Our different repairs and safety checks

Our different repairs and safety checks

How we categorise repairs

This is when there is a serious risk to you or your home.

We will attend within 4 hours to make safe, however we may need to make a follow on appointment to complete the repair to a satisfactory standard.

The main aim is to ensure everyone is safe and your property is secure. This depends on what the repair is and, on your circumstances. For example if your household includes elderly, disabled people, or infants under three years old.

Examples of emergency repairs:

  • A security risk to your home (eg a smashed window, external door not locking, or you are locked out).
  • The only toilet in your home is blocked.
  • You’ve got unsafe electrical sockets or fittings (including sparking).
  • You’ve got an uncontainable leak (if you can contain it using buckets, towels, bowls etc  – then that’s not an emergency).
  • If, during the months of 1st November to 31st March, you have no heating or hot water.
  • You’ve got a gas or carbon monoxide (CO) leak.
  • Contact Cadent by phone on 0800 111 999 immediately to arrange an emergency visit.

(If a gas or CO leak is detected, Cadent will cap the gas. If you need remedial work after that, which is our responsibility, you need to contact us to report this.)

More about emergency repairs

Repairs in this category pose no immediate risk and can be booked at a mutually convenient time.   The work will be completed within 28 calendar days. We will also prioritise appointments based on urgency of repair.

Some repairs cannot be completed within 28 days because they need a bit more planning or because they will be carried out along with similar jobs for other customers.  However, we will carry out an inspection and do any necessary temporary repairs within 28 days. We will complete the full repair within 90 days.

The law says we must complete an annual gas safety check and an Electrical Installation Condition Report (EICR) for your home.

When these checks are due we'll let you know and agree an appointment. 

More about electrical safety

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