On this page:
- Responsibility for communal repairs
- Report an emergency repair
- Report a non-emergency repair
- What happens next
- Cancel an appointment
- SMS Service Updates
- Feedback and complaints
- Repairs performance data
Responsibility for communal repairs
We carry out communal repairs to shared areas of a building or estate. This could include a:
- stairway
- door entry system
- lift
- external wall
- window in a shared area
As a tenant or leaseholder, you are responsible for reporting issues and keeping corridors and shared areas clear.
Report an emergency repair
An emergency is a risk to your safety such as:
- a broken lift
- smell of gas
- estate lighting not working on a stairwell or corridor
- a window above the ground floor without a restrictor, a 'jack lock' that stops the window opening
You can report an emergency repair 7 days a week by calling 020 7974 4444.
We will visit your building or estate within 24 hours or within 3 hours for a broken lift. If we need to order parts, we carry out a temporary fix to make the issue safe. The full repair is then completed at a later date.
If you report a repair as an emergency and it isn’t one, our repair staff will not be able to complete the job. You will need to report it as a non-emergency repair.
Report a non-emergency repair
A non-emergency is when something in a communal area is broken, or not working properly. It is not a risk to your safety.
It is important to give the exact location of the problem. This could be the:
- floor or nearest flat number in the block
- nearest entrance to the block including the road it opens on to
How to report a non-emergency repair
You must report all non-emergency repairs online. We need to see photographs or a video of the issue to help us prioritise the repair. You can upload these using WhatsApp or Live Chat.
You can still report using SMS but will not be able to upload photographs or videos.
Live Chat
- Report a repair or ask a question using the Live Chat button at the bottom of the screen
- We aim to respond to you within 2 minutes
- This service is available 8am to 6pm
WhatsApp or SMS
- Report a repair or ask a question by messaging 07360 277 909 in your preferred language
- We aim to respond to you within 1 hour
- This service is available 8am to 6pm
What happens next
Lift repairs
When we receive a broken lift report, an engineer is on-site within 3 hours. They try to get the lift working during this visit, but may need to order parts and make a second visit.
If there are further delays, we will write to you to let you know. If you are vulnerable or need support whilst the lift is not working, contact your Neighbourhood Housing Officer.
The following lifts are being repaired and the contractor has provided estimated dates for their return to service.
- Sidney Boyd Court, Lift 02, 12 November 2024
- 57-89 Camelot House, lift 02,14 November 2024
- 1-16 Gordon Mansions, lift 01, 10 December 2024
- 37-50 Godwin Court, lift 03, 12 November 2024
- Blashford, lift 02, 13 November 2024
- 52-54 Mount Pleasant,lift 02, 10 November 2024
- Burnham, lift 01, 8 November 2024
- Rugmere, lift 01, 13 November 2024
- 11-84 Medway Court, lift 01,13 November 2024
- Chester Court, lift 02, 13 November 2024
- Dorney, lift 02, 15 November 2024
- 1-44 Borrowdale, lift 01, 14 November 2024
- Taplow, lift 01, 14 November 2024
- 1-66 Westerham House, lift 02, 14 November 2024
All other repairs
We prioritise issues that are causing serious discomfort or inconvenience to you or damage to property if they aren’t fixed.
We carry out most repairs within 35 days. We will book a second visit if we need to order special parts.
Service updates
We send proactive SMS updates to residents affected by communal repair issues such as a broken lift or when the communal heating and hot water is affected. We update you on the progress of the repair and when the service returns to normal.
You can opt out of service updates by replying Stop to the message received.
Cancel an appointment
If you've reported an issue that no longer needs repairing, contact us using Live Chat, WhatsApp or SMS.
Feedback and complaints
Your views are important to us and we welcome your suggestions to improve our service.
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 of our channels.
Find out more about housing repairs contact data