How quickly will someone respond to an emergency maintenance request?

We assess emergency maintenance reports as soon as they are received through the 24-hour urgent route. Our priority is to make people safe & prevent further serious damage.

We cannot promise the same engineer arrival time for every emergency. A serious incident may need a utility operator, fire service, specialist contractor or access to building equipment.

What affects the response

• The immediate danger & whether anyone is at risk.
• The type of system involved & whether a specialist is needed.
• The location of the problem & access arrangements.
• Whether emergency services or a network operator must act first.
• The availability of parts or temporary safety measures.

We will explain what action is being taken & provide updates where possible. An initial visit may make the situation safe, with permanent repairs following later.

If the problem worsens or someone becomes unsafe, call the urgent number again. For life-threatening events, contact 999 in England or 112/999 in Ireland immediately.

The law still requires us to meet applicable safety & repair duties in each country.