Instagram Facebook Linkedin
Report a Repair

Need help with your home? Start here.

If you’re in danger or smell gas, follow the emergency steps below first.

Emergencies
Tenant Pack
Self-help
Report a repair

What counts as an emergency

Fire or immediate risk to life

Smell of gas or carbon monoxide alarm sounding

Major leak or flood that cannot be contained

Total power cut affecting the property

Insecure property after a break-in (doors/windows that won’t secure)

Who to contact first (and what to do)

Fire

  • Get everyone out, close doors behind you.

  • Call 999. Do not re-enter until the Fire Service says it is safe. RICS+1

Smell gas / carbon monoxide alarm

  • Open doors and windows.
  • Turn off gas at the meter, don’t use electrical switches or naked flames.
  • Call the National Gas Emergency number 0800 111 999.
  • If anyone feels unwell, call 999 or NHS 111 for medical advice

Power cut (not just your fuse tripping)

  • Check neighbours and your fuse box first.

  • If it’s a wider outage, call 105 to reach your local electricity network operator.

No water / major leak

  • Turn off your stop tap.

  • If it’s a street or area issue, contact your water company (find yours here) and follow
    their emergency guidance.

After you’ve made the relevant emergency call, tell us as soon as it’s safe. We’ll help with next steps and any follow-up repairs.

Is anyone in immediate danger?

Yes → Call 999 → Leave property → Notify us.

Smell gas/CO alarm?

Call 0800 111 999 → Ventilate/turn off gas → Notify us.a

Total power cut?

Check neighbours/fuse box → If area-wide call 105 → Notify us.

Water escape/major leak?

Turn off stop tap → If external/main supply issue, contact water company → Notify us.

If none of the above, continue to Self-help or Report a repair.

Self-help guides

Help & support services (trusted, UK-wide)

Citizens Advice

repairs, deposits, rent, bills) – clear guides and letter templates.
Citizens Advice+1

Shelter

(housing rights, repairs responsibility, homelessness advice).
Shelter England+1

NHS 111

(24/7 health advice, including mental health). NHS England+1

Samaritans 116 123

 (free, 24/7 emotional support). Samaritans

Priority Services Register

 (free extra support from energy/water for eligible or vulnerable tenants).
Ofgem+1

Warm Home Discount

(check eligibility and how it’s applied automatically for most in England and Wales).
GOV.UK

Find your local council

(bin days, bulky waste, housing options, council tax, local welfare).
GOV.UK+1

  • Get Started

If the steps above didn’t solve it, tell us what’s wrong and we’ll get it sorted.

Report a repair

Emergency: make the emergency call first, then tell us.

Urgent: serious loss of service or risk of damage, aim to attend within 24–72 hours.

Routine: non-urgent items, scheduled within a reasonable timeframe.