What should I do if something’s unsafe?
Emergencies are rare, but serious. If there’s danger to people or property, call us straight away — we’ll help immediately.
An emergency is any issue that poses immediate danger or could seriously damage your home, such as:
Major leaks or burst pipes
Total loss of power, water, or heating (in winter)
Gas leaks or carbon monoxide alarms sounding
Unsafe electrics
Broken or insecure doors or windows
Fire, flood, or structural damage
Serious damp or mould affecting health
See also Repairs & Maintenance.
If anyone is in danger, call 999 first. Then contact us on 01522 514444 (option 2) — our line is open 24 hours a day, 7 days a week.
If the situation feels unsafe, like the examples above, or could cause harm to you or your home, call us. We’ll talk it through and decide whether we need to attend immediately or arrange a routine repair.
Report lift faults, broken doors, or fire alarm issues as soon as possible — we’ll respond quickly to keep everyone safe.
See also: Resident Safety
What happens once you call us?
When you report an emergency, we prioritise your safety — responding fast and keeping you informed at every stage.
We’ll attend and make your home safe within 24 hours (Day 1) of the problem being reported.
“Day Zero” is the moment we first know about the hazard — whether you tell us, a staff member notices it, or a contractor reports its.
We’ll make your home safe, complete urgent work, and explain next steps in writing within three working days.
If the issue affects health or safety, we’ll start - or take steps to start - further work within five working days and ensure its underway within 12 weeks.
Read more on our Damp & Mould page.
You’ll receive updates by text, phone, or email — whichever suits you best. We’ll always keep you informed until the repair is complete.
See also: Emergency Repairs factsheet and Damp and Mould factsheet.
What can you expect while we’re working?
Every emergency repair is handled with care — we’ll keep you safe, informed, and treated with respect throughout.
All staff and contractors carry photo ID and follow our Contractor Code of Conduct – please check before letting anyone in.
Let us know straight away if you’re unwell or need help with access — we’ll rearrange safely.
We’ll update you when we’re on our way, after the visit, and once everything is complete.
If you’re still worried after a visit, please call our Property and Maintenance Team. We’ll revisit if needed to make sure everything is safe and working properly.
See also: Resident Safety and Repairs and Maintenance
How can you help avoid emergencies in future?
Most emergencies can be prevented by early reporting and regular checks — from you and from us.
Don’t wait until you see us in person — if you spot a fault, leak, or damp patch, report it straight away.
We carry out regular servicing for gas, electrics, lifts, and fire systems - inspecting one-third of homes each year to spot problems early.
Read our Gas Safety Factsheet and Electrical Safety Factsheet.
We’ll contact all residents immediately, explain the fault, and our response.
If a fire alarm is out of service, we’ll arrange a 24-hour waking watch and notify the Fire and Rescue Service.
We review every emergency and share what we learn across teams — helping us act faster, communicate better, and prevent repeat issues.
People: We act quickly and communicate clearly.
Places: We leave every home safe before we go.
Partnerships: Residents, staff and contractors work together to protect our communities.
See also: Repairs and Maintenance and Resident Safety
