Step 1: Check if you need to report a repair to us
Check the following information before reporting a repair. We may not be responsible for fixing the problem:
- if you’re a Camden tenant, check if a repair is your responsibility
- if a power cut is affecting your neighbours or your whole estate, report it to UK Power Networks
- if there is no mains water to your building, contact Thames Water on 0800 316 9800
If you’re reporting a communal repair, check if someone has already reported it.
Step 2: How to report a problem
Report a gas or carbon monoxide leak
If you have a gas leak
A gas leak is an emergency. Call us on 0808 175 8880, 24 hours a day.
You should:
- open all doors and windows
- turn off all gas appliances
- turn off the gas at your meter (if possible)
Do not:
- smoke
- use matches or lighters
- turn any electrical appliances or light switches on or off
If your carbon monoxide alarm is going off
If your carbon monoxide alarm goes off, it's an emergency.
You should:
- leave your home immediately and get outside
- call us on 0808 175 8880, 24 hours a day
- call the National Gas Emergency Service on 0800 111 999 if you suspect a gas appliance is involved
Do not:
- go back inside until you’re told it's safe
If anyone feels unwell, call 999 and ask for an ambulance. Tell them you suspect carbon monoxide poisoning.
Report a repair or mould problem
Report a repair or mould problem using the online form. It will ask you questions to check if it's an emergency. An emergency is a problem that puts someone's health or safety at immediate risk, or could cause serious damage to property.
View examples of emergency repairs
- no drinking water in the property
- no electricity in the property
- water leaking onto electrics
- exposed wires or sockets
- the front door of the property cannot be locked
- windows that are accessible from the ground floor or landing cannot be closed or locked
- collapsing ceiling or collapsing floor
- carbon monoxide or smoke alarm is going off
- rubbish cannot be disposed of in the rubbish chute
If possible, upload photos to help us assess the problem.
If you have an emergency between 6pm and 8am, call us on 020 7974 4444.
Step 3: What happens next
We'll assess your repair request and visit within these timescales:
- emergency repairs: within 24 hours
- broken lift: within 3 hours
- significant hazards: within 10 working days
- leaks: within 24 hours for an uncontainable leak, or 5 days for a containable leak
- non-emergency repairs: within 35 days
We may contact you before our visit to ask for more information. Any new information may change how quickly we respond to your request.
Step 4: Update, change or cancel a repair booking
Change or cancel a booking for your home
Tell us as soon as possible if you need to change or cancel the booking.
Tell us if your situation has changed or the problem has got worse
If you've already reported a problem to us and the situation has got worse, contact us by:
- webchat
- WhatsApp or SMS on 07360 277 909
- phone 020 7974 4444
Advisors are available Monday to Friday, 9am to 4.50pm (except Bank Holidays).
You can check call and message wait times to help you choose when to contact us.
Get an update on an existing communal heating or hot water issue
Contact the contractor directly for an update.
If your repair is being carried out by:
- TDK, call 020 7482 5278
- BTU, call 020 7499 0602
Get text updates for communal repairs
We send text updates about communal repairs to tenants and leaseholders. Find out how to get updates or stop receiving them.
Step 5: Prepare for our visit
If possible, move furniture and other belongings away from the area that needs repairing.
An adult must be present during our visit. Keep young children and pets safely away from the area until the repair is complete.
Give feedback or make a complaint
We’ll send you a short survey after your repair is complete. Your feedback helps us improve the repair service.
If you're unhappy with our service, you can make a complaint.
Repairs performance data
We publish monthly data about how residents contact our repairs service and how quickly we respond. We use this information to help improve the service.