Ashfield Homes will attend to an emergency repair where there is likely to be a danger to life or limb, or major damage to your home, or surrounding homes, within 24 hours. We will try to get to you as quickly as possible to make the situation safe, but the complete repair might take longer to carry out. These include:

• Gas leaks – phone TRANSCO directly on 0800 111 999
• Total or partial loss of gas supply
• Total loss of hot water
• Total loss of heating – between dates 1st October to 31st March (Winter)
• Blocked flue to heating appliance
• Partial loss of heating – between dates 1st October to 31st March (Winter), (one radiator not working but where required by elderly, infirm, infants) 
•  Partial loss of heating – between dates 1st October to 31st March (Winter) (2 or more radiators)
• Total loss of drinking water.
• Blocked or leaking drain or sewer (this may be Severn Trent Water’s full responsibility if the property was built prior to 1936)
• Blocked toilet – but only if there is no other working toilet for your home
• Tap which cannot be turned off
• Severe leaking water or heating pipe, tank, cistern or toilet
• Overflow running full bore
• Make safe insecure window, external door or external lock.  Note: Lost keys are the responsibility of the tenant, except if you are a pensioner when we will provide new keys or locks if they are required.
• Rotten timber flooring or stair tread causing potential health and safety hazard
• Faulty staircase and corridor lighting in blocks of flats or sheltered accommodation for older people.   
• Dangerous structures such as loose cast iron rainwater gutters, unsafe chimney stacks or roofs.  
• Dangerous electrical wiring, sockets, or switches 
• Loose or detached banister or handrail for stairs
• Repairs causing serious danger to the security of the home.  

Emergencies Outside of Normal Working Hours (6.00pm – 8.00am)  

Please only use this Service for real emergencies, you can contact us using our 24hr telephone number                 0800 479 4999 (Freephone)  If the system is abused, you may put another person’s health or welfare at risk. 

We will get someone to you as quickly as practicably possible to ensure your home is made safe.  However, sometimes it may not be possible to complete the full repair and a temporary or make safe repair will be completed.  

Before you use this Service, unless it is an absolute emergency, please read the following section.  

Gas Leaks  

Gas leaks are initially dealt with by TRANSCO. If you think you can smell gas, please follow the following steps:  

• Put out any cigarettes or naked flames.
• Check you have not left a gas tap or cooker on.
• Turn off your gas supply at the meter.
• Open doors and windows to let the gas out.
• Do not use electrical switches, doorbells or a naked flame.
• Do not use a phone in the property – it can cause sparks. Ring TRANSCO emergency telephone number: 0800 111999. 
• Transco will make your home safe and advise you what to do next.  

No Electricity?  

Before you call the Repairs Call Handling Centre, first check that a fuse hasn’t blown in your fuse box.  If you have a modern circuit breaker type of fuse box, check that the trip switch or reset switch doesn’t need resetting.

Before replacing the fuse wire, or resetting the trip or reset switch, unplug any appliance that might be faulty.

Usual problem appliances include kettles, toasters, irons and washing machines.   If you still have no electricity, ring the Repairs Call Handling Centre on 0800 479 4999 (Freephone)