Skip to main content

Report a communal repair

beta This is the improved Camden website. Tell us what you think.

Report a communal repair

On this page:

Responsibility for communal repairs

We carry out communal repairs to shared areas of a building or estate. This could include a: 

  • stairway 
  • door entry system 
  • lift 
  • external wall 
  • window in a shared area 

As a tenant or leaseholder, you are responsible for reporting issues and keeping corridors and shared areas clear. 

Report an emergency repair

To report a gas leak call 0808 175 8880.

To report any other immediate risk to safety call 020 7974 4444. 

You should report all other emergency repairs online. You'll be connected to an agent who will discuss the repair issue in more detail. They'll ask for photos or a video, which helps us to prioritise your repair. 

Report an emergency repair

What happens after you report an emergency 

We will visit your building or estate within 24 hours or within 3 hours for a broken lift. If we need to order parts, we carry out a temporary fix to make the issue safe. The full repair is then completed at a later date.   

If you report a repair as an emergency and it isn’t one, our repair staff will not be able to complete the job. We prioritise repairs that are a risk to safety.

Report a non-emergency repair

A non-emergency is when something in a communal area is broken, or not working properly. It is not a risk to your safety. 

It's important to give the exact location of the problem. This could be the: 

  • floor or nearest flat number in the block  
  • nearest entrance to the block including the road it opens onto 

How to report a non-emergency repair 

You must report all non-emergency repairs online. We need to see photos or a video of the issue to help us prioritise your repair.  

You can still report using SMS but will not be able to upload photographs or videos. 

Report an non-emergency repair

Live Chat

  • Report a repair or ask a question using the Live Chat button at the bottom of the screen 
  • We aim to respond to you within 2 minutes 
  • This service is available 8am to 6pm

WhatsApp or SMS 

  • Report a repair or ask a question by messaging 07360 277 909 in your preferred language
  • We aim to respond to you within 1 hour  
  • This service is available 8am to 6pm

Cancel an appointment 

If you've reported an issue that no longer needs repairing, contact us using Live Chat, WhatsApp or SMS.

What happens next 

Lift repairs

When we receive a broken lift report, an engineer is on-site within 3 hours. They try to get the lift working during this visit, but may need to order parts and make a second visit. 

If there are further delays, we will write to you to let you know. If you are vulnerable or need support whilst the lift is not working, contact your Neighbourhood Housing Officer.

The following lifts are being repaired and the contractor has provided estimated dates for their return to service. 

  • Blashford, lift 02, 18 December 2024
  • Burnham, lift 01, 18 December 2024
  • 1-44 Rydal Water, lift 02, 18 December 2024
  • 1-30 Storrington, lift 01, 14 February 2024
  • 8-21 St Peters Court, lift 01, 18 December 2024
  • 40-63 Lorraine Court, lift 03, 2 January 2025
  • Cheshunt House, lift 01, 20 December 2024
  • 204-238 Levita House,lift 02, 18 December 2024
  • 1-12 Mickledore, lift 01, 19 December 2024
  • Sidney Boyd Court, lift 03, 21 December 2024
  • 1-37 Kenbrook House, lift 01, 21 December 2024
  • 1-39 Phoenix Court, lift 02, 23 December 2024
  • 21-33 Crowndale Crescent, lift 02, 24 December 2024

All other repairs

We prioritise issues that cause serious discomfort or inconvenience to you or damage to property if they aren’t fixed.    

We carry out most repairs within 35 days. If we need to order special parts we book a second visit.

Service updates

You can check the progress of a communal repair.

We also send proactive SMS updates to residents affected by communal repair issues such as a broken lift or when the communal heating and hot water is affected. We'll provide progress updates and tell you when the service returns to normal. You can opt out of SMS updates by replying stop.

Feedback and complaints 

Your views are important to us and we welcome your suggestions to improve our service.   

Repairs performance data

We publish monthly contact data to be open and transparent about our service. We use this information to make decisions and improve your experience across all of our channels. 

Find out more about housing repairs contact data