Domestic heating and hot water
- Normal working hours
- 24-hour emergency support
- Increased workforce
- Priority for vulnerable residents
- Job status and to report repairs
- Repairs types and response times
Communal heating and hot water
- Service availability and hours
- 24-hour emergency support
- Building Management System (BMS)
- Increased workforce
- Priority for vulnerable residents
- Job status and to report repairs
- Service Levels for energy center and risk to life/property
- Service levels for individual properties
Domestic heating and hot water
This winter plan applies to residents that have:
- Individual gas or electric boilers
- Storage heaters
Normal working hours
Engineers are available daily from 08:00 to 20:00 Monday to Saturday and 09:00 to 12:00 on Sunday to provide reliable heating and hot water services.
24-hour emergency support
The heating and hot water contractors have contact centres that are staffed 24 hours a day. The contact centre staff will initially offer support over the phone, and if an engineer is required they will schedule an appointment based on the priority of the repair.
Increased workforce
Contractors have expanded their workforce of engineers available to respond to repairs during periods of high demand in the winter months.
Priority for vulnerable residents
Repairs required where household members have a vulnerability are prioritised.
Job status and to report repairs
All repairs can be raised and tracked using My Account or directly with your heat contractor.
Repairs types and response times
| Priority | Attend within | Complete or mitigate within |
| Emergency | 4 hours | 24 hours |
| Urgent | 24 hours | 72 hours |
| Routine | 5 working days | 10 working days |
Routine repairs
Routine repairs address non-urgent issues that do not threaten life or property, ensuring proper maintenance and comfort.
A containable leak or individual lukewarm radiator would be categorized as a routine repair.
Urgent repairs
Urgent repairs affect comfort but do not pose immediate safety risks. During the winter period the total loss of heating and/or hot water is considered an urgent repair for all residents.
Where the heating cannot be restored during the first visit the engineer will provide one temporary heater for every bedroom in the home and one for the main living area.
Emergency repairs
Emergency repairs address failures that pose a risk to life or property. For example, an uncontrollable leak would be categorized as an emergency repair. The total loss of heating and/or hot water where a household member has a vulnerability (for example based on age or health) would be categorized as an emergency.
Where the heating cannot be restored during the first visit the engineer will provide one temporary heater for every bedroom in the home and one for the main living area.
Communal heating and hot water
This winter plan applies to residents who are connected to a communal heating system or district heating network.
Service availability and hours
Engineers operate extended hours, providing coverage 24/7, 365 days a year.
24-hour emergency support
Contractor call centres offer round-the-clock troubleshooting and urgent scheduling for emergency situations.
Building management system (BMS)
Remote BMS technology delivers real-time data and alerts, enabling contractors to respond quickly to issues within the energy centre.
Increased workforce
Additional engineers, stocked critical spares, and temporary heaters ensure rapid response during peak winter demand.
Priority for vulnerable customers
Same-day repairs and welfare checks are prioritized to maintain comfort and safety for vulnerable residents.
Job status and to report repairs
All repairs can be raised and tracked using My Account or directly with your heat contractor:
Vital Energi
Phone – 020 4506 4411
Email - london.reactive@vitalenergi.co.uk
Orka
Phone - 020 8261 7321
Email - reactive@orkabs.com
BSW Commercial
Phone - 020 8763 5300
Email - enquiries@bsw-heating.com
Service Levels for energy center and risk to life/property
These relate to when the entire network is down, or there is a major leak in one of the riser cupboards for example.
Emergency Repairs
Energy centre failure, full loss of heat and hot water, or emergency repairs and risks to life or property. Attendance within 4 hours.
Urgent Repairs
Urgent repairs cause significant discomfort, or heating and hot water supply is partially/intermittently interrupted. Attendance within 3 days.
Routine Repairs
Routine repairs cover non-critical issues (heat and or hot water not disrupted). Attendance within 7 days.
Service levels for individual properties
Emergency Repairs
Complete loss of heating and/or hot water, or intermittent supply affecting both.
Response Time: Within 8 hours.
Urgent Repairs
Heating supply is partially or intermittently affected.
Response Time: Within 3 days.
Routine Repairs
Hot water supply is partially or intermittently affected (no full outage).
Response Time: Within 3 days.
Heating and hot water supply not interrupted (non-critical issues).
Response Time: Within 7 days.
For vulnerable customers, contractors will attend within 8 hours of the call being logged, even if this is outside normal working hours.
For non-vulnerable customers, attendance will be next working day within 8 hours. Example: If reported on a Friday, attendance will be on Monday.