Changes to your housing repairs service

You can now book routine repairs

Our repairs team have been working hard all year to keep your council homes safe and in good repair but to prevent the spread of COVID-19 they have only been doing emergency and essential repairs inside council homes, and repairs to communal areas.

We are now booking routine repairs again. This means that as well as more serious repairs you can also report day-to-day repairs like replacement bath panels and noisy pipes.

See a full list of repair types here

We have lots of repairs to get through and are prioritising emergency and essential jobs, so it’s going to take us longer than normal to get to all of them. Please bear with us – we will get to your job.

Damp and mould

If you have a problem with damp or mould, please report it now – we want to help you as soon as possible.

Report damp here

Save time by reporting online

With a Camden Account, it is quick and easy to request repairs at a time that suits you – just follow these simple steps:

  1. If you don’t have one already, sign up for the Camden Account in five minutes – you will need your rent payment number the first time you log in, which you’ll find on the bottom right hand corner of your rent statement.
  2. Once you have signed up, click on 'Housing' then ‘request a repair’, then choose the repair you need from the menu.
  3. Put in your contact details, choose an appointment time that suits you and submit your repair request.

Sign up for your Camden Account here

Contact us on 020 7974 4444 if you need any help signing up for or using the Camden Account.

Covid-19 and staying safe

We are booking routine repairs again in line with the planned easing of lockdown restrictions by the government, which may change. If there are any changes which affect your repairs service, we will let you know.

Your safety is our first priority. Our staff will be following government guidance while working in your home to keep you and them safe, and to prevent the spread of COVID-19.

Please contact us on 020 7974 4444 if you are worried about having staff in your home or have any other concerns or questions.

New priorities – types and timings of repair

We are introducing a clear system of priorities for types of repairs. This will ensure you know how long you can expect to wait for every repair you report and help manage repairs better.

The new priorities and timescales are set out below.

Priority Description Timeline

Emergency
(day or night)

When there is an immediate threat to your (or other residents’) health, safety, security or to your home. Sometimes a temporary repair will be carried out to make the home safe and secure, with the full repair completed later. Examples include making a window or your front door safe and secure after damage, or stopping a serious leak in your home. 6 hours to 24 hours
Essential When the problem is nuisance to you or other residents and is likely to lead to further damage if it isn’t fixed. Sometimes a further visit is required to complete the repair if special parts are needed. Examples include restoring partial loss of power, such as to sockets. 20 working days

 

Routine
(Not being processed at this time)

Problems that need fixing but aren’t causing serious discomfort or inconvenience and are not likely to lead to further damage. Examples include repairing a minor plumbing repair like a dripping tap. 20 working days

 

Longer term
(not being processed at this time)

This would include work that is non-urgent where specific parts or works are needed. Examples include new UPVC windows and doors, bespoke joinery or ironware. To be agreed with tenant

Staying safe and well

When you call to request a repair, our repairs customer service staff will ask if you or anyone you live with has COVID-19 symptoms (high temperature, a new continuous dry cough, or a loss or change to your sense of taste or smell) or has had them in the last 10 days. They will also ask if anyone in your household is shielding. The information you give us will stay on record for 60 days from the date that you call us.

Repairs staff or our contractors will only attend a home where a tenant is self-isolating or shielding in an emergency. Any repairs officer who comes to your home will be following strict guidance from the Government and our public health team to keep you and them safe, and to prevent the spread of COVID-19.

Report a repair

Our repairs team work hard to keep your council homes safe, warm and in good repair all year round.

If your repair is an emergency, call us 020 7974 4444 option 3 then 1, from Monday to Friday, 9am to 5pm

If your repair is an emergency and it is out of hours, call 020 7974 4444

The quickest way to report repairs is on the Camden Account

Unless your repair is an emergency, you don’t need to wait on the phone.

The quickest way to report a repair is online, using the Camden Account. Your Camden Account gives you the flexibility to request a repair appointment at a time that suits you.

Already have a Camden Account?

Log into your Camden Account, click on 'Housing' then ‘Request a repair’, then choose the repair you need from the menu, then choose an appointment time that suits you and submit your repair request.

There is a longer waiting time than normal for routine repairs – please bear with us. You will not get an earlier appointment by calling us so please report online.

Log into your Camden Account here

Haven’t got a Camden Account?

It takes less than five minutes to sign up for a Camden Account. Click on the button below to sign up – you will need your rent payment number the first time you log in, which you’ll find on the bottom right hand corner of your rent statement.

Sign up for your Camden Account 

Do you have questions about your repair?

If you have a question or need advice about a housing repair, you can talk to us instantly and upload pictures of your repair on webchat from Monday to Friday, 9am to 5pm.

