Repairs to council homes

If you have an issue that requires a repair, you can report it to us online or by telephone.

Report a new issue through Housing online

When you first use the Housing online service, you will need to create an account.

To create an account you will need the following:

• Email address
• Rent account number or Service Charge account number
• Full name – first and last name
• Date of birth
   

Housing online service user guide (PDF, 740KB)

Housing online service, frequently asked questions (PDF 600KB)

Do not report emergency repairs online, call our contact centre on 020 8726 6101.

Report new issue

Report an issue by telephone

You can call our repairs contact centre on 020 8726 6101 to:

• report routine repairs
• change your appointment
• enquire about existing repairs

We're open Monday to Friday from 8am to 6pm. 

Emergency repairs can be reported at any time of the day or night.

Appointments

Appointments for repairs are made from Monday to Friday with an allocated time slot. You will be able to tell us which day or time is most convenient for you and we will, where possible, accommodate this.  

Time slots

Time slots can be chosen within the following days and times:

• Monday to Friday, 8am to 6pm
• Saturday, 9am to 1pm

School run appointments can be made between the hours of 9am and 3pm on weekdays. 

Emergency repairs

Appointment slots do not apply to emergency repairs or jobs that are considered urgent, these will be attended to within 2 hours.

For times outside the time slots and statutory holidays, we will provide an out-of-hours service for emergency repairs only. 

Appointment requirements

Work cannot be carried out without a responsible adult over 18 present. 

A second visit may be required if measurements need to be taken or the repair is not straightforward.

Keeping you informed

In exceptional circumstances, such as during a period of sustained adverse weather, we may need to change the time slot for emergency repairs. We will notify you if this is the case. 

If you have provided us with a mobile number, you will receive a series of text messages to:

• confirm you appointment date and time slot
• remind you the day before the appointment
• let you know the contractors are on their way

You will not receive a text message for emergency repairs.  

When the repair has been completed, you will be sent a short text message survey asking you to confirm if you're satisfied with the work carried out.  

Changes to appointments

If you're unable to keep an appointment, you must give us notice as soon as possible, this will allow us to offer the appointment to another tenant.  

If you miss an appointment

If you are not at home when we attend the appointment, we will try to reach you by phone. We will only contact a third party if you have given us permission to speak to someone else.  

If we are unable to reach you, we will leave a card asking you to contact us. If we do not hear from you within 7 days, the repair will be cancelled.
  
In an emergency, where there is a health and safety issue or there is likely to be considerable damage to your home or you neighbour’s home, access to the property will be taken in line with the law.