Straight answers to common questions.

Frequently asked questions

• What types of emergencies do you handle?

  A wide range of property emergencies — plumbing issues such as burst pipes and leaks, electrical faults, heating failures, lock-outs, glazing, drainage and more. If you smell gas, leave the property and call the National Gas Emergency line on 0800 111 999 first.

• How quickly can someone attend?

  It depends on the nature of the issue and your service level. Our call handlers are available 24/7 to triage and, where a visit is needed, dispatch a local contractor from our nationwide network as quickly as possible.

• How do I report an issue?

  Call our 24/7 hotline on 0247 5222 999, or log it through the Client Portal. Both are monitored around the clock.

• How do I access the Client Portal?

  Clients can sign in to the Client Portal at necos.app — also linked from our site header — at any time to report issues and follow progress. Contact support@necos.fm if you need an account.

• Do you cover all areas of the UK?

  Yes. We provide nationwide coverage through a trusted network of local contractors, wherever your property is located.

• Are your contractors vetted and qualified?

  Yes. Every contractor in our network is vetted and must meet strict requirements, including relevant certifications, insurance and a proven track record for quality and reliability.

• What if an emergency happens outside business hours?

  Our emergency service runs 24/7, including weekends and bank holidays. Call the hotline at any time.

• What does the call-out fee include?

  The call-out fee typically covers the contractor's visit and an initial assessment. Any further repairs or services are quoted separately.

• Can I decline your contractor's work after their assessment?

  You're under no obligation to proceed with repairs after an assessment. The initial call-out fee is non-refundable, as it covers the contractor's time and travel.

• How can I track the status of my issue?

  Once reported, you can follow progress through the Client Portal and will receive updates as it's resolved. When the job is complete, we send a report covering the work carried out, associated costs and any maintenance recommendations.

• Do you offer any service guarantees?

  We hold every repair to a high standard. If you're not satisfied with the quality of work, contact us straight away and we'll follow up.

• What happens if the issue recurs after a repair?

  Warranties apply to most repairs. If a problem persists, we'll send a contractor back to reassess and resolve it at no additional cost — subject to warranty conditions and excluding tenant damage or misuse.