We hope to put any problems right as soon as possible to avoid disruption in your new home
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.
Examples of non-emergencies are:
For non-emergency repairs please call our dedicated In-house Customer Care Team on 0191 525 5900 or e-mail firstname.lastname@example.org. Our advisors are available between 8.30am – 5.00pm 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.
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:
We guarantee to respond to reports of emergency repairs within 12-24 hours.
If you have an emergency between 08:30 and 5:00pm Monday - Thursday or Friday 08:30 - 12:00 our Customer Care 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