What is an emergency?

An emergency is anything that risks your health and safety, or the security of your home, if not repaired immediately.

We aim to deal with an emergency repair within 24 hours of it being reported.

The list below shows what repairs are considered emergencies.

Please check that your issue is an emergency before contacting us.

Call us immediately if your repair is on the list.

Call 0161 448 4200

If you smell gas or think there’s a leak, call the National Gas Emergency Service immediately.

Call 0800 111 999

 

Bursts or water leaks are only emergencies if:

  • The water from a burst pipe or leak is enough to fill a household bucket overnight or more
  • Water is affecting the electrics

IMPORTANT:

  • Turn off the water at the stopcock
  • If the leak is near electrics, turn off the electricity

If there is total power failure also affecting other nearby homes, call the National Grid electricity company on 105.  

We will come out to the following as an emergency:

  • Electrical fittings smoking, burning or overheating
  • Fire alarm in a block of flats
  • Power is off in part of your home, but only if it is a danger to health and safety as it affects essential equipment like a stair lift or nebuliser

No heating or hot water constitutes an emergency between 1 October and 31 March only - except in circumstances below:

  • No heating or hot water any time of year if you have, a young baby under 12 months old, or someone who is elderly or disabled
  • Heating system giving off fumes - call Cadent on 0800 111 999
  • No cold water (but check with neighbours to see if it affects other homes)

We will also only attend up to 10pm for no heat or hot water between 1 October and 31 March.

Outside of these times, it will be referred by our out of hours service for a Southway operative to attend the next day.

Blocked drains are only an emergency if sewage is coming up.

  • If there has been a fire in your home, we will check electricity wiring and gas pipework. 
  • Do not use electricity or gas until it is safe to do so.
  • Blocked toilet, if there is no other toilet in your home
  • Toilet not flushing, if there is no other toilet in your home and you cannot flush it temporarily with a bucket of water 

These are only emergencies if someone at home has a medical condition that means the bath, sink or shower is essential to their health. 

  • No water from taps
  • Bath blocked
  • Shower broken
  • Washbasin blocked
  • Kitchen sink blocked

These are only emergencies if they make your home insecure: 

  • Broken locks
  • Broken windows 
  • If you're locked out, we may be able to help by forcing entry and repairing the damage
  • You may have to pay for the repair

Any fault with the lift.

Gas Leak

If you smell gas or think there’s a leak, call the National Gas Emergency Service immediately.

Call 0800 111 999

 

Burst pipe or major water leak

Bursts or water leaks are only emergencies if:

  • The water from a burst pipe or leak is enough to fill a household bucket overnight or more
  • Water is affecting the electrics

IMPORTANT:

  • Turn off the water at the stopcock
  • If the leak is near electrics, turn off the electricity
Electrics

If there is total power failure also affecting other nearby homes, call the National Grid electricity company on 105.  

We will come out to the following as an emergency:

  • Electrical fittings smoking, burning or overheating
  • Fire alarm in a block of flats
  • Power is off in part of your home, but only if it is a danger to health and safety as it affects essential equipment like a stair lift or nebuliser
No heating or water supply

No heating or hot water constitutes an emergency between 1 October and 31 March only - except in circumstances below:

  • No heating or hot water any time of year if you have, a young baby under 12 months old, or someone who is elderly or disabled
  • Heating system giving off fumes - call Cadent on 0800 111 999
  • No cold water (but check with neighbours to see if it affects other homes)

We will also only attend up to 10pm for no heat or hot water between 1 October and 31 March.

Outside of these times, it will be referred by our out of hours service for a Southway operative to attend the next day.

Drains and waste

Blocked drains are only an emergency if sewage is coming up.

House fire
  • If there has been a fire in your home, we will check electricity wiring and gas pipework. 
  • Do not use electricity or gas until it is safe to do so.
Toilet
  • Blocked toilet, if there is no other toilet in your home
  • Toilet not flushing, if there is no other toilet in your home and you cannot flush it temporarily with a bucket of water 
Baths, showers and sinks

These are only emergencies if someone at home has a medical condition that means the bath, sink or shower is essential to their health. 

  • No water from taps
  • Bath blocked
  • Shower broken
  • Washbasin blocked
  • Kitchen sink blocked
Windows and outside doors

These are only emergencies if they make your home insecure: 

  • Broken locks
  • Broken windows 
Locked out
  • If you're locked out, we may be able to help by forcing entry and repairing the damage
  • You may have to pay for the repair
Lifts

Any fault with the lift.