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New gas contractor appointed

Who is the new contractor?

We’re delighted to have appointed Aaron Services to deliver our heating servicing, repairs and installations contract.

Who and where does the contract cover?

This contract will cover all our geographical regions and all property types except for leasehold of the elderly properties.

This procurement and contract award only covers our general needs stock and doesn’t include our leasehold for the elderly properties due to the short period of time that was available to get the contract up and running.

We’ve worked with Aaron Services to ensure the services required within the contract are provided to these customers on an emergency basis for a period of up to 12 months.

What are the repairs priorities?

Following the introduction of a new ‘Urgent’ category, the new contract will have the following three repair priorities:


Attended to within two hours and made safe within 24 hours.

This covers any fault that endangers the health and safety of customers and/or those living nearby.

This can include gas leaks, carbon monoxide and/or smoke detector activations, electrical fittings or installations coming in contact with water, defects that could cause a fire, burst pipes and tanks, water penetration or failure of heating and/or hot water systems where it’s the only source of heating/hot water in the property.


Completed within 72 hours.

This covers issues such as water leaks where damage isn’t apparent, overflowing cisterns or water-filled expansion tanks, failure of heating systems and/or hot water systems where it isn’t the only source of heating/hot water in the property and partial heating loss.


Completed within 14 calendar days at a convenient time for the customer.

This covers all work of a non-emergency or urgent nature, planned works and all other works.

When will appointments be scheduled?

Appointments will continue to be offered in either morning or afternoon (AM/PM) slots.

What does this mean for me?

While the contractor has changed, the way customers contact us about the service will remain the same. If customers have a query relating to heating, repairs or installations, they should continue to call 0300 123 1745 and select the appropriate option.

What if I need to contact out of hours?

Aaron Services will handle all calls from customers outside of our normal office hours (8.30am to 5pm).

How long is the contract?

The contract came into effect in September and will run for the next three years – plus a further two years if it’s successful.

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