Not all local authorities work like that, sadly. Ours has a policy that heating water on your cooker is acceptable. If it is necessary they will supply temporary heating (1 halogen heater!) Only if there is a vulnerable person (baby/infant, elderly or disabled) will they class it as an emergency, otherwise it's a 7 day repair.
Since most owners would boil water on the cooker rather than pay out of hours premiums to a plumber then I don't see why council tenants should get a better service!
But they should be taught how to use their system and perhaps to have a telephone advice line out of hours!
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