News & Info

How we will operate during Christmas and lockdown

Following the unexpected announcement over the weekend by the First Minister that we are entering a national lockdown a whole week earlier than anticipated, we are keen to update you on the impact that will have on our services.


After careful consideration we have decided to move to offering an emergency only service. We will keep this under close review and in line with the three-week review periods set by the Welsh Government and will review on the 8th January.


For now we will be stopping all routine repairs and we will keep all other services under review and will adapt in line with Government guidance.


A full list of what qualifies as an emergency repair is available on our service update page.


If you had an appointment booked between now and the 8th January this will not be going ahead, however, you will be receiving a phone call to cancel this appointment.


You can still contact us to log a repair but we will only be making appointments for emergencies during this period. If you have an emergency repair booked and live with someone who has symptoms or tested positive for Covid, please contact us on 0300 123 2100 between the hours of 09:00 and 17:00 and we can assess the urgency of the appointment.


We are here from 9-5 until Xmas eve then reopen 4th jan at 9am. If you have an emergency during this time please call 0845 600 4075 and you will reach our out of hours service.


Please be aware, however, that as a result of the announcement we are currently experiencing a higher than normal volume of calls to our customer service contact centre, and it may take longer than usual to get through. We are dealing with your enquiries as quickly as possible, please bear with us during this time.


You may wish to email us with any non-urgent queries. You can email us at


Keeping our customers happy and safe is our main priority and I would like to thank you in advance for your patience and understanding as we seek further clarity.


We would like to thank you in advance for your understanding. Following Welsh Government guidance and playing our part in helping slow the rate of infection is our priority and, most importantly, ensuring that we keep you and your homes happy and safe over the Christmas period. As cases rise, we are putting out an appeal to our communities to do all you can to stop the spread of the virus and #KeepWalesSafe.


We will of course keep you updated on any adjustment to our services.


In the meantime, please know we are here if you need us, have a merry Christmas and a happy new year and keep safe.


Joanne Oak - Chief Executive