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You can report a repair by phoning us on 0207 326 3700 and selecting the 'repairs' option.  Alternatively, you can use our online repair form

When you report a repair, please:

  • give us your name, address and contact details
  • describe the repair you need in as much detail as possible
  • give the dates and times when someone will be at home to let our contractors in.

Repair categories 

Emergency repairs (within 24 hours)

If your repair is an emergency, please phone us on 0207 326 3700.

We aim to fix emergency repairs on the same day.

Emergency repairs are situations where there is a risk to someone’s health or safety, a home is not secure, or there is damage that is rapidly getting worse. 

Non-emergency repairs 

There are three types of non-emergency repairs: urgent repairs, routine repairs and planned repair works.

Urgent repairs (within 7 days)

Repairs that need prompt action but where there is no immediate risk to your health and safety.

Routine repairs (within 28 days)

Repairs that will take some time to complete.

Planned repair works (within 90 days)

Bigger pieces of work that take longer to arrange. For these repairs we may need to use specialist contractors, carry out surveys or do more investigation. 


For more information about how long a repair will take please click on the button below.

How long will my repair take?


Who is responsible for the repair?

You are expected to take responsibility for putting right accidental or deliberate damage to your home.

You can see who is responsible for which repairs by clicking on the button below. 

Repair responsibility