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  1. 01Damp and mould
  2. 02Leaks
  3. 03Heating or hot water
  4. 04Electrics
  5. 05Windows or doors
  6. 06Pests
  7. 07Structure or roof
  8. 08Something else

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Report Repair · FCA authorised, FRN 830182

Independent · not part of Acis Group

Acis Group repairs: how to report a repair, phone numbers and timescales

How to report a repair to Acis Group: the repairs phone number and emergency line, reporting a repair online, and how long Acis has to fix it.

By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: acisgroup.co.uk

Your repairResidents

Has Acis Group been told about the repair?

Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Acis’s repair contacts

Free 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, Acis’s emergency line is here.

How to report

Reporting a repair to Acis Group

  1. 01Phone or report online. Emergencies are by phone only.
  2. 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
  3. 03Get a reference number. Write it down with the date, and keep photos of the problem.
  4. 04Chase it if it’s late. If Acis misses its own target, complain. You may also be able to claim.
  • MyAcis accountmyacis.acisgroup.co.uk – report and ask about repairs online (login needed).
  • Emailinfo@acisgroup.co.uk (general enquiries, rent and repairs)

Emergency repairs

When to call Acis straight away

Phone Acis straight away if anything puts someone in danger or leaves your home unsafe. For all repairs. Engineers work 8am to 8pm, 7 days a week, with an out-of-hours service for emergencies. The number is in Acis’s repair contacts.

  • 01Dangerous structural faults
  • 02Severe damp and mould that poses an immediate risk to health or safety
  • 03Making safe after fire, flood, lightning or storm damage
  • 04Total loss of electric power
  • 05Water leaks that need turning off at the main stop tap, or a burst water main
  • 06Blocked main drain, soil pipe or only toilet
  • 07Making the home secure, including insecure external doors, locks or ground-floor windows
  • 08Heating or hot water loss between 1 November and 30 April, or total failure of carbon monoxide or smoke alarms

What counts as an emergency, from acisgroup.co.uk.

Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Acis.

Timescales

How long Acis Group has to fix it

Acis’s own targets, next to the legal limits under Awaab’s Law.

Type of repairAcis’s targetLegal limit (Awaab’s Law)
Emergency24 hoursAttended within 24 hours; you need to be at home.Emergency hazards: investigate and make safe within 24 hours
Damp and mould that’s a significant riskIf mould is significant or affecting your health, call Acis straight away and it will arrange a visit to investigate.Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days

Targets from acisgroup.co.uk and Acis’s damp and mould page, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.

Reported a repair and it still isn’t fixed? You could claim compensation.

Start your claim

Your options

If Acis Group doesn’t fix it: your options

Claim compensation

Make a disrepair claim

A law firm on our panel takes it up with Acis 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 fees

Complain

Complain to Acis

This can get Acis to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Acis to put things right.

How to complain to Acis

You can do both: a complaint can carry on while a law firm makes your claim.

Complaining to Acis

Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.

  1. Stage 1

    Complain to Acis

    Someone will contact you within 2 working days on more complex complaints, with a reply aimed for within 10 working days of acknowledgement.

  2. Stage 2

    Ask for a review

    If you’re not happy, a reply within 20 working days (the Code’s limit).

  3. Then

    Housing Ombudsman

    Independent. It can order Acis to put things right.

Acis Group complaints and claims

Acis’s record

How Acis Group performs on repairs

Happy with repairs85%

of Acis tenants were satisfied with the repairs service in 2024/25.

Ombudsman62%

of the Ombudsman’s findings about Acis in 2024/25 were maladministration.

Recent Housing Ombudsman decisions about Acis Group

Sources: Acis tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.

Contacts

Acis Group’s repair contacts

Report to Acis GroupResidents
Repairs line (freephone)0800 027 2057For all repairs. Engineers work 8am to 8pm, 7 days a week, with an out-of-hours service for emergencies.
Onlineacisgroup.co.uk/your-home/repairs-and-maintenanceOnline form for non-urgent repairs, no account needed. Tenants can also report through a MyAcis account.
Ask for a reference number and keep it.

Reported it and still waiting? You could claim compensation.

Start your claim

Questions

Acis Group repairs: questions

What is Acis Group’s repairs number?

0800 027 2057. For all repairs. Engineers work 8am to 8pm, 7 days a week, with an out-of-hours service for emergencies.

What is Acis Group’s emergency or out of hours repairs number?

0800 027 2057 (Repairs line (freephone)). For all repairs. Engineers work 8am to 8pm, 7 days a week, with an out-of-hours service for emergencies.

Can I report a repair to Acis Group online?

Yes, at acisgroup.co.uk/your-home/repairs-and-maintenance. Online form for non-urgent repairs, no account needed. Tenants can also report through a MyAcis account.

How long does Acis Group have to fix a repair?

Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.

What does Awaab’s Law mean for Acis Group tenants?

Since 27 October 2025, Acis 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. Acis’s own damp and mould commitment: If mould is significant or affecting your health, call Acis straight away and it will arrange a visit to investigate.

How do I complain about a repair to Acis Group?

Complain to Acis first, online, by email (info@acisgroup.co.uk) or by phone on 0800 027 2057. Someone will contact you within 2 working days on more complex complaints, with a reply aimed for within 10 working days of acknowledgement. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.

Can I claim compensation from Acis Group?

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 Acis Group for you. It’s free to check.

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Is Report Repair part of Acis Group?

No. Report Repair is independent and not part of Acis Group or any council or housing association. We show Acis’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.

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What Acis has to fix, by problem

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