Report a problem as a tenant

If something in your home is damaged or not working, you can report it and ask us to come and repair it.

We can help with repairs in your home or in communal areas. Communal areas include things like:

  • stairs and landings
  • door entry systems
  • lighting
  • drains
  • doors and windows in shared spaces

There are some things we cannot help you to repair. Before you report a problem, find out what we can and cannot help you to repair.

Tell us about a problem

You can tell us about a problem in two ways: online or over the phone.

If your problem is not urgent, the easiest way to ask for a repair is to report it online.

Report a problem online

If your problem is urgent you should call us. Urgent problems are things like a leak that will not stop, or a total loss of electricity.

Telephone: 020 8921 8900 
Monday to Thursday, 9am to 5:30pm
Friday, 9am to 4:30pm

Telephone: 020 8854 8888 at all other times

Telephone: 0808 175 6915 is a free phone line for all new housing repairs, Monday to Friday from 9am to 5pm.

What we mean by emergency, urgent and non-urgent repairs.

Repairs you may have to pay for

If you caused the problem or damage, we may charge you to repair it, for example, if you lose your key or break a window. These are called rechargeable repairs. 

Read about repairs we charge for.