Call us on: 0800 085 1171 

Email us at:


If you smell gas, contact the National Grid Emergency Service on 0800 111 999 and follow their guidance.

The following would be classed as emergency repair items:

  •  Total loss of electric power (not a general failure, speak to neighbours and check with your utility company)
  • Total loss of water supply (not a general failure, speak to neighbours and check with your utility company)
  • No heating and hot water (between 1st October – 31st March, ensure there is credit on meters if applicable)
  • Doors or ground floor windows that aren’t secure
  • A leak that cannot be contained or causes a risk of electric shock
  • Toilet not flushing (when there is no other toilet, use a bucket of water to flush if possible)
  • Partial loss of power, but only when it is a danger to health and safety (affecting essential equipment such as a stair lift or a nebuliser)
  • Locked out or lost keys (may be chargeable)
  • Smoke and/or carbon monoxide alarms (continuous noise)
  • Fire, flood or explosion damage
  • Emergency call system inoperative
  • Lift failure

Any requests for an emergency repair that is not a genuine emergency, or as a result of accidental or deliberate damage may be chargeable.  If safe to do so, you must remain in the property to provide access for the Contractor.

Our Customer Service Offices

Castles and Coasts has customer service offices located in the North East and North West of England as our main points of contact for residents.

Newcastle Office

154 New Bridge Street
Newcastle upon Tyne 
NE1 2TE 
T: 0800 085 1171
8.45 am to 5.00 pm

Carlisle Office

3 Castle Street, Carlisle 
Cumbria, CA3 8SY
T: 0800 085 1171

8.45 am to 5.00 pm

Whitehaven Office

Catherine Mill, Catherine Street
Whitehaven CA28 7QT 
T: 0800 085 1171

9.00 am to 1.00pm

Workington Office

Stoneleigh,  Park End Road
Workington, Cumbria,
CA14 4DN
T: 0800 085 1171

8:45 am to 5.00 pm

Get in Touch

Emergency Contact

Please report any emergency repairs by phone and not by email!

Castles & Coasts Housing Association provides an emergency call out service which deals with emergency repairs outside normal working hours.

Emergency Call Contact Details use our 0800 085 1171 (free from landlines) and select the option for out of hours (option 1).  This will redirect you to our emergency out of hours service

Alternative numbers are also available using the direct out of hours number 0151 343 2978 

Emergency and Out Of Hours Repairs must not be put through our online Repairs Reporting Service.

Please contact Customer Services on:

0800 085 1171 (free from landlines and mobiles)

Alternatively you may contact the Customer Services team:

By email -

For assistance on any of the following:

First time reporting of day to day repairs (including repairs to hot water and heating systems) or defects to properties under 12 months old. Note if you are a leaseholder then this only applies for first time reporting of general maintenance repairs covered under your service charge.

Registered Office

Castles & Coasts Housing Association Ltd

3 Paternoster Row
T: 01228 541161
F: 01228 549880