Simply click on the blue speech bubble at the bottom of this page to start your webchat.

Other ways to report a repair online

You can also report a non-emergency repair for communal areas, boilers, lifts and for all of our Contractors via e-mail  where you can also upload pictures as well. We will aim to respond to you within 2 working days.

Don’t report

There are some repairs that you are responsible for as a tenant that our repairs team can’t help you with.

Please don’t report the following repairs because we won’t be able to book them:

  • Inside doors (apart from your kitchen door)
  • Letterboxes and door numbers
  • Window catches
  • Security chains, additional locks, lost or damaged keys
  • Carpets or flooring except in bathrooms
  • Light bulbs or fuses
  • Plugs and chains on baths, basins and sinks
  • Curtain rails, hooks and shelves
  • Surface cracks in wall surfaces and plasterwork
  • Tiles and sealant around baths and sinks
  • Kitchen worktops, handles, drawers and cupboards (unless fair wear and tear – if you’re not sure, the best thing to do is contact us on webchat where you can upload pictures of your repair)
  • Minor drainage blockages
  • Internal decorations
  • Your private garden
  • Toilet seats

Handy person service

Contact Kazeem Ojuko Wish Plus Officer on 0207 974 3012 to be referred to this service

The care and repair handyperson service carries out small home repairs for a small fee for those people who otherwise would struggle to get them done on their own.

The service can be accessed by any Camden resident who is over 65, or by those who are disabled or vulnerable.

Communal repairs

You can follow the progress of a current or recent communal repair by signing up to receive updates by text message when communal repairs are reported in or around your building.

Check a communal repair

Your appointment with our contractors GEM or BTU

Often engineers can get delayed on other jobs so if you have a morning appointment for today and it has not taken place yet then please call as after 1pm as we are unable to assist until after that time. If you have an afternoon appointment for today then please call us after 5.30pm.

Other useful links and contact numbers

Feedback and compliments 

Your views are important to us so please send compliments or any suggestions to improve the repairs service below.

Feedback form

Types of repairs

Our team need to know if your repair is an emergency, essential or a routine repair. If you report a repair as an emergency and it isn’t, our repairs staff will not complete your job and you will have to book another appointment.

You can find the repair types below to help you when reporting your repair.

Emergency repairs

Emergency repairs are when there is an immediate danger to you and your home. Examples include:

  • Suspected gas or carbon monoxide leak
  • No gas
  • No drinking water
  • No heating or hot water (during winter)
  • Total loss of electrical power
  • Sparking power sockets or electrical fittings
  • Serious water leaks or burst pipes
  • The only toilet at home is blocked
  • Dirty water coming up through plug hole, toilet or any drains
  • Unsafe doors or windows 
  • Badly damaged ceilings, boundary walls or roofing
  • Blocked rubbish chute
  • Fixing stair lifts
  • Freeing anyone stuck in a lift

Essential repairs

Essential repairs are when there will be a risk to you, your home or your neighbours’ homes if the problem is not fixed. Examples include:

  • Leaks that can be contained
  • Plumbing blockages
  • Doors and windows that are stuck or jammed (for example fire doors, in properties when vulnerable residents live)
  • Front doors and kitchen doors that are damaged
  • Missing or damaged door closers
  • Damaged front or back doorframes
  • Front doors and kitchen doors that are damaged
  • Windows that cannot be locked and is on the ground floor, or any floor that has children
  • Window jammed open
  • Replacing glass in windows or doors after a break in (with ref. number from police / payment)
  • Partial loss of lighting in bathrooms with no natural light
  • Flush on toilet
  • Noisy / not working shower pump
  • Immersion heater unless property has a boiler
  • Pressure – low running drinking water
  • Plastering, patch work after a serious leak
  • Cracked sockets
  • Bannisters and handrails
  • Roofing

Routine repairs

Routine repairs include are repairs inside your home that do not put anyone in your home or your neighbours’ homes at risk. Examples include:

  • Blown double glazed unit – if your glass is broken or cracked, please call us immediately
  • Inside doorframes – please call us if it is your front or kitchen door
  • Windows above ground level that do not lock, where the window can be shut securely and where there are no children or vulnerable residents at risk in the property
  • Plastering – unless patchwork after severe leak
  • Dripping tap and minor repairs to taps such as replacement washers
  • Water pressure issues where your home has low running hot water
  • Noisy pipes
  • Partial lighting loss in rooms where there is no natural light to bathroom
  • Extractor fans, where your bathroom/kitchen already has an alternative method to ventilate, such as a window
  • Tiling
  • Pest control

Damp and mould

If you have a problem with damp or mould, please report it now – we want to help you as soon as possible.

