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Report a repair

We’re here to help. From reporting and fixing a blocked drain through to adapting your home. Here’s the info you’ll need.

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.

This means we will only be responding to emergencies, such as:  

  • Loss of water supply 

  • Loss of electricity (excluding failure by utilities to maintain suppliers

  • Loss of heating 

  • Loss of hot water (with no backup such as an immersion heater

  • Loss of use of toilet facilities (only toilet in property)  

  • Water leaks from heating pipes, tank or system or domestic plumbing system where the flow of water cannot be controlled or where water is penetrating electric sockets or light fittings 

  • Repair of faulty smoke or carbon monoxide alarms (battery changes are tenants responsibility

  • Insecure ground floor, outside doors, windows or locks 

  • Complete light failure in communal areas (blocks of flats)  

  • Blocked or leaking drains or sinks in blocks of flats, where there is a risk of flooding 

  • Urgent Health & Safety works that present an immediate threat to life and well-being, e.g. unsafe flooring or stair treads or handrails 

If you or others are in immediate danger and require the services of the Police, Fire Services or Ambulance call 999.  If you need the services of the Police for an incident that is less urgent call 101. 

If you smell Gas: 
Turn off the gas at the mains tap, which is usually near the meter. Move the handle a quarter turn until it’s at 90 degrees from the pipe to shut off the gas supply (unless the gas meter is in a cellar). Phone the National Gas Emergencies number on 0800 111 999. Only use a mobile phone from outside the property. The number is free and available 24 hours a day. 

If you have an emergency repair, please call us on 03332 31 32 33.  

Please stay on hold as you will lose your place in the queue if you hang up.   

 

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.