Report a repair
Emergency repairs
An emergency is something which will cause danger to someone’s health or safety or serious damage to your home.
For example:
- No heating
- No water
- No electricity
- Water leaking onto electrics
- Exposed wires or sockets
- Doors or windows in your home cannot be locked
- Carbon monoxide or smoke alarm is beeping in the home
Report an emergency repair
Call 0800 393 994 or 0208 498 8000.
You cannot request emergency repairs online.
What happens next
We'll aim to visit your home within two hours. We’ll usually make the repair safe or complete the repair within 24 hours.
We may make a temporary repair to make your home safe. The full repair will be completed at a later date.
Non-emergency repairs
A non-emergency is when something in your home is broken or not working properly. It's not a risk to your safety and will not cause serious damage to your home.
We're responsible for some repairs, and you're responsible for others. Before you report a repair, check if a repair is your responsibility.
Report a non-emergency repair
You must report all non-emergency repairs online.
You need:
- an email address
- mobile phone number
- photos or a video of the issue to help us prioritise your repair.
What happens next
We’ll review the urgency of your repair and book an appointment.
- routine repairs are completed within 28 days
- urgent repairs are completed within five working days
We’ll let you know if the repair qualifies under the Government’s Right to Repair Scheme. This scheme requires certain repairs costing under £250 to be completed within a set timeframe.
Get ready for our visit
You’ll receive a text message when we’re on the way. If there any delays, we’ll let you know.
We’ll wear uniform and have an ID card.
Make sure that the area around the issue:
- is clear of furniture and other belongings
- cannot be accessed by young children and pets
An adult must be present during the repair.
Communal repair
Communal areas are places that people in the building share.
For example:
- stairway or corridors
- door entry system
- lifts
- building grounds
- window in a shared area
- lighting in shared spaces
As a tenant, you’re responsible for reporting issues and keeping corridors and shared areas clear.
Report a communal repair
You must report communal repairs online.
If this is an emergency repair you can be report it at any time of the day and night.
You’ll need:
- the location such as the nearest door number, floor level or the number on the item
- an email address
- mobile phone number
- photos or a video of the issue if you can
What happens next
We’ll review the urgency of your repair.
- routine repairs are completed within 28 days
- urgent repairs are completed within five working days
