Report a housing repair

Report a gas leak

If you can smell gas, call us on 0808 175 8880.

A gas leak is an emergency and you must:

turn off the gas supply
open windows
not use any electrical switches
not smoke

Before you report a repair issue

Check the following things before reporting a repair issue:

if you’re a Camden tenant, check if a repair is your responsibility
before reporting a repair in a communal area, check if it's already been reported
if a power cut is affecting your entire estate, report it to UK Power Networks
if there is no mains water to your block, contact Thames Water on 0800 316 9800

How to report a repair or mould issue

Report your repair or mould issue online. If possible, upload photos. This helps us prioritise urgent repairs.

If you report an emergency online between 8am and 6pm, we’ll transfer you to an advisor. If you have a repair emergency between 6pm and 8am, call us on 020 7974 4444.

Choose the correct repair type to avoid delays

It's important to choose the correct repair type when making your booking. This means we send the appropriate tradesperson for the job and avoid any delays. If you cannot find your repair issue listed in the options, contact us by live chat.

Report a repair

Contact us by live chat or WhatsApp

View the average wait times for calls and messages

Between 8am and 5pm, you can view call and message volumes and wait times. This helps you choose the best time to contact us.

Live chat

The digital assistant can answer questions or connect you with an advisor. They may ask for photos of the repair issue and will need a reference number if you’re contacting us about an existing repair job.

You can report a repair issue:

between 9am and 5pm
in your preferred language

You cannot:

report a new damp and mould issue, report it online instead

WhatsApp or SMS

Report a repair or ask a question in your preferred language by messaging 07360 277 909. We:

respond to messages within 2 hours
are available 9am to 5pm

How we prioritise repairs

We’ll assess your repair issue and aim to visit within the following timescales:

emergency repairs: within 24 hours
broken lift: within 3 hours
damp and mould: within 24 hours for high-risk cases, or 10 working days
leaks: within 24 hours for an uncontainable leak, or 5 days for a containable leak
non-emergency repairs: within 35 days

We always aim to prioritise emergencies for residents experiencing vulnerabilities.

Read our damp and mould policy.

Track, change or cancel a repair

If you reported an issue using our online repairs tool, you can track or make changes to your appointment.

If you reported a repair another way, you can still track it online. To change or cancel it, use WhatsApp, SMS or live chat.

Where possible, give us at least 48 hours notice if you're changing or cancelling an appointment.

Check the status of a communal repair

Text updates

We send tenants and leaseholders text updates about communal repairs. Find out how to opt in or out of updates.

Heating or hot water issue affecting the communal heating system

Contact the contractor directly if you need an update.

If your repair is being carried out by:

TDK, contact them on 020 7482 5278
BTU, contact them on 020 7499 0602

Prepare for our visit

Make sure the area around the issue is clear of furniture and other belongings.

An adult must be present when we visit. Keep young children and pets away from the area until the repair is complete.

Feedback and complaints

We’ll send you a brief satisfaction survey after your repair is complete. Your views are important to us and we welcome suggestions to improve our service. If you're unhappy with our service, you can also make a complaint.

Repairs performance data

We publish monthly contact data to be open and transparent about our service. We use this information to make decisions and improve your experience across all our channels.

Find out more about housing repairs contact data.