Report a housing repair

Report a new repair or enquire about a current or completed repair

Report a new repair

Despite lockdown restrictions easing, many residents are understandably concerned about the threat of Coronavirus. That is why measures remain in place to keep you and our staff safe.

To report a new repair or find out about a repair you’ve already reported, you don’t need to visit us, you can use the form below to report a repair.

We aim to contact you within five working days with advice on what will happen next.

Report a new repair

Alternatively you can either phone or email us to report a repair.

If you are a Lancaster West resident you can report a repair online by visiting the WeAreW11 website.

We are now undertaking routine repairs for tenants who are not shielding or self-isolating. We will only undertake these repairs with your agreement. 

We appreciate that having anyone enter your home at this time can still be unsettling and distressing. We will take all possible precautions and continue to deliver urgent and emergency repairs for everyone.

Self-isolating or in a high risk group

If you are self-isolating or in a high-risk group and you need us to attend to a routine repair, please feel free to call us on 0800 137 111 or email us at [email protected].

Safety measures in reception areas

Our reception areas at 292a Kensal Road and Blantyre Street are open for essential appointments only. There will be safety measures in place when our public receptions open. These include:

  • protective screens at our reception counters and in our interview rooms
  • floor walkers to assist with maintaining social distancing guidelines
  • access limited to those with appointments only

For your safety and the safety of our staff, we will continue to restrict the number of people we are able to see at receptions and therefore access will be by appointment only. 

Appointments will only be provided in very limited circumstances, such as where there is complex tenancy or rent issues, or an urgent need to collect keys or fobs. We will not be able to deal with rent queries from our public receptions. Visitors without an appointment will not be seen.

If you feel there is an essential reason to see someone, please make an appointment by phoning 0800 137 111 or by emailing [email protected].

Emergency repairs

If you need to report an emergency repair, or you need assistance please call us via our Customer Service Centre on 0800 137 111 or 020 3617 7080.

Enquire about a repair in progress or a repair that has been completed

If we have attended an emergency repair and need to do more work, we will contact you. It can take around 5 days for us to arrange the additional works, so you wont need to contact us if the emergency was within the last 5 days.  

To ask us about the progress of a repair, you can either email us at [email protected] or use the form below. 

Enquire about an existing repair


Communal repairs

Visit our communal repairs page for more information.

Last updated: 23 February 2023