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

Check who's responsible for a repair

If you’re a Camden tenant, check if a repair is your responsibility before you report it.

Block or estate issues

If a power cut is affecting your entire estate, report it to UK Power Networks.

If there's no mains water to your block, contact Thames Water on 0800 316 9800.

Check if a communal repair has been reported

Before reporting a communal repair issue, check if someone has already reported it.

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

How to report a repair or mould issue

Report repair issues online from 8am to 6pm. You can book a time that works for you and track your repair. If possible, upload photos. This helps us prioritise urgent repairs.

If you’re reporting an emergency, we’ll transfer you to a member of staff.

Choose the correct repair type to avoid delays

If you choose the wrong repair type, the wrong tradesperson will be sent and your repair will take longer. If you cannot find your repair issue listed in the options, contact us by webchat.

Report a repair

Reporting an emergency outside normal working hours

If you’re reporting an emergency between 6pm and 8am, call 020 7974 4444.

View the average wait times for calls and messages

Between 8am and 5pm, you can see how many calls and messages are waiting to be answered and the average wait time. This can help you choose the best time to contact us.

Live Chat

Report a repair or ask a question in your preferred language using the Live Chat button on the screen. We:

respond to 90% of messages within 2 minutes
are available 9am to 5pm

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 the repair issue in a different way, you can change or cancel using WhatsApp, SMS or Live Chat.

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

Get an update on your reported heating or hot water issue

If you need an update for a heating or hot water repair and your boiler is in your home, contact BTU on 020 7499 0602.

If you need an update for a heating or hot water repair and you're connected to a communal heating system, contact GEM on 020 8985 0409.

Get ready for our visit

Make sure that when we visit, the area around the issue is clear of furniture and other belongings.

An adult must be present during our visit and you should keep young children and pets away from the area until the repair is completed.

Feedback and complaints

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

Repairs performance data

View call and message wait times