What to do in an emergency

• Open your doors and windows so the gas can escape
• Don't smoke or use matches or cigarette lighters
• Don't turn light switches or anything electrical on or off, including mobile phones
• If you can, turn off your gas supply at the meter and leave it switched off until you're sure it's safe to turn it back on again
• Go outside and call the National Gas Service Emergency Service on 0800 111 999 to report a suspected gas leak. They will advise you from there.
• Don't go back inside until they have given you the all clear.
• Let us know what has happened if the emergency service recommends anything else to help protect the home in future.

Escape of water is the insurance term used to describe a water leak. It’s not the same as flooding which is often from extreme weather or another external event.

• Household appliance leaks, for example washing machines
• Sinks and bath drains
• Frozen pipes
• Radiator or boiler leaks
• Rainwater gutters

If there is an escape of water, such as a water leak, please take reasonable action to stop any further damage to the property. If action isn't taken it may affect an insurance claim.

We recommend you:
• Switch off the water supply using the stop tap
• Switch off the appliance causing the leak if possible, or avoid using it
• Move personal items from the affected area if possible
• Place a container to catch the leak if possible
• Soak up the leak with towels or mop if possible

Please call us immediately on 0333 320 2675 to report this as an emergency repair. The line is open 24 hours a day, 365 days a year. If needed, we’ll then send someone to help as soon as possible to stop the leak, or the damage caused.

Please move personal items from the affected area to avoid damage if possible. As a housing provider, we do not insure personal items and we strongly recommend suitable contents insurance is in place.

In the event of a planned power cut, the energy provider will usually give several days’ notice.

You can check for planned power cuts on the provider’s website. Sometimes severe weather or damage to the network can disrupt power supplies. Either way, it is always a good idea to be prepared. 

How to prepare for a power cut
• Keep a torch handy – it is much safer than using candles, which can be a fire hazard
• Keep a blanket and warm clothing handy
• Fill a vacuum flask or/and hot water bottle in advance of a planned power cut
• Stock up with food and drink that doesn't require energy to prepare it
• Keep your mobile phone and laptop fully charged
• Register for the energy provider's priority register
• Talk to the medical provider about a power outage plan for any powered medical equipment and refrigerated medicines
• Check the network operator's website or social media channels for updates
• Keep fuel tanks for vehicles at least half full for emergency travel, as fuel pumps may not work if there is a power cut in your local area
• Make sure that you know how to use the manual option on any electric-powered doors and gates
• Save 105 to your phone – you can use this number to report unexpected power cuts
• Know the location of your fuse box, gas meter, or mains water supply tap and how they operate

It is a good idea also to prepare a box of emergency items, such as:
• First aid kit and any prescription medication
• Spare charged phone
• Spare torches and batteries
• Portable charger or power bank
• List of emergency contacts in case your phone runs out of charge
• Important documents
• Flask and hot water bottle
• Battery-powered or wind-up radio (useful for keeping up with relevant local news)

Sometimes severe winter weather can cause problems, for example, gas appliances like boilers are more vulnerable to a breakdown in very cold weather.

If anyone has additional needs because of their medical or personal circumstances, you can contact the local network operator and ask about the free Priority Services Register.

The Priority Services Register is a free service to help people who have additional needs. It’s available to customers in England, Scotland and Wales. You can sign up by contacting your local network operator and energy supplier. Each keeps their own register.

Help you can get through the Priority Services Register
The type of help available will vary, depending on the individual circumstances and the support from their local network operator. All network operators can offer:

Advance notice of planned power cuts.
If anyone relies on the energy supply for medical reasons their network operator can tell them about planned power cuts. For example, when there are planned engineering works. Being on a Priority Services Register won’t mean the electricity supply will be restored more quickly or guarantee a power supply if there is a power cut.

Priority support in an emergency
Network operators can provide heating and cooking facilities or accommodation and direct contact and updates, such as by phone.

An identification and password scheme
This could include arranging a password or pictures that only you and the local network operator will know. The network operator will use these forms of identification so you can feel confident they are who they say they are if they need to visit or make contact.

Being registered for priority services does not guarantee a continuous supply of energy. As supply interruptions can happen all year round, it’s important that everyone is prepared and knows what to do if they happen.

Who is eligible?
People who have:
• have reached state pension age
• are disabled or have a long-term medical condition
• are recovering from an injury
• have a hearing or sight condition
• have a mental health condition
• have extra communication needs

It’s best to contact the network operator to check. And once registered, it’s important to keep the supplier or network operator updated if circumstances change.

Please help tenants you support to register for this Priority Services Register. https://www.energynetworks.org/customers/find-my-network-operator

• In the unlikely event of a planned power cut, the energy provider will usually give several days’ notice. Details of planned power cuts will be available on the energy provider’s website.
• Visit powercut105.com and input the postcode to check 24 hours before a planned power cut in your area.

