Repairs
This page is for council tenants and leaseholders.
Only council tenants can report a repair online. If you’re a council tenant, you can use it to report:
- non-emergency repairs
- internal repairs
If you own the property, you must report a repair via telephone.
If you are reporting an external or communal area repair, you must report the repair via telephone.
Report a repair via telephone
Our repairs telephone number is 020 8356 3691.
You can report emergency repairs 24 hours, 7 days a week.
If your repair is not an emergency, call during our office opening hours:
- Monday, Tuesday, Thursday, Friday – 9am to 5pm
- Wednesday – 9am to 4pm
- Saturday and Sunday – closed
If you can smell gas or have a Carbon Monoxide Detector activation, report it immediately to the Gas Emergency Service on 0800 111 999 or via textphone (minicom) using Relay UK.
You should also report gas leaks to Cadent.
Heating repairs during winter
We operate a 24 hour response timescale for heating and hot water breakdown repairs between 1 November to 30 April. This applies during normal working hours. See the opening times at the bottom of the page.
Winter is the peak season for heating repairs and we experience high call volumes.
Before you report a heating or hot water system repair, you should:
- check you have credit on both your gas and electric meters
- make sure the programmer is turned on for both heating and hot water
- check the radiator valves are turned on
- make sure the room thermostat is turned up
The out of hours service has its own criteria.
If you need help with your energy bills, see energy costs advice – help with the rising cost of living.
Heating repairs outside of winter
Between 1 May and 31 October, we respond to heating repairs in line with our repairs timescales. We prioritise attendance for elderly or vulnerable residents.
Lift breakdown
We service all of our lifts every month.
If a lift breaks down, you can report the issue by calling the Repairs Contact Centre on 020 8356 3691.
We will respond to lift breakdowns within:
- 2 hours between 8am and 6pm Monday to Friday
- 4 hours at other times, if there is no other lift available
If someone is trapped in a lift we will always respond within one hour.
For more information, see the Lift breakdown protocol (google doc).
Repair timescales
For work where the fault or failure does not cause danger to occupants or the public, but needs to be put right to prevent inconvenience to you and keep the property in a reasonable condition.
We will attend to an urgent repair within 5 working days.
Where further repair work is necessary, a follow-up visit will be arranged to complete the repair. Examples of urgent repairs include:
- surveyors appointment following reports of damp and mould
- blocked sink, bath or basin
- tap that can’t be turned
- loose or detached bannister, rotten timber flooring, stair frames
Repair responsibilities
For more information, see our repairs guide (PDF 1.2mb)
What you can expect from us
Alternative disrepair resolution scheme
We have developed an alternative disrepair resolution (ADR) to help speed up the disrepair process for people living in a Hackney Council home.
Repairs Contact Centre
Telephone
Opening times
- Monday, Tuesday, Thursday, Friday – 9am to 5pm (telephone)
- Wednesday – 9am to 4pm (telephone)
- You can call outside office hours to report emergency repairs