How long will my repair take

Our priority to fix emergency and urgent repairs, so it's important that you know the time frames we expect our repair contractors to work towards.

Our contractors, Mears and Gas Call Services, will respond to your repair requests within an agreed timeframe, detailed below.

For Household repairs from Mears:

• Emergency repairs - within 4 hours
• Urgent repairs - within 3 days
• Routine repairs - within 15 days

How do we decide if a repair is an emergency with Mears?
Understand the different types of repairs - emergency, urgent and routine for household repairs carried out by Mears.
We use different definitions and timeframes for our gas contractor, which are detailed below.

For central heating, gas or hot water repairs from Gas Call Services:

We are committed to carrying out repairs within these time frames (see below for definitions):

• Summer (May-October):

  • Gas / carbon monoxide / uncontrollable leak - 2 hours
  • Emergency - 12 hours
  • Urgent - 3 days
  • Routine - 7 days

  Winter (November-April):

  • Gas / carbon monoxide / uncontrollable leak - 2 hours
  • Emergency - 4 hours
  • Vital - 1 day
  • Urgent - 3 days
  • Routine - 7 days

How do we decide if a repair is an emergency with Gas Call Services?
Understand the difference between emergency, urgent and routine for central heating repairs carried out by Gas Call Services.