You can report Emergency repairs 24/7 by calling 0300 303 9848. Our emergency repairs call centre is experiencing high call demand, you may have to wait on hold. If you are unable to wait on hold you can select a call-back or email emergencyrepairs@orbisprotect.com
You can report non-emergency repairs and manage your rent account 24/7 by registering for our FREE My Account App, click here to register.
An Emergency Repar is any repair that is required in order to sustain the immediate health, safety or security of the customer at risk or affects the structure of the property.
Here you will find a guide to what is an emergency repair.
- A suspected gas escape or carbon monoxide leak; IMPORTANT Please leave the house and call the National Gas Emergency number immediately on 0800 111 999, please then call us on 0300 303 9848
- Loss of entire supply of electricity, and/or water and/or gas in your home
- If there is a total loss of power, water or gas, please check with your neighbours to see if other properties are affected before contacting us. If more than one property is affected please check your gas or electricity suppliers website. If just your property is affected call us on 0300 303 9848
- Loss of the entire heating provision in your home.
- If you have alternative heating such as an electric, gas or solid fuel fire then this will not be classed as an emergency unless there are vulnerability issues to consider, our Customer 1st Hub colleagues will discuss this during your call
- Loss of hot water facilities in your home. Where your health condition requires regular bathing and where there is no electric shower please call us on 0300 303 9848
- Serious plumbing leaks where the property structure is in danger of damage (If the leak is containable this is may not be considered to be an emergency)
- Serious structural failures in your home. If you feel your home is unsafe, please leave and call us. If you feel there is imminent danger to life call 999.
- Your home is not secure / broken glazing to windows. If the external window pane only is cracked this would not be considered an emergency. The emergency repair will be to board up the window only to 1st floor.
- Toilet is blocked and its the only one in the house.
- If you have one toilet and that is blocked please call us on 0300 303 9848
- If you have more than one working toilet this is not an emergency repair. If the blockage is affecting more than one property, please contact United Utilities on https://www.unitedutilities.com/emergencies/
- Main drain is blocked. If the blockage is affecting more than one property please contact United Utilities on https://www.unitedutilities.com/emergencies/
- Communal door entry system is broken (where access is being restricted/left insecure)
- Service lifts (including stair lifts) are not working
- Locked out of your home.
- Please be aware that this will be a rechargeable cost to you (approx £120.00). Are you able to gain access through another door or has a neighbour or family member got a key to your property? If your tenancy is in joint names, permission to carry out the repair will be required from both of you. If you require a lock to be changed for any other reason, please contact us.
- Mains smoke alarm and/or carbon monoxide (CO) alarm is faulty