Our winter response plans are in place and preparations are well underway to reduce any impact extreme weather may have on our communities.

We will do as much as we can to continue to deliver our services in severe weather but there are simple steps you can take to reduce the impact it can have. These are outlined in the sections below.

We want people to continue their lives with as little disruption as possible. Preparation is crucial when it comes to facing extreme weather.

During times of extreme weather our resources can become stretched. We ask you to appreciate that whilst we always strive to deliver our normal services, there may be times when these are disrupted. There can be a delay as we prioritise those who need our help most.

Contact Centre

During adverse weather the number of calls to us increases significantly. We will continue to do our very best to answer all of your calls but we ask the public to please bear with us during these times as our helplines can become very busy very quickly, particularly outwith normal working hours. When you call us we will record your enquiry and pass it on to the appropriate service to respond and take action. If your call relates to an emergency, please call us on one of our 24/7 Helplines below:

Helpline Telephone Number
Our Emergency Helpline
Gas Maintenance Helpline

If your call is not an emergency you can email us and we will aim to respond to you by 5pm the next working day.

Or, you can call one of our helplines during normal working hours below:

Helpline Availability Telephone Number
General enquiries Monday to Friday
9:00am - 5:00pm
Payment line Monday to Friday
8:00am - 9:00pm


It's a good idea to think about any family members or neighbours who may need a helping hand if severe weather strikes. Try to have phone numbers handy of anyone you think might appreciate your help and remember to check in on any older neighbours or those who live on their own.

You could also offer to help with grocery shopping or other essential tasks and clear ice or snow from pathways to make getting out easier for vulnerable people. When you are clearing snow try not to clear it on to pavements or the road where it could be a risk to other people.

Make sure you deal with any risks snow and ice on your home could cause. Remove any icicles if you can. If you have a lot of snow on your roof a slight rise in temperature could cause it to slide off rapidly. Cordon off any areas that may be affected if you can.

Leave your car somewhere that doesn't block pavements or roads so pedestrians and gritters can get through and don't leave bins out on the pavement where they obstruct the footpath.

Snow Clearance

The national 'Ready for Winter' campaign wants to encourage individuals to help themselves and others in their community. There is no law preventing you from clearing snow and ice on the pavement outside your own or any other property. If you decide to clear snow or ice on public footways in front of your property, our advice is:

  • Do not use hot water. This will melt the snow but could replace it with black ice, increasing the risk of injury
  • Wear visible clothing and sturdy footwear
  • If shovelling snow, take care not to block other footways or road drainage gullies
  • Spread some salt on the area you have cleared to prevent any ice forming. Remember that a little salt goes a long way
  • If rain washes the salt away, consider spreading some more before re-freezing takes place
  • Salt can be purchased from local shops in addition to that provided in Grit Bins. Table salt works just as well

Slippery floors also pose a serious threat as people enter houses and buildings with snow on their boots. This can melt onto the floor, leading to slippery surfaces. Where possible you should put down additional matting/carpeting or, in the absence of that, some cardboard would do. Please ensure that whatever you do put down is not a tripping hazard.