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. Find out more about tenant responsibility for repairs.
If you’re a Camden leaseholder, you’re responsible for all repairs within your home unless you need to report an issue with your communal ventilation and heating. Find out more about leaseholder responsibility for repairs.
Pest issues
If you have a pest issue such as mice, rats or bedbugs, you need to report a pest problem.
Complete checks for heating issues
Most heating problems do not need a repair call-out. Before you report a heating problem you should check if your heating will work when you:
- set your thermostat to about 22 degrees
- set the timer to 'heating on'
- turn radiators on full by turning valves anti-clockwise
Check if your neighbours have the same issue
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.
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 communal heating or hot water repair, contact GEM on 020 8985 0409.
How to report a repair or mould issue
We prioritise emergency repair issues where there's a risk to life or the structure of your home or building. This includes:
- a total loss of drinking water in your home
- a total loss of electricity in your home
- a total loss of heating and hot water in your home, from 1 October to 30 April
- exposed mains electrical wires
- water leaking onto electrics
- collapsing ceiling or collapsing floor in your home
- a beeping carbon monoxide or smoke alarm
If you’re reporting an emergency between 6pm and 8am call 020 7974 4444.
Report online
When you report a repair issue you can book a time that works for you. If possible, you should upload photos. This helps us to prioritise urgent repairs.
If you're reporting an emergency between 8am to 6pm, you’ll be transferred to an agent who'll discuss the issue in more detail.
Before you report a communal repair issue, check if someone has already reported it.
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 8am to 6pm
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 8am to 6pm
Change or cancel an appointment
If you need to change or cancel an appointment, let us know at least 48 hours in advance.
If you reported the issue using our online repairs tool you can change or cancel the appointment using the link in your confirmation email.
If you do not have the email or reported the repair issue in another way, you can change or cancel using WhatsApp, SMS or Live Chat.
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.
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 the repair visit and you should keep young children and pets out of the way until the repair is completed.
Feedback and complaints
After your repair is completed, we’ll send you a brief satisfaction survey. Your views are important to us and we welcome your suggestions to improve our service. You can:
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.