Day to day repairs

Day to day repairs are smaller repairs that we do in and around your home, for example mending a broken tap or light switch.

We want to make it as easy as possible for you to use our repairs service. This is so that you can enjoy living in your home, and we can keep homes in good condition for the future.

Report a housing repair

You can now use the housing repairs online tool to request the following repairs by clicking the link above and registering to the Camden account:

  • Lift repairs
  • TV aerial repairs
  • Door entry system repairs
  • Estate lighting repairs
  • Heating and hot water
  • Day to day repairs (leaking sink, faulty toilet)

For more information on how to register to the Camden account and report a communal repair online please read our guide.

Emergency repairs

If your repair is an emergency please telephone us to report it. Do not use the online form.

Right first time

After successful pilots in Gospel Oak and Camden Town our ‘Right First Time’ repairs service has now been rolled out across Camden to all 5 districts: Gospel Oak; Camden Town, Kentish Town, Hampstead and Holborn.

The Camden Plan sets out our ambition to deliver customer focused, value for money services by getting it right first time. By focusing on the experiences of tenants, we have been able to identify ways in which the service can be improved.

Our new repairs service will adopt a more flexible appointment system, provide you with easier ways to report issues and the amount of time it takes for repairs to be completed will be reduced.

The pilot

In 2012 we piloted the right first time Camden repairs service in the Gospel Oak and Camden Town districts, with up to 90% of tenants surveyed rating the improved service as good (4) or excellent (5) out of a possible 5.

Repairs completion times have improved, the number of missed appointments have been reduced and more repairs have completed in a single visit.

A new way of working

Managing work end-to-end: By managing our jobs from start to finish, and through closer working with trades staff and contractors, the council will reduce the need for unnecessary administration, duplication or delays in the repairs process.

Reducing reactive repairs: By keeping the volume of reactive repairs down by resolving as many issues as possible on the first visit. This is always our aim however, some jobs may need more than one visit – and our new ways of working ensures that staff can carry out the repairs that are required to a high standard and deliver excellence in customer service.

Flexible with our customers: Right First Time offers greater flexibility in appointment times and isn’t constrained by previously used AM/PM appointment slots or targets.

Decisions made on the front line: Our front line staff make decisions about the work that needs doing for customers.

Area-based teams: We use area-based teams to learn and improve, instead of key performance indicators that may not show true end-to-end times for full repairs to be completed.

Working geographically: By working geographically our staff develop expertise in the properties they are working on, get to know local staff and reduce their travel time and costs.

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