Emergencies
In the event of an emergency arising within your home out of normal 'office hours' including weekends and Bank Holidays, for 2 years from completion we have provided you with a dedicated number to call at NPS Home Assistance.
This service is available to respond to you in the event of true emergency, broadly defined as a fault arising in the property, which is likely to cause harm to persons or property.
NPS Home Assistance Tel: 0845 607 0603
Please do not refer routine enquiries or non-urgent items to the Emergency Service. The operators will be unable to deal with them, and such calls may reduce the attention available to be given to true emergencies.
The following guidelines will help you in defining and dealing with emergency situations:
- Damage caused by extreme weather
Please telephone your insurance company's emergency service for advice. - Central Heating and Hot Water
Any failure of the central heating system (including the programmer) between the months of October and April inclusive is defined as an emergency.
No hot water at any time of year is defined as an emergency. (Before calling please check that the failure is not caused by local Electricity or Gas Supply problems or by incorrect settings of your programmer or thermostats i.e. that both central heating and immersion heating are not working).
- Water Leaks
An emergency water leak is a leak that cannot be contained or a leak that is causing damage or if a leak is penetrating into an electrical fitting. - Water Supply
Loss of water supply is defined as an emergency. (Please check with your Water Authority first that there is no general local interruption to supply). - Gas Leaks
If there is a gas leak please contact your Gas Supplier immediately. - Total Loss of Gas
Please check with your Gas Supply company prior to making an emergency call to ensure that they have not turned off the mains for repair work to be carried out in the area. - Roof
Loss of roof and/or ridge tiles causing damage to the property, or allowing water to penetrate electrical circuitry is defined as an emergency. Storm damaged roofs not causing further damage should be referred to your household insurance. - Blocked Drains
A blocked foul water drain causing flooding or overflowing internally or externally is defined as an emergency. - Toilet not Flushing or Blocked
This is defined as an emergency when there is only one toilet in the house. - Dangerous walls and fences
Faulty walls and fences are defined as non-urgent unless they are considered a danger to persons or property. If the fault is due to storm damage, you may need to refer to your household insurance. - Security
A faulty lock to a window or door, affecting loss of security, is defined as an emergency.
