Since the start of the Covid-19 pandemic, we have not been able to deliver a normal repairs service.
We know that this has impacted our customers and, for that, we’re really sorry.
We are keen to start to get back to a normal service, but you’ll appreciate that this will take time.
Dealing with the backlog
We are working through all your logged jobs - putting them in order according to when they were reported and how urgent they are.
If you have reported a repair that has not yet been done, we will contact you to book an appointment. There is no need to get in touch again.
How we'll get in touch with you
If we have your mobile number, we will text you an appointment. Otherwise, we’ll call your landline or send you an email with the arranged date.
Repairs timescales from 6 April
We will be starting to take new repairs from 6 April.
While we get back on track, these may take longer to complete - perhaps up to 90 days for routine repairs.
For all heating or hot water faults – and for leaks that can be contained – our gas team will come out to you within 28 days.
Reporting your repairs
You can still report your repairs online, but for now you won’t be able to pick a day and time. Instead, we’ll get in touch to agree a slot.
As ever, you can report an emergency at any time.
If your repair does not qualify as an emergency, you will be offered a suitable appointment depending on the urgency of your situation.
We're in this together
If you have a repair that can wait, we’d really appreciate it if you can report it at a later date.
Thanks again for your patience.
Call 0800 012 1311
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