Repairs and Winter Working

Winter is just around the corner, which means it is time for us to switch to our winter working process.

During the winter, our normal four hour emergency repair response remains in place, and will be extended until the spring to include all heating failures or breakdowns which lead to customers having no heating. However, during periods of extremely cold weather, when heating related issues may be higher, we will prioritise our most vulnerable customers. This means we may need to extend our response time to all other customers to attendance within 24 hours. Our technical hub will advise you if this longer timescale is in place when you log your repair with them. If we are unable to complete a full repair within 24 hours, it may be necessary for us to provide temporary heating.

We are already seeing much higher demand for heating related repairs. Some of these are for minor issues, like re-pressurising your boiler or bleeding a radiator, that you may be able to do quickly and easily yourself by following our 'How to Self-Help' guides if your problems are more serious, however, please ring us. We apologise for any delays getting through. 

If our customers have other means of heating water, such as an immersion heater or electric shower, then the response remains as a non-emergency. This helps us to make sure our contractors respond quickly and efficiently in the winter rush to repairs where customers have no other means of getting hot water and are therefore in an emergency situation.

Thank you for your patience and understanding.

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