Delays in non-urgent repairs
Due to the coronavirus pandemic, we’re currently working through a backlog of repairs issues, as such non-urgent repairs may take slightly longer to fix than usual. We apologise for any inconvenience this may cause.
Staying safe
Our repair operatives will wear PPE including a face covering.
They will also clean any surfaces touched, and remove any waste and belongings from the work area at the end of each day. They will not ask you to sign to confirm when a repair is complete.
You, the resident, will also be asked to take the following precautions before and during a repairs visit:
- ensure that all areas where we need to work are clear and free from clutter – please wipe down the area with a household disinfectant beforehand and keep windows open to allow ventilation
- allow at least 2 metres distance between yourself and the repair operative at all times, and remain in a separate room while the repair takes place
- leave doors open to allow access to the area where work is taking place
- provide access to handwashing facilities
- keep pets away from the repair operative
In this section, you can find information about how to report a repair for your council home and what timescales you can expect for repairs.
Report a repair via webchat
You can now report a repair to a customer service advisor using our new webchat service. It’s available Monday to Friday, 9am-4.30pm.
Your request or query will usually be dealt with faster than when you call.
Start a webchat by clicking the pink speech bubble symbol on this page.
If you’re a Council tenant or leaseholder, you can:
- book an appointment for a repair
- check on the status of a repair
You’ll need your postcode and door number.
You can also report a repair to us in the following ways:
- phone our repairs contact centre on 020 8356 3691 Monday to Friday 8am – 7pm and Saturdays 9am – 1pm
- chat with us 9am – 4.30pm Monday to Friday (see icon bottom right of screen)
- visit your neighbourhood housing office Monday to Friday 9am – 5pm
If you have an emergency repair when we are closed, you should phone our Repairs Contact Centre on 020 8356 3691.
Examples of emergency repairs carried out when we are closed include:
- flood, fire or explosion damage
- access to get back into your property for vulnerable tenants, however we will charge you for doing this
- major plumbing and electrical faults resulting in large scale water loss or power loss
Gas leaks should be reported to National Grid.
- UK Power Network: 0800 028 0247
- National Grid: 0800 111 999
- Thames Water: 0800 714 614
Repair timescales
We have target times to carry out any repairs that we are responsible for. Repairs are categorised into the following 4 priorities.
We will tell you the priority of your repair when you report it. Where the repair requires additional work or scaffolding, the repairs timescales will not apply.
We will attend to an immediate repair within two hours to make sure that there is no danger to residents or serious damage to property.
Where further repair work is necessary, a follow-up visit will be arranged to complete the repair. Examples of immediate repairs include:
- flooding
- danger to life and limb
We will attend to an emergency repair within 24 hours to make sure that there is no danger to residents or serious damage to property.
Where further repair work is necessary, a follow-up visit will be arranged to complete the repair. Examples of emergency repairs include:
- water leaks where uncontrollable
- blocked toilet where you have no other toilet
We will attend to an urgent repair within 5 working days.
We will attend to a normal repair within 21 working days.
An example of a normal repair would be replacing tap washers.
Repair responsibilities
We are responsible for maintaining and repairing the structure and outside of your home and any fittings we have provided.
Your repair responsibility depends on whether you are a tenant or leaseholder.
Home contents insurance
You are responsible for insuring the contents of your home.
We have set up a home contents insurance scheme. Premiums are from as little as £1.27 per week for a £9,000 sum insured.
What you can expect from us
Our approach is to:
- provide a one stop shop for maintenance through the repairs contact centre
- provide an emergency repairs service 24 hours a day, seven days a week
- provide all residents with details of council repair policies, including details of the repairs that are the responsibility of the Council and those that are a tenant or leaseholder’s responsibility
- provide a friendly and efficient service when you contact the Repairs Contact Centre to report a repair
- we will make an order straight away to the appropriate trade, provide a job number for reference and agree a convenient appointment to do the work
- we will issue an order the day a repair is reported, unless it is necessary to inspect the job first
- we will offer a morning (between 8am and 1pm), afternoon (between 12 noon and 4.15pm), Monday to Friday appointment for all non-urgent repairs
How to tackle common problems and planned works
You can also find information about planned works that we carry out from time to time to keep our buildings in good condition.
Page updated on: 14 January 2022