16 March 2018: Customer Service Update

We are expecting to have more extreme weather conditions over the weekend and into next week so there may be a rise in calls to our Customer Service Centre. During this time there may be a delay in answering calls or digital chats. If the weather does prove to be as extreme as experienced at the end of February we would encourage customers to avoid raising non-urgent works over the phone.

Alternatively, if customers would like to raise a non-urgent repair, please use our online form and someone will be in touch with an appointment. We will be prioritising emergency works and works relating to heating systems as much as possible and understand the importance of doing this.

We anticipate that there may be a large amount of issues relating to frozen pipes, similar to the last storm, which affected many of our customers across the UK. We would encourage customers to keep their heating on, even on a low setting when away from home, to avoid further failures due to freezing. Customers can also use the self-help available on our website and in a video created by our supply chain partners without having to wait for an engineer to attend.