Report damp here

Useful to know

Gas safety

We are legally required to ensure that gas safety requirements are met. 

Tenants are responsible for the maintenance for their own appliances such as cookers.  The Council is responsible for carrying out annual inspections on internal heating systems and a 5 year gas carcass test on communal heating systems.

I think I can smell gas

Report it on  0207 974 4444

Do not:

  • turn any electrical switches on or off
  • smoke or vape
  • use any naked flames

Do:

  • open doors and windows to vent the gas from the property
  • turn off the gas supply at the Emergency Control Valve (usually next to the gas meter) if it is safe to do so.

gas emergency control valve

If in doubt, it is safer to leave the property.

Find out about carbon monoxide poisoning and what to do if you think someone is suffering from it.

Further information videos

I think I can smell gas
Safety at home

Heating rebate

Claim a heating rebate

This rebate applies only to Camden tenants who are on communal boilers,  not leaseholders.

Tenants can claim if they have had no heating, hot water or bulk gas  for more than 3 days. The maximum claim is for 6 months.  It takes approximately 20 working days for the request to be processed.

Insurance cover

We are not responsible for any damage to or loss of fixtures and fittings including:

  • furniture
  • carpets
  • clothing
  • other household items such as the contents of  your fridge or freezer

This is usually the case even if it is linked to a repair that we are responsible for. Therefore we strongly recommend that you take out home contents insurance.  To help you, we run a home contents insurance scheme. 

Contact your ward housing team.

 

Tenants

Please refer to the tenants' guide on page 90 for responsibilities in regards to Repairs.

Improvements

We are not responsible for any repairs that tenants do to a property and are classed as an improvement, for example additional electrical sockets, aerial sockets and mixer taps.  It would be your responsibility to maintain improvements and alterations.

Recharges

Rechargeable repairs are those that tenants are responsible for,  for example holes or other damage to internal doors, damage to kitchen units and worktops. 

You can pay the council to do the repair, do the repair yourself or pay someone else to do it.  

Here is a list of some of the re-chargeable services to tenants.

 Description of work

 Cost

 Re-glazing single glazed window  £79.86
 Re-glaze double glazed window  £124.72 
 Forced entry and change lock - Front door (lost key or     locked out)  £115.97
 Renew lock - Cylinder lock  £47.04
 Renew lock - Mortice lock  £40.58
 Carry out a block shut down (Hot and Cold water)  £108.96
 Force entry to garage   £62.36
 Renew lock on up and over garage door  £85.44
 Renew lock on side hung garage door  £29.38
 Forced entry to shed  £106.60
 Broken lock on shed  £29.57
 New toilet pan  £92.99
 New toilet cistern  £114.87
 New wash hand basin  £137.35
 Double socket replacement  £70
 Single socket replacement  £35
 Sink (stainless steel)  £150
 Sink with taps  £250
 Post Box Key Change    £29.57
 Lift callout (lost key/wallet)  £105

Leaseholders

Camden is responsible for maintaining the structure of the building  leaseholders live in and for communal areas around the estate.  Any non-communal repair inside your home is your responsibility. 

Please refer to this guide on page 16 for a list of repairs responsibilities.

Camden's responsibilities

  • Maintain, repair and renew the estate/building and provide services including a district heating system where relevant.
  • Maintain the structure of dwellings including the roof, damp proof courses and window frames.  
  • Maintain the common parts of buildings.  This may include a caretaking service where a leaseholder pays for this in their service charge

Leaseholder’s responsibilities

Maintain the property including:

  • All fixtures and fittings within their property (kitchen cupboards, baths, sinks, showers, toilets, taps etc.)
  • Glass in windows (including the putty or seal), front/back door and frame and window and door furniture such as handles and locks.  However note we are currently replacing leaseholders front doors for free when doing FRA works (30 min fire door set)
  • Tanks and pipe work that relates solely to the property such as a leaking waste pipe, trap etc.
  • Unblocking of toilets/wash hand basins/baths/kitchen sinks/waste pipes/traps inside in leaseholders property
  • The heating system within their property if not connected to a communal heating/hot water system.
  • Floors, stairs, ceilings, doors, woodwork, partitions inside the property.
  • All internal decorations to their property.

Damp and condensation

Lockdown and damp and mould

We know that because many people have been spending more time at home as a result of the Covid-19 pandemic, there may be a number of residents who have damp or mould for the first time, or whose damp or condensation issues have got worse.

If you have damp or mould, please get in touch with us as soon as possible so that we can help you.

Report damp in your home

What is damp?

