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About our repairs
As your landlord we are responsible for keeping your home in a good condition.
To report a repair call: 0800 035 1991
The number will put you in contact with a Customer Contact Officer. You will need to give details of the problem and you will be told how quickly the repair will be carried out.
A time will be fixed with you to do the work or do an initial inspection.
You can report day to day repairs (excluding out of hours emergencies) from our website.
You can also sign up to your home online. We will issue you with your own personal account details so that you can report and track the process of your repairs online. Please speak to your Resident Services Officer, Housing Support Officer, a Customer Services Officer or a Rents Officer to sign up. You will need to provide a form of ID when you apply.
There are some repairs that you are responsible for fixing. Our Customer Contact Team has a list of repairs that you need to deal with yourself. Click here for details. We can offer advice to help you get the work done.
You can also report a repair in person at our head office, 167a East India Dock Road, E14 0EA.
All repairs must be reported as soon as possible for us to action. It will stop things getting worse and possibly affecting neighbours homes.
Our response times
Emergency repairs
We aim to get to you within one hour and finish repair within 24 hours.
Emergency repairs include:
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premises made insecure by vandalism, racial attack or domestic violence
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blocked drains causing an upsurge into hand basin, bath, sink or WC
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total failure of cold water supply
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total loss of space or water heating
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particial loss of space or water heating between 1 November and 30 April
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toilet not flushing when its the only one
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total loss of electric power
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unsafe power, lighting socket or electrical fitting
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total failure of lighting in shared staircase
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storm, accident or flood damage to the structure
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lift fault
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glazing repair where there is possible security or injury risk
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removal of obscene and racist graffiti from our homes
Urgent repair
We aim to get to you within two calendar days and complete job within three calendar days. Urgent repairs include:
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partial loss of electric power
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partial loss water supply
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partial loss of space or water heating between 1 May and 31 October
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blocked sink, bath or hand basin
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taps that can't be turned
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loose or detached banister or hand rail
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rotten timber flooring or stair tread
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partial failure to lighting in shared staircase
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toilet not flushing where there is another working toilet
Priority repair
We aim to get to you within five calendar days and complete the repair within seven calendar days. Priority repairs include:
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minor leaks to internal water services
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defective individual power points, lights and switches or socket outlets
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roof leaks
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individual door entry system not working
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broken mechnical extractor fan in kitchen or bathroom
Normal repair
We aim to complete these within 28 working days. Normal repairs include:
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renewal or replacement of storage tanks, hot water cylinders, immersion heaters or sanitary ware that is unusable or unsanitary
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repair or renewal of waste water pipes, defective ball values, faulty taps
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repairs to defective central heating appliances not covered by other priorities
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repairs to wooden floors
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reglazing of external windows and doors
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repairs to blocked and leaking gutters and rainwater pipes
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minor repairs to external doors, windows and roofs
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minor repairs to steps and staircases
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repairs to garages, store sheds, locking posts and fences
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