COVID-19 – latest update

To ensure we protect our customers and colleagues as much as possible, we’ve had to take the decision to close our offices and customer service points and move to emergency repairs only - but we’re still delivering services.

24 Mar 2020

24 March update:

Repairs service

Following the government’s order for people to stay at home to reduce the spread of COVID-19 as much as possible, our repairs service is now only carrying out emergency repairs to issues which might put our customers at significant risk.

Please help us with this essential support by only reporting these types of repairs to us for the foreseeable future. There are also issues within our sector at the moment which may lead to delays for anyone currently waiting for an emergency repair, gas service or electrical testing so we apologise if this is the case. Please bear with us.

We’re working very hard to address these issues so thank you for your support and understanding at this difficult time.

Our contact team is available from 8am to 5pm, Monday to Friday and you can still contact us by email at or on our self-service website.

You can have a look at the frequently asked questions on this page and the rest of the website for updates on our services and the actions we’re taking to protect everyone.

To find the latest on Thirteen's response to the COVID-19 Coronavirus outbreak, please visit the webpage at