Frequently Asked Questions

Please use this resource to troubleshoot and fix your clock. In most cases, a clock can be fixed at home, by you, without ever having to be returned to Newgate saving you time and money.

My clock has stopped

This is the most common fault you will have with your clock. Usually you can tell it is a battery issue if the minute or second hand has stopped around quarter to the hour (pointing towards the 9). This is where the hands are at their heaviest and require the most power.

9 times out of 10 a clock that has stopped or is losing time is just the battery!
If you buy and use a full strength, powerful, new alkaline battery in your clock, it should operate perfectly.
If you grab a battery from “the back of the kitchen drawer” please consider whether the battery has enough power to drive a larger clock properly. If a clock is losing time or stopping this is nearly always an issue with the battery.
Fact – Quartz movements are simple and very reliable.
Fact – Nearly all slow or stopped clocks are caused by underperforming batteries. 
Fact – Batteries in alarm clocks and small wall clocks will last much longer because they use a lot less power. But weak batteries can still cause issues.
Fact – Batteries in larger clocks use up batteries more quickly as the larger hands require more power because the hands are heavier to turn.
Fact – Batteries in larger clocks need to be full strength.
Fact – A weak battery may operate a small alarm clock/TV remote control/radio/torch, but may cause a large wall clock to stop or lose time.
Fact – We carefully test any returned stopped or slow running clocks that are sent back to Newgate. 9 out of 10 work perfectly with a suitable battery.
Faulty quartz clock movements are actually very uncommon, so before going to the trouble of repacking and returning a clock, because it has stopped or is losing time, please ensure you exhaust the possibility that your battery is just not strong enough. 

In some occasions it is possible for the hands of your clock to touch over time, and become locked together. The below guide for fixing a loose hand is also compatible in this case. You will obviously need to perform disassembly of your clock first before attempting a repair. You will find a guide on disassembly on this page below.

How do I carry out my own repairs

With some of the issues you may come across with your clock, it may be possible to carry out basic repairs at home, without any specialist tools. In this section you will find disassembly guides for the three main construction methods used in our wall and mantel clocks.

We don't currently provide any guides to disassemble alarm clocks. Due to the nature of their manufacture and size, they can prove tricky to repair and should be disassembled at your own risk.

Use the other sections on this FAQ page to fix specific faults you may have with your clock.

Use this guide to disassemble your metal Newgate/ Jones clock. where the dial plate of your clock is held in with metal spring clips.

This guide explains the disassembly of a Newgate Putney but is applicable to a wide range of metal clocks such as; Putney, Luggage, Battersby, Master & Mr Edwards, Mr Butler, Jones Savoy

Use this text to answer questions in as much detail as possible for your customers.

Use this text to answer questions in as much detail as possible for your customers.

If your clock uses a different construction method not mentioned in any of the above guides, all is not lost. The same principles still apply regarding safety, protecting your clock and reassembly.

If in doubt, feel free to contact us.



The hand(s) of my clock are loose/ have fallen off

This can happen when your clock is in transit to you, if it gets bumped when taking on and off the wall, or even in some circumstances if the time has been adjusted too aggressively.

Before you start, please make sure you have watched the guide on disassebling the style of clock that you own.

The glass in my clock is cracked/broken

If your clock's glass lens is cracked or broken due being knocked or dropped, all is not lost. Use the below guides to solve the issue

If you purchased your clock from newgateworld.com, then please fill out the damaged return form as soon as possible after receiving your damaged item. Click Here

If you purchased your Newgate/Jones/Space Hotel Clock from another retailer (E.G. John Lewis, B&Q, TK Maxx) then please contact the retailer with proof of purchase for them to remedy the situation.

If your clock is slightly older, then all is not lost. In an age of reduce, reuse, recycle, it is still possible to have your clock repaired.

The easiest and most cost effective way to have your glass fixed is to contact your local picture framing company. Most towns have them in the UK and they will have the ability to cut round glass to suit the apature of your clock. This will reduce the risk of anything being damaged in transit by shipping your clock off to be repaired.

If visiting a local picture framer is not an option, then you still have the option of returning the clock to the Newgate Repair Centre. Please read the information and fill out the form here. Click Here

I have exhausted all options and my clock still doesn't tell the time

It is very rare for a quartz movement to fail. On the rare occasion that it has, please fill out the form on this link to request a repair. Click Here