Emergency housing repairs

We have an emergency repair service to deal with urgent repairs outside normal working hours. If you need an emergency repair, call us on 0116 254 9439.

Further information

Emergency repairs include:

  • Dangerous electrical faults
  • Fire damage
  • Heating failures involving elderly or sick people
  • Major plumbing faults resulting in large loss of water.

We don't deal with jobs which can safely be left until normal working hours. We will usually 'make safe' or carry out temporary repairs.

Permanent repairs are left for normal working hours, so please do not expect the job to be done fully during emergency hours.

Boilers in extreme weather conditions

In the case of extreme cold weather conditions, your boiler condensate pipes could freeze, which can prevent the boiler from functioning properly.

A condensate drainage pipe is a plastic (typically white or grey in colour) and is located at the bottom of your boiler and runs through to the wall outside. 

Worcester Group have a guidance video on YouTube, explaining how to try unfreeze the condensate pipe should it become frozen. Any attempts to follow the instructions on the guidance video should be carried out with care and caution and strictly at your own risk. Please ring us on 0116 254 9439 for emergency repairs.

How do I know if the condensate pipe is frozen?

Your boiler may start to make some unusual noises and sounds, which normally you wouldn't hear. Your boiler could shut-down due to freezing and blockage of the condensate drainage pipe. This is usually indicated by a fault code on the boiler’s digital display, although this may not specifically indicate freezing as the fault. Indication may also be given by some other alarm, such as a flashing light, or by a symptom such as “gurgling” noises coming from the boiler.

If the boiler is making these noises, please watch the video linked to above and follow the steps to try clear the blockage in the condensate pipe if you are comfortable to do so.

How do I clear the blockage in the condensate pipe?

It’s recommended that you call our qualified gas engineer to come look at the condensate pipe, especially if you’re unsure of what to do or how to locate the frozen section of the pipe. Please be cautious at all times when attempting to identify and thaw the condensate pipe. 

If you feel confident enough to attempt the task, then there are two ways of thawing the pipe yourself. Please do not attempt to thaw a condensate drain pipe if you cannot easily reach it from the ground level. Be aware that any water used can quickly freeze if it falls onto a pathway, causing a possible slip hazard. 

The first method to thaw the pipe is to apply hot water from a suitable container (but not boiling hot water) like a watering can, to the outside of the pipe itself. 

The second method is to use either a hot water bottle or a heat wrap (ones that are applied to aid muscle discomfort and can be purchased from your local pharmacy). Place it around the pipe at the section where the water has frozen. 

Resetting/re-start the boiler

Once the blockage has been thawed and cleared, refer to the boiler operating instructions or check the manufacturer’s website for guidance on any action needed to reset the fault code/alarm and restart the boiler. In most cases, once the condensate drain pipe is cleared and a reset has been carried out, the boiler will re-ignite using an automatic operating sequence. 

If the reset/restart does not work, please call our Central Repairs Service on 0116 454 1007 (Mon - Fri 8am - 6pm).