Repairs and Maintenance

We want your home to be safe, comfortable and well maintained. This section explains how to report repairs, what to expect from our repairs service and who is responsible for different types of repairs.

Need to report a repair?

Emergency repair? Call us immediately on 020 8709 4300.

Non-emergency repair? Report it through MyHome or contact our Customer Services Team.

Repairs FAQs

How do I report a repair?

You can report repairs by contacting our Customer Services Team or through the MyHome portal for non-emergency repairs. 

What counts as an emergency repair? 

Emergency repairs include gas leaks, serious water leaks, complete loss of heating or hot water, electrical hazards and serious security issues. 

How quickly will my repair be completed? 

Repairs are prioritised depending on urgency. We will explain expected timescales when you report the issue. 

Can I report repairs online? 

Yes. Non-emergency repairs can be reported through the MyHome customer portal. 

What repairs am I responsible for? 

Some minor household maintenance may be your responsibility. Please refer to our repairs responsibilities guidance for more information.

What should I do if I have no heating or hot water? 

Please contact us immediately, particularly during colder weather or if someone vulnerable lives in the property. 

Reporting a repair

You can report repairs by:

  • Using the MyHome customer hub 
  • Calling our Customer Services Team 
  • Contacting us during office hours 

When reporting a repair, please provide:A description of the issue 

  • Access information 
  • Your contact details 
  • Any special circumstances we should be aware of 
Emergency repairs

Emergency repairs are issues that pose an immediate risk to health, safety or security.

Examples include:

  • Gas leaks 
  • Serious water leaks 
  • Electrical hazards 
  • Complete loss of heating or hot water Serious security risks 

Emergency repairs can be reported 24 hours a day, 7 days a week.

Call 020 8709 4300 immediately.

Repair timescales

Repairs are prioritised according to urgency.

Emergency repairs

Issues that present an immediate risk to people, property or security.

Urgent repairs

Repairs that need attention quickly but do not present an immediate danger.

Routine repairs

Non-urgent repairs that can be completed through planned appointments.

We will always aim to complete repairs as quickly as possible and keep you updated if timescales change.

Who is responsible for repairs?

Some repairs are our responsibility and some are yours.

We are responsible for maintaining:

  • The structure and exterior of your home 
  • Heating and hot water systems 
  • Electrical wiring and installations 
  • Plumbing systems 
  • Communal areas 
  • Damp and mould issues 

You are generally responsible for:

  • Internal decoration 
  • Light bulbs 
  • Minor blockages 
  • Your own appliances 
  • Fixtures and fittings you have installed 

Find out more

Your Responsibilities

Damp and mould

We take damp and mould seriously and are committed to ensuring homes remain safe and healthy.

If you are experiencing damp or mould, please report it as soon as possible.

Simple DIY

Some minor issues can be resolved safely without waiting for a repair appointment.

Our DIY guides cover:

  • Unblocking sinks 
  • Resetting boilers 
  • Turning off water supplies 
  • Replacing toilet seats 
  • Changing cylinder locks 
  • Link to Simple DIY guides