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Report a housing repair

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Report a housing repair

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Report an emergency repair 

You should report an emergency repair when there is an immediate risk to safety.

How to 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. 

Between 1 October to 30 April you should report a complete lack of heating as an emergency. Review the heating checklist.

Report an emergency repair

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.

After you report an emergency repair

We'll visit your home within 24 hours. We may make a temporary repair to make your home safe and secure. The full repair will be completed at a later date.   

Report mould 

You should report mould as soon as you find it in your home. 

Find out how to report and prevent mould.

Report a non-emergency repair 

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 property. 

We're responsible for some repairs, and you're responsible for others. Before you report a repair, check if a repair is your responsibility.

The wait time is 125 days for some non-emergency repairs.

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 include photos or video. 

Report online

Upload photos or a video of the issue to help us prioritise your repair.  

Report a 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 Monday to Friday, 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 2 hours  
  • This service is available Monday to Friday, 8am to 6pm 

Change or cancel an appointment 

If you need to change or cancel your appointment, let us know at least 48 hours in advance. You can do this using WhatsApp, SMS or Live Chat. 

How we prioritise non-emergency repairs

We prioritise repairs that will: 

  • cause serious discomfort or inconvenience to you  
  • damage your or your neighbours’ homes if they aren’t fixed, such as containable leaks and damage to front and back door frames.   

Repairs are usually carried out within 35 days. Sometimes we book a second visit if we need to order special parts.  

Problems that need fixing but are not causing serious discomfort or inconvenience may take longer. This includes plastering and repairing dripping taps or noisy pipes. 

Get ready for our visit

Please 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. 

Useful contact numbers

Power cut

Contact UK Power Networks to report or check on the status of power cuts or issues with the local supply. If the issue only affects your block or property, please contact us. 

Mains cold water problem

Contact Thames Water on 0800 316 9800 to report water supply issues affecting multiple properties in the local area. This can include a significant drop in water pressure or water being cut off completely, due to a burst main, pumps failing or flooding.

Heating or hot water repair

  • Contact BTU on 020 7499 0602 about an existing individual heating or hot water repair
  • Contact GEM on 020 8985 0409 about an existing communal heating or hot water repair 

Fire alarm installation

Contact the London Fire Brigade on 0800 028 4428 to arrange for fire alarm installation. 

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