What is an Emergency Repair?

An Emergency 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

Leave the house and phone the National Gas Emergencies number immediately on 0800 111 999, please then call us on 0300 303 9848

We have lost the entire supply of electricity, and/or water and/or gas in our home 

In the instance of 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 website your gas or electricity suppliers website. If just your property is affected call us on 0300 303 9848.

We have lost the entire heating provision in our home 

Please call us on 0300 303 9848. 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

We have lost hot water facilities

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 not considered to be an emergency, please call us during the daytime to report as a standard repair.

Serious structural failures in your home

If you feel your home is unsafe, please leave and then call us on 0300 303 9848

Our home is not secure / Broken glazing to windows

If the external pain only is cracked this would not be considered an emergency. The emergency repair will be to board up the window only to 1st floor.

Our toilet is blocked and its the only one we have 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 Utili

Our main drain is blocked

Please call us on 0300 303 9848, If the blockage is affecting more than one property, please contact United Utilities

Our communal door entry system is broken (where access is being restricted/left insecure)

Please call us on 0300 303 9848

Our service lifts (including stair lifts) are not working 

Please call us on 0300 303 9848

We are locked out of our home.

Please be aware that this will be rechargeable to yourself at a cost of £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.

Our Mains smoke alarm and/or carbon monoxide (CO) alarm is faulty

Please call us on 0300 303 9848

Your Questions Answered

There are a lot of Weaver Vale vans on the roads, why isn't my repair being done?

We are having to change the way we deliver the repairs service in line with government guideline to keep our staff and customers safe.  This means on occasions we have to reduce the number of staff in a property at any one time, therefore you may see staff in vans as they wait for their colleagues to finish their part of the repair

The appointment to carry out my plastering was cancelled in March and I am still waiting for an appointment, when will this be done?

We are working through the backlog using a risk-based approach. This means where a repair has potential to cause harm to a customer or further damage to the property, these repairs will be prioritised first. In most cases plastering does not create a high risk to customer or home. We are looking to work with some trusted contractors to assist with delivery of plastering works.

Why is my neighbours repair being done before mine despite reporting it afterwards?

We understand that all repairs are important to our customers, in some areas of work such as Plastering and Roofing works we have a backlog due to the current pandemic, and are having to prioritise some repairs. This may mean that you see a neighbour getting works completed quicker that yours.

I am waiting for a surveyor appointment, when will this be done?

We are working through the backlog of surveys, prioritising on risk. We are dealing with daily challenges relating to Covid-19, to keep customers and employees safe at all times. We have made the decision not to book appointments too far in advance in case our employees having to self-isolate.

I have been waiting before Covid for job to be done and now Weaver vale are using Covid as an excuse.

At the time of lockdown there were appointments booked into diaries for our staff to attend, which we had to suspend due to government guidelines.  These repairs will have been reported before Covid, but the completion has been affected by Covid. We are working through these using a risk-based approach.

Why was my repair cancelled/rearranged at short notice?

We are dealing with daily challenges due to COVID, on occasions our staff have to isolate following government guidance which may result in appointments being rearranged. We are still working closely with supply companies because there are still national shortages of some products. This is also the reason we are not booking appointments too far in advance.

Why are the Trust spending more money on gardens than inside homes?

We have the same responsibilities to carry out repairs externally keeping properties safe and compliant. The Operatives that undertake this work have specific trade sets and by reducing this type of work it wouldn't give us any extra capacity to deal with internal repair backlogs.

Why is it taking so long for repairs to be carried out?

Repairs are taking longer at present as we are working through the backlog. Covid has meant that we have had to follow more H&S guidelines including extra PPE for employees and cleaning surfaces down after the works are completed. We are working with a reduced workforce as people have to isolate in line with government guidelines.

It's been hard to get through to you by phone.

We appreciate at certain times the phones lines are busier. The majority of our staff are working from home and doing their best to handle the increased calls we have been experiencing. Why not save time and download our FREE My Account app to book/change a repair and check your rent balance, click here to create an FREE account.

COVID-19 Information for Customers

Our latest service update January 2021

We understand COVID-19 continues to be a worrying situation, the safety of our colleagues and customers is our utmost priority. We have assessed the latest England wide lockdown restrictions and at present we do not see these restrictions affecting our customer-facing services. We will continue to monitor this and will let customers know if any changes do take place. 

Due to the pandemic we are seeing daily challenges that affect our workforce and customers. We are working hard to resolve the issue as quickly and efficiently as possible. The main priority is always to keep our employees and customers safe. We do have an ongoing backlog of work that has been created due to Covid, which we are working hard to resolve. We are working through this backlog using a risk-based approach, keeping customer and employees safe at all times. This is influencing completion times for repairs which are taking longer to complete than normal, this is especially affecting large plastering works, where our staff would need to be in properties for a number of days. 

Appointments booked 

Cancelled repairs from the initial of lockdown continue to be carried out. However in some areas of work such as Plastering and Roofing works we have a backlog due to the current pandemic, and are having to prioritise some repairs. 

Routine Repairs 

You can report new routine repairs via our app, click here to download or by calling us on 0300 303 9848.  Emergency repairs (including any necessary compliance checks / H&S related work or inspections) continue by calling 0300 303 9848.

  • Our Head Office remains closed. 
  • Our support teams continue to work from home, please visit the service pages on this site for more informartion.

A visual guide to services

service update january 21