Emergency repairs

Emergency repairs are any defects that put the health, safety or security of tenants or anyone else at immediate risk. Emergencies also include defects that can affect the structure of the building.

Examples of emergency repairs include:

• blocked or leaking main drain or soil pipe
• loss of gas supply
• total loss of cold water supply
• dangerous structures including wall or ceiling collapse
• insecure external doors and ground-floor windows.

We aim to complete emergency repairs within 24 hour. The timescale can depend on the type of repair needed. Our aim is to complete an emergency repair no later than the day after it’s reported to us.

Emergency repairs must be reported via:

• telephone: 0300 111 1000

When you call to report an emergency repair after 5pm, skilled staff will diagnose the problem. They will either:

• provide advice as to how you might be able to deal with the issue yourself if it is not a true emergency
• or send a member of Thirteen’s staff to your home.