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In the case of severe weather such as heavy rain or snow, this page is where we'll provide updates on how our repairs and gas services may be affected. If you are a customer and have a repair or gas appointment booked with us and our services are affected by the weather, we will contact you and let you know. In the meantime, you may wish to check this page regularly to find out which areas of the country we work in are affected and what that means with regards to our contractors and gas servicing and repair services.
Please be aware that our repairs service has been affected due to recent extreme weather conditions. Our contractors are finding it difficult to reach customers in some locations for scheduled appointments. We are working hard to maintain essential services and reach customers as quickly as possible. To manage the increased demand that has come about as a result of the recent weather conditions, our contractors are working to increase their workforce. We have received an unusually high volume of enquiries about heating issues, and we would therefore ask for your patience as we work through this backlog.
During extreme weather, our contractors will prioritise emergency appointments and work hard to reach customers as quickly as possible. If our contractor isn’t able to carry out your repair at the scheduled appointment time, they will contact you directly to arrange another suitable date and time when they will be able to visit. This may be subject to a further change dependent on how long the severe weather continues.
While all repair works are important, we will be prioritising emergency repairs. Repair times may shift, but we will aim to keep you regularly updated so please look out for further communications and updates from our contractors via text message. Please use the information included in your most recent text message and only call the Customer Service Centre on 0800 678 1221 if a rescheduled appointment time is not suitable for you.
Please check back here for regular updates.
For current flood warnings in force, please visit https://flood-warning-information.service.gov.uk/warnings
We are on hand with teams across all our locations to support you if you experience problems with rain and flooding.
For more flooding advice, check out this helpful leaflet from Gov.uk.
We have produced a new ‘caring for your home and keeping safe during colder weather’ advice leaflet with some helpful tips on how to care for your family and your home throughout winter. We hope you’ll find it useful.
If you suspect a water leak or your pipes have frozen, please visit our ‘water leaks and frost damage’ page.
To find out more about how to live a greener lifestyle, what we’re doing to make homes more energy efficient, and our partnership with The Wildlife Trusts, go to our all new eco-hub.