Report a repair

Before you report a repair, you'll need to check who's responsible for it.

Call us to report a repair

To report a repair, please call us on 020 8496 3000.

Report a repair online using our new Resident Portal or find out how to use our Resident Portal.

If you are a:

council leaseholder: you are currently unable to create an account for the portal; however, we will be making the portal available to council leaseholders in the coming months
resident living in Temporary Accommodation: you are currently unable to create an account for the portal; if you need to report a repair for your property, please contact your landlord directly

Emergency repairs

Emergency repairs are necessary to prevent serious damage to your building, danger to health and safety or risk of serious loss or damage to your property. There are two types of emergency repair ‘Critical’ Emergency Repairs and ‘Essential’ Emergency Repairs.

Critical emergency repairs

We aim to attend to and repair or make safe critical emergency repairs within 4 hours. Critical emergency repairs include, but are not restricted to the following

Severe leaks
Full Electrical failure
Break-ins were property insecure
Fire damage
Full water failure (after establishing not common to the local area)
External door/gate jammed shut (not due to loss of keys and only where there is no alternative route of exit)
Severe communal hazard where several people could be exposed (e.g. open wires)
Exposed raw sewage (not a blocked toilet, but overflowing)
Structural collapse (e.g. ceiling can be made safe)
Lift failure
Fire Alarm Activation
Communal heating system failure (multiple properties)

Essential emergency repairs

We aim to repair or make safe essential emergency repairs within 24 hours. Essential emergency repairs include, but are not restricted to the following

Partial loss of electric power
Blocked sink or bath
Cannot turn the tap off
Loose handrails
The mechanical Extractor fan internal to the kitchen and bathroom is not working
Repair to defective front or back door
Contained leak
Defective toilet cistern and overflow
Repairs to ground-floor windows where a security risk

Awaab’s Law has introduced new requirements on social landlords in relation to emergency hazards. Whilst we aim to complete all emergency repairs within 24 hours, whether they are considered an emergency hazard as defined by Awaab’s Law will depend on the individual circumstances of risk posed by the hazard itself and the circumstances of the household, as some people may be more vulnerable to a specific hazard. Read more about the requirements of Awaab’s Law here.

Routine (non-emergency) repairs

We aim to complete all other types of repairs, including communal repairs within 28 days. This does not include repairs that are part of a planned or cyclical programme of works.

Adaptations in the home

If you are a council tenant seeking support with adaptations to your home, please visit our adapting your home website page for more information.