Dealing with your repair request

• Arranging the repair

Things you need to know:

• We may need to inspect the problem before we can place an order for a repair
• If it is an emergency, you must stay in your home until a repair worker arrives
• If you exaggerate the urgency of the problem to get a quicker response, we may charge you
• Outside of office hours we will only respond to emergency problems
• You must arrange the repair of any damage that you cause, that is repairs that are not a result of fair wear and tear and repairs you are responsible for

What are the TMO's repair response times?

When you report a repair, we will categorise the work as follows:

• Emergency - to attend within 4 hours and complete within 24 hours
• Urgent - between 3 and 7 working days
• Routine - within 28 working days.

For emergency repairs, we will call at your home within the above response time but for all other repairs we will agree a specific morning or afternoon when the work will be done or a contractor will contact you to arrange a date.

If a repair worker does not arrive within the response time or keep to a specific morning or afternoon agreed with you, please contact us and we will investigate the matter.

Appointment times

Appointments are Monday to Friday excluding weekends and Bank Holidays, when we provide an emergency out of hours service. Please enquire about Saturday morning appointments. Generally, appointment times are given as a morning appointment or an afternoon appointment.

Morning appointment – 8am until 1pm.

Afternoon appointment – 12pm until 5pm.

Other useful contact numbers

• Domestic customers wishing to know their current gas supplier- Gas Consumer M number helpline-0870 608 1524
• Commercial customers wishing to know their current gas supplier- xoserve 0845 601 3049
• To report gas a escape or a gas safety issues- National Gas Service Emergency Line, 0800 111 999