Repairs

This page is for council tenants and leaseholders.

 

Report a repair online

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.

Report a repair online

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) on 0800 371 787.

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.

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

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.

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

How to tackle common problems and planned works

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.

See Alternative disrepair resolution scheme.

Page updated on: 17 May 2024

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