There are three main types of damp – condensation, rising damp and penetrating damp. Condensation is the most common type of damp. Rising damp and penetrating damp are rarer and caused by structural problems, particularly in some of our older buildings. Rising or penetrating damp always needs to be resolved by our repairs team.

Contact us to report the following signs:

  • Flaking plaster
  • Peeling paint and wallpaper
  • Damaged skirting boards
  • Flooring lifting up
  • Crumbling bricks
  • A musty smell
  • Damp patches on ceilings or walls
  • Damp patches that darken when it rains.

What is condensation?

Condensation is moisture that forms water droplets on cold surfaces: on windows, in bathrooms, kitchens or in corners of rooms, or behind cupboards and wardrobes. Cooking, baths, showers and drying clothes inside can add extra moisture to the air, making more condensation.

There are ways that you can manage or improve condensation in your home – and small changes can make a big difference:

Ventilate your home

  • Open your windows at least once a day to let fresh air in and let warm moisture out.
  • Close kitchen and bathroom doors when cooking and using the bath or shower, even if you’ve got an extractor fan.
  • Open windows when using a tumble dryer or make sure the hose goes outside.
  • Clear and clean your vents and extractor fans. Make sure your vents are not blocked by furniture and regularly dust vents and extractor fans. 
  • If you have trickle vents on your window frames, make sure they’re in the open position.

Minimise moisture 

  • Use the thermostat to control your heating – it will help you to heat your home more evenly, using low level heating all day, rather than quick blasts. This should also reduce your heating bills.
  • Cover your pans when cooking to stop steam from escaping and switch on your extractor fan
  • Dry washing outside or put it in the bathroom, open the window or turn on the extractor fan and close the door
  • Wipe condensation off in the bathroom or kitchen with a towel, cloth or a squeegee every day to help prevent mould from growing.
  • Move furniture away from walls and radiators.

Find out more

There is more information in the 'keeping your home free from damp and condensation' leaflet below. If you’re concerned about damp in your council home, contact us as soon as possible so we can help.

Download leaflet 

Repairs Open Data

In this section we will share data relating to housing repairs service and improvements works.

As a borough we are constantly looking to improve how we use data and information.  Our aim is to be more open and transparent and use the information to make better decisions as well as offer a more personalised customer experience through all our channels. 

Access Camden's planned works and improvements data.

Open Data Camden is the place for the public, researchers and developers to access, analyse and share information about the borough.

Repairs Customer Service Performance

Case management performance

Month Cases handled Cases closed within 10 working days
May 59 78%
April 85 59%
March 104 68%
February 88 77%
January 88 71%
December 79 73%
November 58 62%
October 94 76%
September 112 47%
August 48 69%
July 52 50%

 

Monthly telephony performance

2019/20 % calls answered under 2 min % abandoned
May 2021 73%* 9%
April 2021 93% 5%
March 2021 97% 4%
February 2021 97% 3%
January 2021 93% 5%
December 2020 99% 5%
November 2020 100% 7%
October 2020 99% 13%
September 2020 100% 4%
August 2020 99% 12%
July 2020 99% 5%
June 2020 100% 2%
May 2020 99% 1%
April 2020 99% 2%
March 2020 99% 2%
February 2020 99% 2%
January 2020 99% 2%
December 2019 97% 2%
November 2019 88% 4%
October 2019 79% 6%
September 2019 43% 23%
August 2019 31% 30%

*Return to full repairs reporting

 

Lifts awaiting repair

Camden has 552 lifts around the Borough which are serviced and maintained regularly by specialist lift contractors, to ensure that breakdowns are kept to a minimum.

We aim to repair breakdowns as soon as we can, and once a repair has been logged an engineer will attend within 3 hours, or as soon as possible. They will do their best to get the lift working again straight away, but sometimes if the repair is very complicated, or parts need to be ordered and delivered, this is not always possible.

If your lift is not working for 3 days or more, we will write to you and tell you when we expect to have it fixed by. If the repairs are delayed for any reason, we will write to you again to let you know. 

If you are vulnerable or need support whilst the lift is not working, please contact your  Neighbourhood Housing Officer

We understand the inconvenience caused by lift breakdowns so please be assured that we work hard to fix them as soon as possible.

Please note that the date given for the lift to be put back in service is an estimated date given by the lift contractor and may change due to circumstances outside our control.

Current lifts awaiting repairs

Site Lift Number Estimated date lift due back in service Additional Information
Rowley Way (A2) LFT01   Awaiting further update
25-54 Sidney Boyd Court LFT02 19.06.21 Awaiting parts
40 Hampstead Road LFT01 18.06.21 Awaiting parts
45 New Compton Street LFT01 17.06.21 Awaiting parts
1-19 Earlham House LFT01 21.06.21 Technician attending 21.06.21