Smell Gas?

Cadent Logo If you can smell gas, suspect a carbon monoxide emergency or know a pipeline has been struck call Cadent, the National Gas Emergency Service on 0808 111 999 available 24 hours a day. 

What to do if you smell gas (sign language)

Need a Repair?

You can report your repair to us by:

  • Using our online service, HouseCall
  • Calling us on 0808 100 9596, 24 hours a day, seven days a week

Repair Response Time

How quickly we carry out a repair depends on all of the following:

  • What the fault is
  • The amount of inconvenience it is causing you and others in your home
  • Your general health and safety
  • The risk of further damage to the property being caused

Sometimes, we may change the priority of a repair depending on personal circumstance, for example, if there is a risk to your health or safety, or if you will be affected by not having the repair done sooner.

Responsive repairs by priority and response time:

Priority 1 Emergency - response time: Attend within 4 hours Comment: Emergencies where there is a substantial risk, immediate danger or significant property damage will be prioritised, e.g. bursts, flooding or risk of structural damage. Repairs that present a risk of injury to people or major damage to property will be made safe. Any additional work to complete the repair may take place at a further appointment /// Priority 2 Urgent - within 5 working days. Comment: Jobs that require urgent attention to prevent damage to property but not risk to person or property //// Priority 3 routine- 21 working days - standard response repairs //// Priority 4 - 60 working days - requires further planning

Repairs and Maintenance Guidance

We've created this guide which includes useful information on: 

  • How to report a repair
  • What we are responsible for
  • What you are responsible for
  • How we prioritise a repair request
  • The repair process
  • Other types of work that may be carried out
  • Service standards
  • Code of conduct
  • Handy Person Service
  • Contents insurance
  • Complaints, comments and compliments

Download: Repairs and Maintenance Guidance

Cover of Repairs and Maintenance Guidance document

You may also find these policies useful: