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Request a repair

Repairs are an important part of looking after your home. Sometimes repairs are necessary because of general wear and tear, or because things go wrong and need a little extra attention.

You can request general property, heating and hot water repairs by calling our customer services team on 0300 300 0059.

All repair requests are categorised either under our responsive repair timescales or gas heating repair timescales.  Please see below for further details.

Responsive repair timescales

All of our response repairs are categorised as either emergency, routine or major repairs:

Gas heating repair timescales

Repair category

Repair timescale

Repair example

Further information


6 hours

(irrespective of time of year, nature or customer vulnerability)

No heating or hot water

Uncontrollable water leak

Report of gas leak, carbon monoxide or fumes



Engineer to attend and make safe, fix problem or provide alternative heating until problem can be resolved as per the priority 1 and 2 timescales below.


Priority 1


5 days

Gas combi boiler repair


Priority 2



10 days

Fire back boiler, solid or oil fuel appliance repair

Solar thermal system repair



Priority 3



15 days

Non-urgent repairs – example:

Room thermostat repair

Radiator value repair

Dripping radiator repair