilities, to ensure support is provided where it is needed most.

House fire

• We will check electricity wiring and gas pipe work if there has been a fire in your home

Lifts

• Faulty lifts in multi-storey blocks and retirement schemes
• Faulty lifts where a tenant is trapped or a delay would cause severe problems

Rubbish

• Blocked refuse chute in a multi-storey block

Structural damage

• Dangerous damage to roofs, chimney stacks, walls, floors and ceilings. If there is a lack of daylight or severe weather conditions, repairs may not be possible at that time, but we will do everything we can to make the property safe and prevent more damage

Toilet

• Blocked toilet - but only if there isn't another toilet in your home
• Toilet that won't flush - but only if it’s the only toilet and you are unable to flush it with a bucket of water in the meantime
• Blocked drains - but only if sewage is coming up in the property or garden

Windows

• Broken window, but only if it makes your home insecure and you have reported the incident to the police and provided a crime number