• Switch off appliances - turn off items such as irons, ovens, electric fires and fryers, as they could pose a hazard if the power comes back on when you are not there or they can be damaged by power surges
• Leave a light on so you know when the power comes back on
• Wear warm layers such as hats, gloves and blankets
• Close doors and curtains to keep the warmth in the room
• Do not use a gas stove, BBQ, candles or oven to heat your home
• Keep fridge and freezer doors closed and place a blanket over the appliance to keep its contents cooler longer
• If your mobile phone is running low on battery:
o Use the extra power saving mode if you have it
o Cut apps running in the background
o Turn down screen brightness
o Top up your battery in your car, if you have a car charger
• If the power cut is unplanned or unexpected, contact your local network operator online or call 105, the free power cut emergency number.

Cordless phones probably won't work during a power cut. They take their power from the mains, and most don't have battery backup. Traditional corded phones will work – you might want to keep one handy, so you can plug it in and make phone calls if you have a power outage. In most cases, mobile phones will work, so it is a good idea to keep them charged.

Talk to the medical provider about a power outage plan for medical devices powered by electricity and refrigerated medicines.

Find out how long medication can be stored at higher temperatures and get specific guidance for any medications that are critical for life.

• If you keep the fridge and freezer doors closed, chilled and frozen food will last longer. UK Power Networks says food should keep for between four to six hours in the fridge and 15 to 24 hours in the freezer if you can avoid opening it.

Covering the freezer with blankets while the electricity is off will give extra insulation and could keep the food fresh for longer.
• If food defrosts in a freezer, bin it. Eating items that have thawed and then been refrozen can be dangerous.
• Throw out perishable food in the refrigerator (meat, fish, cut fruits and vegetables, eggs, milk, and leftovers) after four hours without power or a cold source like dry ice.

In a power cut, do not use a stair lift or a passenger lift. If you need help, contact us in the usual way.

Think about when the power cut is planned and avoid using the lift near this time.

If you are in a passenger lift when a power cut happens, the lift is likely to stop and you will become trapped until the power returns or you are manually released. Please note, this could take several hours. Press the emergency button and talk to the operator who will respond and organise help. Try to remain calm and not panic. The emergency lighting will work so that you can see.

If a stair lift is being used when a power cut happens, it is likely to complete its journey, as most stair-lifts have a battery back-up, however it may not work after this, until the power is restored. Stair lifts should not be used in an emergency situation.

• According to Electricity North West, pets that require heat, such as fish or reptiles, should manage a couple of hours without power. If the power cut lasts longer than that, you may need to unplug the filters and remove them from the tank to stop toxins from entering the water.
• For fish, a portable dissolved oxygen meter can be purchased to test the oxygen levels in the water. If oxygen is needed, take a small cup of the tank water and pour it back in or make a figure of eight in the water.

• Domestic boilers should automatically reset once the power returns, but if not, you will need to report a repair.
• We have plans in place to check any communal boilers that are known to need a manual reset.

• When power is restored, please check that the power to the devices has returned, especially those that were in use when the power was cut. Please check that electrical appliances that are not in use are switched off/unplugged, especially any air fryers and/or charging devices.
• Fire alarms should be unaffected as fire alarm panels are fitted with batteries which can run without mains power for at least 24 hours, subject to there being an activation on site. All batteries would re-charge when fire alarm power is restored.
• Other electrical devices and installations in any communal areas should also automatically reset or recharge following a power cut, however if you notice a problem, you will need to report a repair.
• We have plans in place to check any communal devices or installations that are known to need a manual reset.

All smoke detectors will continue to work during and after a power cut. Brand new smoke detectors will last up to six months without power. All hard wired smoke alarms are fitted with a battery back-up.

Batteries in smoke detectors are changed during routine servicing appointments, as required, however in the event of a battery becoming low, a warning bleep will sound. If you hear the warning sound, you will need to report a repair.

• Intruder alarm systems have battery back-ups which will last approximately 12 hours. Batteries in intruder alarm systems are changed during routine servicing appointments, as required, however in the event of a battery becoming low, a warning bleep will sound.
• If you hear the warning sound, you will need to report a repair.

• All emergency lighting is designed to operate for a minimum of three hours in the event of a power failure, and will recharge once the system is re-energised.
• It is likely that communal heating will not work during a power cut, however this should return once the power has been restored.
• We have plans in place to check any heating systems that are known to need a manual reset.

Depending on the cause, power cuts may affect the property or street. On rare occasions, a much larger area may be affected. It is good idea to only travel is you really need to, especially by car, as traffic lights will be not be working. A power cut may also affect fuel stations. Shops and supermarkets may also need to close. If you are using public transport, check before you travel.

