Contacting us out of hours

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Connect contact service

Our connect contact service is open to take calls Monday – Friday, 8am – 6pm. We understand that these times are not convenient for everyone, or that something very urgent may occur when our daytime contact service is not available.

Our connect online services are available 24/7.  If you haven’t signed up already, registration is simple and automated so you can do it any time.  Once registered you will be able to report repairs online, track progress and view repair details.

For emergency repairs, you should call us on 0161 331 2525 or 0300 011 1144.

Emergency repairs contact

To report a situation outside of our office hours that needs an emergency response, call our Connect number 0161 331 2525 or 0300 011 1144. You will hear a short recorded message, after which you should press ‘1’ on your telephone keypad to be connected to our emergency ‘out-of-hours’ service.

This service is provided by our partner, SPS Doorguard, who hold address and other information about all of the properties managed by the Group. The service is principally to cater for emergency repairs. These include the following:

  • central heating breakdown in winter months (October-March);
  • non-operation of warden call and door entry systems;
  • alarm activations or breakdowns;
  • door, window or lock breakages that leave your property insecure or you unable to gain entry;
  • leaks that cannot be contained;
  • roofing faults that are damaging the building or personal property;
  • non-operation of all or the only toilet;
  • racist graffiti
  • other urgent health and safety risk.

If our engineers attend your property and the repair is found not to have required an emergency response, you may be charged the cost of the repair.

If you think you can smell gas or fumes:

  • Turn off the gas at the meter.
  • Open windows.
  • Put out naked flames.
  • Don’t use electrical switches.

CALL THE NATIONAL GRID GAS EMERGENCY CALL CENTRE ON 0800 111 999.

The out-of-hours service works with us to meet our service standard of attending emergency repairs within 24 hours of being reported to us. In the case of certain repairs that are considered ‘critical emergencies’, the duty operative or contractor will be contacted to attend as soon as possible. All other emergencies, if reported in the evening or over night, will be responded to on the following day.

After the out-of-hours service has taken the details of an emergency repair, you can expect to receive a call from the engineer, who will give you an estimate of the time they expect to get to your home. They may ask you questions about the problem to see if it can be resolved without visiting your home.

If you call about a repair that is not assessed to be an emergency, our out-of-hours service will take your details, which will be passed to connect, who will contact you by 11am on the next working day.

If an engineer attends your home on an emergency visit, but finds there was no emergency, you may be recharged the cost of the repair.

Other emergencies

For most other emergencies, you should contact the emergency services, dialing 999, rather than our out-of-hours service (e.g. fire, accident, crime, etc).

You should contact the out-of-hours service is there is a major incident in your neighbourhood which will prevent you returning to your home at night.

Non-emergency contact

We have the following options available to tenants who need to carry out tasks related to their tenancy or home when connect is closed:

  • automated rent payment line: use connect and select option 2. You will need to have your allpay card (and debit/credit card) with you.
  • website: make rent payments, report repairs (NB if you have an emergency repair, you should call us), register for property alerts, find information about the organisation and services.
  • connect online services: check rent balance and transactions; review repairs history and the status of current repairs; report changes to personal details and occupants of your property. You need to register to make use of this service.
  • Facebook page and twitter feed: request (non-emergency) services or share your ideas and views with us. We will deal with your message on our next working day.
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