GAS EMERGENCY HELPLINE

0800 111 999

Your repair appointment

We’re available 24 hours a day, 7 days a week for our social housing residents. Your landlord will be able to advise how you can report a repair to us

As a social housing resident, what can you expect

One of our customer service advisers will be in touch, normally by telephone, to suggest an appointment time for our operative to carry out the repair for your home.

Our customer service advisers

Contacting PH Jones – 24/7/365 call handling

We are available 24-7

We are available 24/7 should you ever have an issue with your heating system. Depending on your landlord you will either contact them directly and they will ensure the job is sent straight through to us or you will be able to contact us directly via a freephone number and our fully trained customer service representatives will be able to help you with any issues you have.

Alternatively you can view our regional office telephone numbers here or contact us via webchat

Keeping you up to date

We will keep you up to date and communicate with you every step of the way. Your appointment will be confirmed with you on the day it is reported. On the day of your appointment your operative will call you to confirm they are on-route and you will also receive a text confirmation providing a link to allow you to track their location and expected arrival time.

Your operative will be aware of any special requirements or access instructions that you have provided. This is to ensure they have as much information as possible to prioritise and resolve your issue.

Keeping you up to date

What does this mean for you?

If we have an update of a delay from our operatives, information on our vehicle tracking system or any other activities, we will let you know right away. When they arrive in your home, they will have a van stock containing all regularly used parts for your repair. However, if they are unable to resolve your problem, there and then, because they need additional parts, our operatives will agree a new appointment with you before they leave your home.
If an appointment is cancelled, we will provide you with an apology and full explanation. We also keep you informed of the new appointment.
Please check out our videos with helpful tips for managing your central heating system

After your repair

You will be contacted either by phone or text to provide customer satisfaction feedback via an automated survey. This should take no longer than two minutes of your time, but your feedback is invaluable when it comes to driving improvements in our services.

Accreditations & Affiliates