• If there are electrical devices which control access to the scheme building, including a communal entry system operated with a fob, these will have a battery back-up and should cover a blackout period of up to 4hrs. Intercoms however are not likely to work during a power cut, unless they are linked to a warden-call system.
• Any powered electrical gates to schemes, etc. are unlikely to work as usual, but will be able to be operated manually in the event of an emergency. If you think you will need to operate the gate manually during any power cut, please contact your scheme coordinator who will provide you with the necessary information and/or instruction.
• If you notice a problem with any devices or installations after a power cut, you will need to report a repair.
• We have plans in place to check any communal devices or installations that are known to need a manual reset.

• In the event of a power-cut, we will re-schedule appointments for any planned works, repairs and/or inspections. Emergency repairs will continue, as long as it is safe to do so.
• You can report a repair here.

For out-of-hours emergency repairs, please call us on 0333 320 2675. You can report non-urgent out-of-hours repairs online or by email.

Find out what an emergency repair is here https://www.residewithprogress.org.uk/information-for-professionals/support-providers/report-a-repair/#https://www.residewithprogress

If you can smell gas or think there’s a gas leak, stay safe by following this advice:

Open your doors and windows so the gas can escape
Don't smoke or use matches or cigarette lighters
Don't turn light switches or anything electrical on or off, including mobile phones
If you can, turn off your gas supply at the meter and leave it switched off until you're sure it's safe to turn it back on again

Then you should go outside and call the National Gas Service Emergency Line on 0800 111 999 to report a suspected gas leak. They'll advise you from there.

Don't go back inside until they've given you the all clear.

Call us on 0333 320 2675 if you don't seem to have gas coming to your property, but you don't smell a gas leak.

If the property is being affected by flooding (check the flood risk and keep up-to-date with the latest situation here: https://flood-warning-information.service.gov.uk/) or there is an urgent water leak, then please contact us immediately on 03333 202675.

If water has escaped and caused damage, we call this ‘escape of water’ – and it’s important to know what to do if it happens.

What is escape of water?
Escape of water is the insurance term used to describe a water leak. It’s not the same as flooding which is often from extreme weather or another external event.
What are the five most common causes of escape of water?
• Household appliance leaks, for example washing machines
• Sinks and bath drains
• Frozen pipes
• Radiator or boiler leaks
• Rainwater gutters

How can I protect against escape of water damage?

Household appliance leaks
Where we are responsible for household appliances, we will ensure they are fitted by a competent person. Ensure household appliances are fitted by a competent person, e.g., a plumber as per the manufacturer’s instructions.
Check appliances for any blockages and make sure you clear out any filters regularly.

Sinks and bath drains
Look out for signs of mould or wear and tear in the tile grout, and make sure sealant is maintained and replaced when needed. If you are concerned about mould, please let us know.

Do not pour cooking fat or oil down the kitchen sink or drains; they will begin to run slowly and eventually block up – causing water to overflow.

Frozen pipes
When the outdoor temperature is below freezing (0° C), try to keep the heating on frost protection to prevent the water in the pipes from freezing.

Smart water detectors can help prevent a small leak becoming larger. It’s worth checking with the utility company if these could be provided (sometimes free of charge).

Radiator / boiler leaks
If you need to regularly top up a gas combination boiler, you may have a leak. Please report this contact us immediately on 0333 320 2675. Look out for small rusting patches, water on the pipes, or dampness on the floor.

Rainwater gutters
Ensure all external gutters and down pipes are clear of grass and leaves. Report any issues to ourselves.

Stop taps
Ensure you know where to find the stop tap. This is usually under the sink, but may also be under the stairs or in a downstairs toilet.
Every six months, make sure you turn the stop tap off and on to help prevent it from seizing.

There is often a small valve called a ballofix. This has a slot for a screwdriver, and by turning the slot a quarter turn, you can isolate the supply to the basin, sink, bath, and toilet cistern. This isolates to one appliance, allowing you to still get water to all other parts of your home. Contact us if you need help.

What do I do if there is an escape of water?
If there is an escape of water, such as a water leak, please take reasonable action to stop any further damage to the property. If action isn't taken it may affect an insurance claim.

We recommend you:
• Switch off the water supply using the stop tap
• Switch off the appliance causing the leak if possible, or avoid using it
• Move personal items from the affected area if possible
• Place a container to catch the leak if possible
• Soak up the leak with towels or mop if possible

Please call us immediately on 03333 202675 to report this as an emergency repair. The line is open 24 hours a day, 365 days a year. If needed, we’ll then send someone to help as soon as possible to stop the leak, or the damage caused.

Please move personal items from the affected area to avoid damage if possible. As a housing provider, we do not insure personal items and we strongly recommend suitable contents insurance is in place.

You can contact the local network operator online or call 105, the free power cut emergency number.

See our FAQs on planned power cuts for more information.