Emergency cover with Durkan
For the first two years after you move in, your home is covered by a Durkan Homes warranty, which includes access to a 24-hour emergency service.
This service is here for you outside normal office hours, including weekends and bank holidays, and is available for two years from completion. It’s designed to help in the rare event of a genuine emergency – something that could cause harm to people or damage to your home. (Check out the criteria for what’s covered below)
For anything that isn’t urgent, our Customer Care team will be happy to help during office hours. Using the right channel means we can make sure you always get the support you need, while keeping the emergency line free for those who need it most.
The out of hours number should be used for all emergency defects that fall under the eligible criteria, between the hours of 5.00pm – 8.30am Monday to Friday, Saturdays, Sundays and Bank Holidays.
Things to note:
- Only defects that fall into the criteria below will be attended to out of hours
- Any non–emergency call outs will be charged back to the homeowner.
- Durkan’s warranty covers defects only. Unfortunately, at this present time we are unable to offer a maintenance service.
Our customer care operatives are smartly dressed in a badged Durkan uniform and all personnel carry an identification card.
Out of hours emergencies: please contact out of hours on
0800 917 5987
Criteria for emergency cover:
Failure of the heating system will be covered unless the breakdown is due to incorrect programming or loss of pressure etc.
In cases where you suspect a gas leak, call National Grid immediately on 0800 111 999.
They will send an engineer to check and make safe where needed. If this results in a lack of heating, contact IDCC as this will be attended as an emergency however, loss of gas cooking or gas fires where alternative heating is available is not deemed an emergency.
Unfortunately, lack of hot water is not an emergency.
Only total loss of power would be considered an emergency and in the first instance you should check the loss with your local electricity supplier.
First check with your water supplier that there are no faults or works in the area. Our out of hours team will attend on confirmation there is not a supply issue. Partial loss is not classed as an emergency.
Leaks are only considered an emergency if it could cause risk to life. If this is the case, please isolate the leak until the out of hours team attend, by turning off the water at the stopcock or gate valve. Minor leaks can be isolated locally by using the isolation valves on the supply pipes.
The out of hours team will attend on an emergency basis if the leak is causing major damage, or if penetrating an electrical fitting and causing risk to the homeowner or the public. IDCC will attend to make the area safe only and will discourage sending contractors onto roofs in wet, windy or dark conditions.
In the event of excessive amounts of water causing damage, the out of hours team will attend to make safe only.
If the only toilet in the property is blocked and cannot be cleared by pouring a bucket of water into the bowl then the out of hours team will attend to unblock the system. Bath, sink, shower, or basin blockages will not be deemed as an emergency unless there is no alternative source for hygiene washing purposes.
Residents will be re-charged for attendance to any unnecessary blockages e.g. Flushing of nappies,
disposal of food etc. Clearing blocked waste outlets, traps and pipes to the kitchen sink, bath, wash basins etc, is the resident’s responsibility and any blockages resulting from negligent actions will be chargeable.
In the event any window or door breaks due to a defect with the product the out of hours team will attend to make the area safe.
Should the property be at risk due to a faulty key lock or window/door defect, they will attend to fix the fault. Please note losing a key or locking oneself out is not an emergency for the out of hours team.
If a manhole cover is dangerous, the out of ours team will attend and make safe.