Report a repair

As your landlord we are responsible for some of the repairs and maintenance to your home. However, some of these responsibilities are yours as the tenant.

Find out more about repair responsibilities here.

If the repair is our responsibility, the easiest and quickest way to report any repair is through our easy-to-use customer portal. You can also report repairs by email or phone.

If you have a gas-powered heating, hot water or radiator related repair, please contact our gas contractors, BSW, directly on 020 8763 5300 (free from a landline or mobile).

If your repair is caused from damage or neglect, you will be charged.

Emergency repairs

If your repair is an emergency, please always call us. We operate an out of hours service for emergencies, so if you are calling outside our usual opening hours, you can still report an emergency repair 24/7.

Emergency repairs include:

  • uncontainable leak
  • total loss of water
  • total loss of power

If you need an emergency repair, we will repair, or make safe, usually the same day, but always within 24 hours.

If you can smell gas, call the National Gas Emergency Service on 0800 111 999 immediately.

Vulnerable residents

If you are a tenant that is vulnerable, we may deal more urgently with some repairs. Please call or email us for more information.