Independent · not part of Accent Housing
Accent Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Accent Housing: the repairs phone number and emergency line, reporting a repair online, and how long Accent has to fix it. Accent’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: accentgroup.org
Has Accent Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Accent’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, Accent’s emergency line is here.
How to report
Reporting a repair to Accent Housing
- 01Phone or report online. 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 Accent misses its own target, complain. You may also be able to claim.
- EmailRepairs.Team@AccentGroup.org
Emergency repairs
When to call Accent straight away
Phone Accent straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day, 7 days a week for emergencies. Ask for the Technical Hub. The number is in Accent’s repair contacts.
- 01Total loss of water or a burst water main
- 02Leaking water or heating pipe
- 03Flooding
- 04Total loss of electricity
- 05Gas leak
- 06Blocked main drain
- 07Loss of heating in winter
- 08Lift not working
What counts as an emergency, from accentgroup.org.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Accent.
Timescales
How long Accent Housing has to fix it
Accent’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Accent’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe or completed within 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Serious damp and mould is investigated within 10 working days, with written findings within 3 working days and safety work started within 5 working days. Emergency cases are made safe within 24 hours, and all work must start within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from accentgroup.org and Accent’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Accent’s own target. You could claim compensation.
Start your claimYour options
If Accent Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Accent 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 Accent
This can get Accent to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Accent to put things right. In its recent decisions about Accent, it ordered between £200 and £1,075 in compensation.
How to complain to AccentYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Accent
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Accent
A reply aimed for within 10 working days; complex cases may take longer.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply aimed for within 20 working days (up to 20 more for complex cases).
- Then
Housing Ombudsman
Independent. It can order Accent to put things right.
Accent’s record
How Accent Housing performs on repairs
of Accent tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Accent in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Accent Housing
- How it handled reports of a leaking roof and resulting damp and mould.Maladministration
£1,075 ordered - How it handled repairs to the communal entrance doors.Maladministration
£200 ordered - How it handled a roof leak, damp and mould, and internal repairs.Maladministration
£300 ordered
Sources: Accent tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Accent Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Accent Housing repairs: questions
What is Accent Housing’s repairs number?
0345 678 0555. Open 24 hours a day, 7 days a week for emergencies. Ask for the Technical Hub.
What is Accent Housing’s emergency or out of hours repairs number?
0345 678 0555 (Repairs line (Technical Hub)). Open 24 hours a day, 7 days a week for emergencies. Ask for the Technical Hub.
Can I report a repair to Accent Housing online?
Yes, at accentgroup.org/your-home/repairs-and-maintenance. Non-urgent repairs only, using the form on the page. No account needed.
How long does Accent Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Accent Housing tenants?
Since 27 October 2025, Accent 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. Accent’s own damp and mould commitment: Serious damp and mould is investigated within 10 working days, with written findings within 3 working days and safety work started within 5 working days. Emergency cases are made safe within 24 hours, and all work must start within 12 weeks.
How do I complain about a repair to Accent Housing?
Complain to Accent first, online, by email (customerservices@accentgroup.org) or by phone on 0345 678 0555. A reply aimed for within 10 working days; complex cases may take longer. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Accent Housing?
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 Accent Housing for you. It’s free to check.
Start your claimIs Report Repair part of Accent Housing?
No. Report Repair is independent and not part of Accent Housing or any council or housing association. We show Accent’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 Accent has to fix, by problem
Not Accent?
Other landlords in the North of England
- Arawak Walton Housing Association repairsHousing association
- Arches Housing repairsHousing association
- Barnsley Council repairsCouncil
- believe housing repairsHousing association
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Accent Housing and still waiting?
About 2 minutes. No documents. Free to check.