In an emergency during the evening, on weekends and Bank Holidays telephone 0800 585 360. Our Out of Hours service is for emergencies only - these are repairs that cannot wait until the next working day. A member of the MD Group Out of Hours Team will respond within four hours. Please make sure that someone is at home when they call.
"Thank you so much for your swift response - homesinsedgemoor are wonderful!!!" (Water heater not working - Woolavington, February 2017)
If you smell gas in your home or think there is a leak in a pipe outside the property, telephone the National Gas Emergency number on 0800 111 999 and then call us.
Our Customer Services team will answer your call on 0800 585 360 during our normal working hours, which are Monday to Friday, 9am to 5pm.
They will ask for:
Your name and address
Your contact number - telephone and/or mobile
Details about the repair
Please give as much information as possible about the problem. This will help us to send the correct tradesperson and to complete the work as quickly as possible - with the minimum of disruption to you.
"Everyone was so kind when I called in." (Regarding no heating or hot water, Francis Bastin House)
Your Customer Service advisor uses our Repair Finder system to diagnose the problem and to allocate its priority. It will either be an Emergency or Routine repair.
Emergency - all works completed within 24 hours. An Emergency repair is where there is a risk to life or of very serious damage to your home - for example, a burst water pipe.
Routine - all works completed within 20 working days. A routine repair isn't an emergency - for example, a dripping tap.
"Had a problem with my heating tonight, I called and explained I have a health condition and they were here within the hour to sort it. Well done." (October 2016)
Your repair will be fixed by MD Group, who carry out maintenance on our behalf. Your Customer Services Advisor will arrange with you a date for your appointment and whether it will be in the morning or afternoon. Our appointment times are 8am until 1pm, Monday to Friday, 1pm until 4.30 Monday to Thursday and 1pm to 4pm on a Friday. We will text details of your appointment to your mobile phone.
"Done as an emergency and fixed in two hours of booking the repair." (Regarding kitchen taps not working, Worthy Crescent)
Please make sure that someone is at home when MD Group call for your appointment. Don't forget to check the tradesperson's I.D. card before letting them inside. If you have doubts or concerns about the identity of anyone calling on our behalf, please call us to check their I.D.
MD Group will not be able to carry out the repair if there are unsupervised children in the property. If you have a dog, please put it in another room away from where the tradesperson will be working.
Should you be unable to keep the appointment please let us know as soon as possible.