Report a repair

Routine repairs

Routine repairs cover items that are unlikely to cause serious health and safety problems or serious damage if they are not fixed straight away. 

The easiest way to report a repair is to do it online via My Account.

For heating and hot water issues, you can request repairs directly with the relevant contractor.

Emergency repairs

If your repair is an emergency, please contact us on 020 3815 0000 and select option 1.

Emergency repairs are situations where there is a danger to life and limb, severe damage to your home, flooding or major electrical faults.

If your home is flooded, follow advice on what to do from the Environment Agency. The Met Office website also has useful information and provides updates and alerts if severe weather is forecast. 

Our response time

We will attend all emergency repairs where there is an immediate danger to you or members of the public within four hours. Our contractors will make safe or temporarily repair the issue at that first visit or within 24 hours. Further work might be required later to complete the repair.

We aim to complete all non-emergency repairs in full within 20 working days.

Where we have identified the need for replacement or improvement, we will communicate with tenants separately about the timeframe to complete the work.