Gas Leak Emergencies

If you smell gas or suspect a leak, stay safe and take the following steps immediately:
  • Do not smoke, light matches, or use lighters
  • Do not turn electrical switches on or off
  • Extinguish any open flames, such as candles
  • Open all doors and windows for ventilation
  • Turn off the gas supply at the meter and leave it off until it is safe to restore
  • What is classified as an Emergency?

    Any incident that is likely to pose an immediate danger to life, a health and safety hazard or cause serious structural damage to a building.

Reporting & Tracking Repairs

To report a repair, request advice from SIG Housing Trust or check the status of an existing repair, please contact us:

Phone: 020 3668 9270
Office hours: Monday to Friday (9:00 am – 5:00 pm)
Email us at repairs@socialinterestgroup.org.uk

 

Emergency Repairs (Out-of-Hours):

Contact our out-of-hours service – Provided by ASPECT:
Monday to Friday (5:00 pm – 9:00 am)
Weekends and Bank Holidays: 02039445351
Out-of-Hours Emergency Jobs Provided by Aspect should be raised under: Social Interest Group.

 

Please note that this service should only be used outside our standard working hours and is for non-housing association properties.

 

Housing Association Repairs Out-of-Hours Emergency Repairs

If the landlord is a Housing Association, report repairs by calling their emergency line. Please note that for those properties where SIG Housing Trust is not the landlord, we must follow the relevant Housing Association Out-of-Hours Emergency protocol where applicable.

 

Please note that out-of-hours, non-emergency calls to this service will be charged back to the tenant.

Report a non-urgent repair

How We Prioritise Repairs

Priority 1 – Emergency (24 hours)
Critical repairs that pose a risk to health, safety, or property, such as gas leaks, flooding, or total loss of utilities.
Priority 2 – Urgent (3 working days)
Repairs that prevent inconvenience, including partial power loss, plumbing leaks, or heating issues.
Priority 3 – Routine (20 working days)
Non-urgent repairs that prevent long-term damage, such as gutter repairs, minor plumbing issues, or plasterwork.
Priority 4 – Planned Repairs (90 working days)

Once you request a repair, we’ll arrange an appointment at a convenient time. How long it takes to complete will depend on the type of repair needed. Please scroll down to see our repair timelines and what to expect.

High Priority Repairs

Emergency Repairs

 

Emergency repairs are situations that pose an immediate risk to safety, property, or security. These include:

 

  • Immediate danger to occupants or the public – Examples include gas leaks, electrical faults that could cause a shock or fire, or loose/falling brickwork or roof tiles
  • Significant risk of further damage – Delays could worsen the issue or create health hazards, such as burst pipes, severe roof damage, or drainage problems leading to wastewater backup
  • High security risk – Situations like a break-in through the main entrance or another easily accessible entry point
  • Total loss of heating and hot water – Considered an emergency from October to May for households with elderly, disabled, or vulnerable members
  • Inaccessible toilet (only toilet in the home) – If the toilet is unusable but not due to a blockage
  • Emergency repairs focus on making the issue safe. This may mean an initial temporary fix, with a follow-up repair scheduled under a different category if needed
Image of smoke detector being activated

Urgent Repairs

 

We aim to attend and complete urgent repairs within three working days. These are repairs that, if left unresolved, could cause further damage or significantly impact your comfort, health, or safety.

 

Examples include:

  • Loss of heating or hot water (for households not covered under emergency repairs)
  • Partial loss of gas, electricity, or water (unless due to external utility provider work)
  • Minor structural repairs – Such as slipped roof tiles or leaking waste pipes
  • Faults causing inconvenience or risk – Examples include:
    • A blown fuse affecting an electrical circuit
    • Loose or damaged stair treads or handrails
    • Loss of staircase lighting
    • Blockages in sinks, baths, or basins
    • Non-flushing toilets
    • Plumbing issues such as taps that cannot be turned on or off
    • Low-security risks or escape route issues – For example, a faulty front door or fire door that needs adjustment
Image of a male contractor checking the drain under the sink

Medium & Low Priority Repairs

Standard Repairs

 

Standard (non-urgent) repairs are issues that do not pose an immediate health or safety risk. We aim to complete these within 20 working days.

 

Examples include:

  • Broken gutters
  • Internal doors, fixtures, and fittings
  • Minor plumbing or plastering work
  • Routine repairs that do not fall under emergency or urgent categories
Image of a male decorator preparing a room for redecorating

Planned Repairs

 

Planned repairs are more complex and may require specialist contractors. We aim to complete these within 90 days, with an initial visit within 20 days.

 

Examples include:

  • Major external repairs and redecorating
  • Roof renewals
  • Damp treatment and repairs
  • Kitchen or bathroom replacements
Image of a male contractor at the door and being greeted by the person in the property

Repair Timescales

When you report a repair to us, we’ll schedule an appointment within an appropriate time slot. The timescale for carrying out your repair will be dependent upon the type of repair that is required.

 

Timescales that SIG Housing Trust work to are as follows:

 

  • Emergency – within 24 hours
  • Urgent – within 3 working days
  • Standard – within 20 working days
  • Planned – usually within 90 days however this may dependent on additional factors such as budgets and procurement of contracts

 

We offer two slots for appointments. These will be Monday to Friday and will not include Bank Holidays unless the repair is an emergency.

 

Mornings: between 9:00 am and 12:00 pm

Afternoons:  between 12:00 pm and 5:00 pm

 

Where possible we will prioritise repairs for vulnerable tenants.

Click here to learn more about SIG Housing Trust’s repairs timeframes.

 

Contact Our Repairs Team

Phone:

020 3668 9270

 

Email: 

repairs@sighousingtrust.org.uk

 

Office Hours:

Monday to Friday (9:00 am – 5:00 pm)

 

Repair Appointments

Repairs are scheduled in the following time slots:

 

AM: 8:30 am – 12:00 pm
PM: 12:00 pm – 4:00 pm

 

Please ensure you are available during your chosen slot.