An emergency would be something that prevents you from occupying your home in a safe and reasonable way. Repair times depend on the severity of the problem and the availability of spare parts, but we can assure you they will be solved as soon as possible.

What is not an emergency?

Examples of non-emergencies are:

  • Dripping taps
  • Doors which require easing
  • General snags in the home

For non-emergency repairs please call our dedicated in-house Aftercare Team on 0191 525 5900 or e-mail Our Customer Experience Advisors are available between 8:30am – 4:30pm Monday to Thursday and Friday 08:30 - 12:00pm.

We guarantee to respond to non-emergency repairs within 2 days and attend to them within 15-28 days.

What is an emergency?

We know that there are times when something goes wrong and it needs to be fixed as soon as possible. Examples of these incidents are below:

  • Total loss of heating and/or hot water (seasonal).
  • Total loss of electricity (other than a power cut or cannot be fixed via trip switch).
  • Uncontainable water which is causing damage to your new home
  • Gas leak or the smell of gas - Please call Transco  on the freephone emergency number 0800 111 999 before contacting us.
  • Blocked drains causing a hazard to health and not caused by domestic products.
  • Failure of a lock causing safety issue and not caused maliciously.

We guarantee to respond to reports of emergency repairs within 12-24 hours.

Who to contact

If you have an emergency between 08:30 and 4:30pm Monday - Thursday or Friday 08:30 - 12:00 our Aftercare Team will be ready to assist.

Tel: 0191 525 5900


If your emergency is outside of these hours, weekends or holiday times you can call Safeguard Security. This service is available to you throughout your 2 year warranty period.

Tel: 01207 503 293

Transco (Emergency gas leaks): Freephone 0800 111 999