Independent · not part of Abbeyfield Living Society
Abbeyfield Living Society repairs: how to report a repair, phone numbers and timescales
How to report a repair to Abbeyfield Living Society: the repairs phone numbers and emergency line, and how long Abbeyfield has to fix it. Abbeyfield’s own target for routine repairs is 20 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: abbeyfieldliving.org.uk
Has Abbeyfield Living Society been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Abbeyfield’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Abbeyfield’s emergency line is here.
How to report
Reporting a repair to Abbeyfield Living Society
- 01Phone the repairs line. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Abbeyfield misses its own target, complain. You may also be able to claim.
- Emailrepairs@abbeyfield.com
- House staffTell a member of the house staff about the repair.
Emergency repairs
When to call Abbeyfield straight away
Phone Abbeyfield straight away if anything puts someone in danger or leaves your home unsafe. Property emergencies only, outside office hours. In office hours, report repairs to house staff or by email. The number is in Abbeyfield’s repair contacts.
- 01Serious leaks
- 02Loss of heating or power
- 03Someone trapped in a lift
- 04Fire alarm faults
- 05Not being able to secure your home
What counts as an emergency, from abbeyfieldliving.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Abbeyfield.
Timescales
How long Abbeyfield Living Society has to fix it
Abbeyfield’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Abbeyfield’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 to 24 hoursSome emergencies within 4 hours; others the same day or within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 daysUsually completed within 7 days. | No fixed legal limit unless it’s a hazard |
| Follow-on work | 10 daysUsually completed within 10 days after a temporary repair. | No fixed legal limit unless it’s a hazard |
| Routine | 20 daysUsually completed within 20 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from abbeyfieldliving.org.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 days ago? That’s past Abbeyfield’s own target. You could claim compensation.
Start your claimYour options
If Abbeyfield Living Society doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Abbeyfield for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Abbeyfield
This can get Abbeyfield to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Abbeyfield to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Abbeyfield
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Abbeyfield
Acknowledged in writing within 2 working days, with a full written reply within 10 working days.
- Stage 2
Ask for a review
Reviewed by a Director, with a full written reply within 15 working days of acknowledging your request.
- Then
Housing Ombudsman
Independent. It can order Abbeyfield to put things right.
Contacts
Abbeyfield Living Society’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Abbeyfield Living Society repairs: questions
What is Abbeyfield Living Society’s repairs number?
0333 005 0135 (Out of hours) or 0300 131 0777 (Customer Services). Property emergencies only, outside office hours. In office hours, report repairs to house staff or by email.
What is Abbeyfield Living Society’s emergency or out of hours repairs number?
0333 005 0135 (Out of hours · emergencies). Property emergencies only, outside office hours. In office hours, report repairs to house staff or by email.
How long does Abbeyfield Living Society have to fix a repair?
Its own targets run from 4 to 24 hours (emergency) to 20 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Abbeyfield Living Society tenants?
Since 27 October 2025, Abbeyfield must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire.
How do I complain about a repair to Abbeyfield Living Society?
Complain to Abbeyfield first, online, by email (complaints@abbeyfield.com) or by phone on 01727 857536. Acknowledged in writing within 2 working days, with a full written reply within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Abbeyfield Living Society?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Abbeyfield Living Society for you. It’s free to check.
Start your claimIs Report Repair part of Abbeyfield Living Society?
No. Report Repair is independent and not part of Abbeyfield Living Society or any council or housing association. We show Abbeyfield’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Abbeyfield has to fix, by problem
Not Abbeyfield?
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Reported a repair to Abbeyfield Living Society and still waiting?
About 2 minutes. No documents. Free to check.