Emergency out of hours repairs for tenants

The TMO provides a 24-hour repair service. Outside of normal working hours, Monday – Friday 9am – 5pm, an emergency only service is provided.

Should you require an emergency repair, please contact us on 0800 137 111.

An emergency repair is only carried out where there is a genuine threat to the Health and Safety of residents or the general public or to the fabric of the building.

Examples of emergency repairs are:

• Dangerous structures, such as walls, parapets, ceilings, staircases etc.
• Dangerous paths, paving, steps or manholes
• No mains water supply – erecting standpipes if necessary
• Overflowing main drains
• Blocked toilet (where only one toilet is available)
• Serious water leaks in supply pipes, cisterns, toilets etc. (where they cannot be contained/isolated)
• Serious roof leaks (where the leak cannot be contained)
• Smoking or sparking sockets, lights or switches
• Complete loss of electricity supply
• Unsecured property (a crime reference number is required)
• Damage to a property after a break-in (a crime reference number is required)
• Forced entry and lock change – (vulnerable tenants only)
• Tap jammed open and water cannot be shut off
• Toilet not flushing (only if unusable)
• Leak to cisterns, toilets, tanks etc. (where it can’t be contained)
• Blocked bath, basin or sink
• The loss of all lighting in a communal area (for example a landing or stairwell)
• A broken glass panel in a communal area

Please note: each emergency repair request will be considered on its own merit and some repairs will be responded to within working hours only. You will be informed if a repair has been ordered and when someone will attend. You will be expected to stay at home to provide access.

Whilst every effort will be made to carry out a permanent repair this may not be possible, but in all cases the fault will be ‘made safe’.

Please remember that you may be recharged if the repair is due to neglect or misuse. Recharges will include the administrative costs associated with the TMO arranging the repair. This is usually an additional £45.00.

What to do if you smell gas

• Do not operate any electrical devices of any kind.
• Open doors and windows to ventilate the premises
• If you can, close the gas shut-off valve at your gas meter

Useful numbers

• Domestic customers wishing to know their current gas supplier- Gas Consumer M number helpline-0870 608 1524
• Commercial customers wishing to know their current gas supplier- xoserve 0845 601 3049
• To report gas a escape or a gas safety issues - National Gas Service Emergency Line, 0800 111 999