Care and Repair

Why we’re providing this service  

We’ll always make the situation safe when we’re called to a gas emergency. If the issue is with a faulty appliance or internal pipework, this means we must isolate the appliance or supply until it’s repaired or replaced by a Gas Safe registered engineer. 

Many vulnerable households cannot meet this unexpected cost or find it challenging to arrange a repair.  

Our Care and Repair scheme is specifically targeted at supporting vulnerable homeowners, who don't have access to support from landlords, local authorities or funding schemes. We recognise these households often struggle to stay safe and warm at home, with nowhere to turn for help. 

We support eligible households who cannot afford to repair or replace their faulty appliance by identifying funding schemes to cover the costs. If there’s no scheme available, our emergency funding ensures vulnerable households aren’t left without gas indefinitely.  

As well as this, if we need to isolate the gas supply to a vulnerable household due to a suspected or confirmed carbon monoxide (CO) leak from an appliance, for eligible households, we’ll arrange a CO safety check in line with CMDDA1 and the associated procedures. If these tests identify CO from a faulty appliance, we’ll arrange for Gas Safe registered engineers to repair or replace it to reduce the amount of time the household is without their gas supply. Often, the engineers can do this at the same time as their initial CO safety check, without the need for a second visit.  

It’s not just in an emergency that we’re able to support households through our Care and Repair scheme. If we identify eligible a vulnerable household that needs help arranging proactive boiler or appliance servicing, we help do that too. By ensuring appliances are safe and working well, it means households who are most at risk, don’t find themselves without heating and hot water when it matters most. 

What we’re achieving

• Connecting vulnerable households to Gas Safe registered engineers for appliance or pipework repairs 
• Identifying funding schemes to help vulnerable households with repair or replacement costs  
• Funding boiler repairs and appliance servicing for households in financial hardship 
• Supporting vulnerable households by arranging proactive appliance servicing