Repairs to council homes

We are experiencing technical issues with our normal phone line. You can contact Axis direct on 0203 597 2085.

There are 2 ways to report a repair

1. Report a new issue through My Account

Report a repair online in My Account - housing. You will need to create an online account, then click on ‘Report it’ and then ‘Housing Repairs’ to log your repair.

Do not report emergency repairs online, call our contact centre on 020 3597 2085.

Report new issue

2. Report a new issue by telephone

You can phone our contact centre on 020 3597 2085. Our contact centre is open 24 hours a day, 365 days a year for reporting all repairs, (including out of hours emergencies), changing appointments or making enquiries regarding existing repairs.

Appointments

Appointments for repairs are Monday to Friday with either a morning or afternoon 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:

Morning slot: 8am to 1pm
Afternoon slot: 12pm to 5pm

Appointment slots are for attendance only, the actual repair may take longer than this to complete.

Appointment slots do not apply to emergency repairs or jobs that are considered urgent – these will be attended to within 2 and 24 hours.

If any measuring is required or the repair is not straight forward we may need to visit before we can carry out the actual repair.

Keeping you informed

If your repair is arranged by Axis Europe and you have provided us with a mobile number, you will receive a series of text messages to:

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

You will not receive a text for emergency or urgent repairs.

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

Changes to appointments

If you are unable to keep an appointment please telephone and let us know as soon as possible.

Giving us as much notice as possible if you need to change the appointment will allow us to offer the appointment to another tenant.