Guidance and Support (F&Qs)

A household emergency is a situation in your home that poses an immediate risk to safety, health or property and requires urgent action. These emergencies are typically unexpected and cannot wait for normal working hours.
Cover is for emergency break down or defect issues only. If you or anyone else cause accidental damage to your property this will not be covered.
Our contractors will aim to be with you within 2-4 hours.
If a leak cannot be isolated or contained then we will send a contractor to attend.
If you have a blocked toilet and the blockage is not affecting any other facilities, then we will ask you not to use that toilet and to contact the developers Customer Care team to log it as a maintenance issue. However if it is the only toilet in the property or is affecting other facilities we will send a contractor to resolve the issue.
If only one radiator was not working, it is not classed as an emergency. We would ask you to contact the developers customer care team in normal working hours, so it can be logged as a maintenance issue.
Lost keys by the homeowner will not be covered.