Repairs to council homes

If you have an issue that requires a repair, you can report it to us online or by telephone.

Report a new issue through Housing online

When you first use the Housing online service, you will need to create an account.

To create an account you will need the following:

• Email address
• Rent account number or Service Charge account number
• Full name – first and last name
• Date of birth 

Housing online service user guide (PDF, 740KB)

Housing online service, frequently asked questions (PDF 600KB)

Do not report emergency repairs online, call our contact centre on 020 8726 6101.

Report new issue

Report an issue by telephone

You can call our repairs contact centre on 020 8726 6101 to:

• report routine repairs
• change your appointment
• enquire about existing repairs

We're open Monday to Friday from 8am to 6pm. 

Emergency repairs can be reported at any time of the day or night.

Appointments

Appointments for repairs are made from Monday to Friday with an allocated time slot. You will be able to tell us which day or time is most convenient for you and we will, where possible, accommodate this.  

Time slots

Time slots can be chosen within the following days and times:

• Monday to Friday, 8am to 5pm
• School-run friendly slots between 10am and 2pm on weekdays

Repair priorities and response times

We prioritise repairs based on urgency and household needs. We may ask questions to better understand the impact on you and your home.

Priority Levels

1. Emergency: attended within 4 to 24 hours, depending on risk (No appointment is made for emergency repairs. Please stay at home until our operative arrives.)
2. Urgent: attended within 5 working days
3. Routine: attended within 28 working days
4. Repair inspections: attended within 10 working days
5. Major works: attended within 90 working days

Non-emergency repairs will be scheduled with you and completed within the relevant timeframe.

Out-of-Hours Emergencies

Emergency repairs outside normal hours or on public holidays are covered by our out-of-hours service.

Appointment requirements

• A responsible adult over 18 must be present during the appointment.
• Some repairs may require a second visit for measurements or more complex work.

Keeping you informed

If you have provided us with a mobile number, you will receive text message updates to:

• confirm you appointment date and time
• remind you the day before the appointment
• let you know the contractors are on their way

You will not receive a text message for emergency repairs.  

After your repair, we’ll send a short survey to check if you’re satisfied with the work.

In rare cases, such as severe weather, we may need to reschedule emergency appointments. We’ll notify you if this happens.

Changing your appointment

If you're unable to keep an appointment, please let us know as soon as possible so we can offer the slot to another tenant.

If you're not home when we visit

If you're not in when we arrive for your appointment:

• we'll try to contact you by phone
• if we cannot reach you, we’ll leave a ‘No Access’ card to confirm we attended
• we’ll only speak to someone else if you’ve given us permission to do so
• the appointment will be cancelled, and you’ll need to book a new one using the details on the card

Emergency access

In the event of an emergency where there is a health and safety concern, or if substantial damage to your home or a neighbour's home is likely, we will access the property in accordance with legal regulations if we are unable to gain entry otherwise.

If we have not fixed the issues

If you have already reported repairs to us and also made a complaint and we have still not fixed them to your satisfaction within a reasonable period, then you may be eligible to participate in our alternative dispute resolution scheme.