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We are currently dealing with an unprecedented increase in customer callouts and enquiries due to the blizzards, heavy snow and freezing temperatures being felt not just across our operating area but right across the UK and Europe.

We have engineers out in 4x4 trucks to try and reach emergency situations but with certain villages in Gloucestershire completely snowed in and roads closed across our patch this is an extremely challenging time and as a result we are operating on an emergency-only basis.

We are asking customers and communities to rally together and look out for each other while conditions remain this treacherous, paying particular attention to the elderly or vulnerable who could really benefit from a knock on the door to check they are keeping warm and have essential items in place. Need some tips on staying warm? Please see the bottom of this page.

Are you having issues with your boiler?

The majority of our increased calls – we’re receiving eight times our usual number – have been down to the condensate pipe on your boiler freezing over. This is a small white plastic pipe which runs from the bottom of your boiler to an outside gully/drain/soil stack.

If you suspect this may be the problem, please place a hot water bottle over the pipe or pour hot (but not boiling) water over the pipe using something like a watering can to thaw out the blockage.

Check out this handy British Gas video for further information:

What do we need you to know?

  • Emergency-only service
    We are only able to respond to emergency calls at this present time. An emergency* is where there is a danger to life or property. If you have a genuine emergency, please call us on 0330 1234 034. This line is answered 24 hours-a-day, though with the current high call volumes (we have experienced an 800% increase in the past 24 hours) it may take some time to get through so your patience is very much appreciated

  • For non-emergencies
    We advise that any customers wishing to report a repair do so through the online portal on our website in the usual way which can be found here. But please be aware that we are having to prioritise cases due to the increase in demand caused by the extreme weather. If you're experiencing issues with your hot water or boiler there are a few things you can check yourself, which may save you waiting for an engineer to call. Find out more here: ‘How to’ with Bromford repairs

  • Scheduled appointments
    We are having to prioritise emergency repairs today and into the coming days. If one of our engineers is due to visit you during this time, it may be unlikely that we are able to attend. If we aren’t able to make it, we’ll be in touch with you to arrange another suitable appointment and we apologise for any inconvenience caused

  • Any other queries
    We are asking customers to visit our website where possible (especially where the query is non-weather related) as we have a wealth of useful information that should be able to answer your question or query, including how to pay your rent, report a repair or help finding money or employment advice. Please visit our website for further details

We would like to take this opportunity to apologise for any inconvenience caused during this sustained period of extreme weather conditions. Everyone at Bromford is working flat out to provide a service to everyone who needs assistance and hope to have our normal service back up and running as soon as possible. We thank you for your patience and for bearing with us!

*An emergency includes the loss of heating or hot water

Last updated: 18:11 on 02/03/2018

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