Emergency repairs

Gas emergencies
If you smell gas, contact the Gas Emergency Service on 0800 111 999.

  • Do: Turn off the gas supply at your meter, open doors and windows and put out any naked flames.
  • Don’t: Smoke or turn electrical switches on or off

Priority 1
Two Castles Housing Association aims to respond to emergency repairs to complete or make safe within 24 hours (attending on-site within 6 hours).

What is an emergency repair?
An emergency is where action is required to remove a danger to the property, its occupants or visitors, or risk to the health of someone.

The following would be classed as emergency repair items:

  • Total loss of electric power (not a general failure, speak to neighbours and check with your utility company)
  • Unsafe lighting socket or electrical fitting
  • Total loss of water supply (not a general failure, speak to neighbours and check with your utility company)
  • Total or partial loss of gas supply
  • Blocked flue to open fire or boiler
  • Total or partial loss of heating
  • Blocked or leaking foul drain or soil stack
  • Toilet not flushing (when there is no other toilet at the dwelling)
  • Insecure external window, door or lock
  • Total loss of lighting
  • Partial loss of power, but only when it is a danger to health and safety, for example power loss affects essential equipment such as a stair lift or a nebuliser
  • Internal leaking or burst pipes (only when the tenant cannot control the leak and there is a danger to the property and/or belongings)
  • Burst tanks or cylinders
  • Locked out (may be chargeable)
  • Blocked WCs
  • Blocked sink, bath or wash hand basin (in multi-storey blocks only)
  • Blocked refuse chutes in multi-storey blocks
  • No central heating (between 1st October – 31st March)
  • Loss of water heating (between 1st October – 31st March)
  • Gale, fire, flood or explosion damage

Should you have any queries over your own particular repair, please click here to contact your local office during office hours for further information. 

If you have an emergency repair to report please make sure you call your local office to inform us.

Emergency repairs – out of office hours
Two Castles Housing Association provides an emergency call out service, which deals with emergency repairs outside normal working hours. This operates from 5:00pm to 8.45am, Monday to Friday, 24 hours on a weekend and bank holidays.

If you have an emergency repair when our offices are closed you can contact us on

  • Our normal 0800 085 1171 (free from landlines) or 0300 123 1747 (local rate/low call charge from mobiles) and select the option for out of hours (option 1).
  • Alternative numbers are also available using 0845 543 6417 or the direct out of hours number 0161 909 6997

Any misuse of the emergency call out service will result in a charge to the occupier for the visit made.

The emergency call out service only deals with emergencies and does not respond to repairs which can be safely left until the following day. The team usually only carries out temporary repairs or ‘make safe’ work.

Permanent repairs are left for normal working hours so please do not expect the job to be fully completed during these hours.

For more information, please click here to contact your local housing office