Keeping your home safe during snowy conditions

We’ve compiled helpful information and advice about what to do if you have an issue with your home during these adverse weather conditions. And if your heating fails, our operatives will be able to supply you with temporary heaters to get you through the cold.

If we need to visit your home for an emergency repair, we’ll aim to attend as soon as we are able to do so safely. Snowy and icy conditions may disrupt some of our services, but we’ll keep you updated if this is the case.

If you have a non-urgent repair booked in with us during this time, please be aware that appointments may be cancelled to ensure the safety of our operatives. If this is necessary, you will be contacted by a member of our team to reschedule.

Repairs and damage advice

Frozen pipes

It’s not uncommon in cold weather for water pipes to become frozen. If your water pipe freezes, turn off the water at the mains stopcock. If you are unsure where your stopcock is located, check with a neighbour as it’s likely to be in the same place as theirs, or a member of our team will be able to help.

To help ease the problem you can also open all taps to sinks and baths, ensuring the plugs are removed, and call our customer team on 0300 323 0011.

Burst pipe

Burst water pipes can lead to significant water damage occurring in your home, so it’s vital to stop the flow of water as soon as possible. Turn off the stopcock immediately and get in touch with our customer service team by calling 0300 323 0011.

Whilst you wait for an operative to attend your property, there are a few things you can do to help:

Try your best to contain the water leak
Switch off the electricity at the mains
Switch off any hot water heaters
Switch off the central heating system
If you have a solid fuel fire or system, let the fire die down
Do not attempt to drain the boiler unless the flame has gone out

Loss of water

Power cut

Roof repairs

Keeping yourself safe

During the cold and icy weather, be sure to keep yourself as safe as possible. Only go outside if necessary and take care when walking and driving in icy conditions. We do not provide gritting to pathways or roads, so please take care when entering and exiting your property and development.

Contacting us about an emergency repair

If you have an emergency query or repair, please call us on 0300 323 0011. You can speak to a member of our staff Monday to Friday 8am – 5pm. Outside of those hours, your call will be answered by our out of hours team who will organise an emergency visit to your property.

Emergency repairs include:

Loss of electricity that is not related to a power cut
Loss of water that is not related to your water supplier
Major flooding or gas leak
Loss of heating between 1 October and 31 March
External doors or windows not closing or locking
Electrical repairs where there is a danger of fire or injury
Dangerous structures or structural issues that could collapse or cause damage to the building

How to contact us about a non-urgent repair

The quickest and easiest way to contact us with a non-urgent query, at any time of day, is to use MyMoat. You can raise a repair, report issues with your estate and chat with us via the webchat facility during opening hours. Alternatively, you can email us at [email protected].

Useful links

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Keeping your home safe during snowy conditions