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Reporting out-of-hours emergency repairs and serious housing management issues

image of and SHP repair van

As part of our ongoing programme of improving the repairs service we are changing our arrangements for dealing with out-of-hours emergencies from Monday 1 November 2021. These changes should deliver quicker responses and a better service to residents. 

New emergency out-of-hours service

From Monday 1 November 2021, if you have an emergency after 5pm on weekdays or at weekends, please call the Sutton Housing Partnership office on 020 8915 2000 and you will automatically be diverted to our new emergency service. This service will deal with all types of emergencies that happen out-of-hours, including any serious housing management issues.

Deciding if the repair is an emergency

This service is only for out-of-hours emergencies and routine repairs should be reported as normal during office hours.  The out-of-hours service will only deal with:

  • repairs which are necessary to avoid danger
  • repairs which risk the health of occupants and,
  • repairs which could cause serious damage to the property.

Our team in the call centre will let you know if the matter is an emergency and if this is not the case will ask you to report the repair the following working day. If you require further clarity on what constitutes an emergency repair out of hours then please contact the local office.

What is considered an emergency

Emergency repairs would include lift breakdowns and trappings, but would not include lock changes, blocked sinks or blocked toilets if there are two toilets in a property. 

Loss of heating and hot water can in most cases be dealt with the following day. If we send an operative to an emergency and we later discover the repair does not constitute an emergency then you will be charged for the call-out. 

How we will deal with the emergency

When dealing with an emergency we will only make safe the danger and arrange for any follow-up work at the next available day appointment.


This is the next stage in a series of improvements we are introducing to improve our repairs service. If you have any thoughts or comments more generally on our repairs service email roger.o'


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