Independent · not part of Advance Housing and Support
Advance Housing and Support repairs: how to report a repair, phone numbers and timescales
How to report a repair to Advance Housing and Support: the repairs phone number and emergency line, reporting a repair online, and how long Advance has to fix it. Advance’s own target for routine repairs is 28 calendar days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: advanceuk.org
Has Advance Housing and Support been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Advance’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, Advance’s emergency line is here.
How to report
Reporting a repair to Advance Housing and Support
- 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 Advance misses its own target, complain. You may also be able to claim.
- Out-of-hours emailFor out-of-hours emergencies you can also email emergencyrepairs@orbisprotect.com.
- MyAdvanceReport a repair 24/7 through your MyAdvance online account.
Emergency repairs
When to call Advance straight away
Phone Advance straight away if anything puts someone in danger or leaves your home unsafe. Customer Services, Monday to Friday 8.30am to 4.30pm (call-back available). The same number takes out-of-hours emergencies. The number is in Advance’s repair contacts.
- 01Gas leak (call the gas emergency line first)
- 02Bare electrical wiring
- 03Overflowing sewage
- 04Broken outside door leaving the home insecure
- 05Burst pipes or severe leaks
- 06No heating in severe weather
- 07No hot water
What counts as an emergency, from advanceuk.org.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Advance.
Timescales
How long Advance Housing and Support has to fix it
Advance’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Advance’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Out of hours | 2 hoursContact made within 2 hours. | No fixed legal limit unless it’s a hazard |
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 28 calendar days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Report damp and mould like any repair; Advance will come and clear it, check for causes such as leaks or faulty vents and gutters, and give advice on reducing condensation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from advanceuk.org and Advance’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past Advance’s own target. You could claim compensation.
Start your claimYour options
If Advance Housing and Support doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Advance 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 Advance
This can get Advance to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Advance to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Advance
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Advance
A reply within 10 working days, which can be extended by up to 10 more if you’re told why.
- Stage 2
Ask for a review
A reply within 20 working days, which can be extended by up to 20 more if you’re told why.
- Then
Housing Ombudsman
Independent. It can order Advance to put things right.
Advance’s record
How Advance Housing and Support performs on repairs
Jun 2026: The regulator found weaknesses in the repairs service, including poor repairs data and contractor oversight, so Advance could not always show emergency work and damp and mould hazards were dealt with on time, plus gaps in anti-social behaviour reporting.
of Advance tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 24 June 2026; Advance tenant satisfaction measures 2024/25.
Contacts
Advance Housing and Support’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Advance Housing and Support repairs: questions
What is Advance Housing and Support’s repairs number?
0333 012 4307. Customer Services, Monday to Friday 8.30am to 4.30pm (call-back available). The same number takes out-of-hours emergencies.
What is Advance Housing and Support’s emergency or out of hours repairs number?
0333 012 4307 (Repairs line). Customer Services, Monday to Friday 8.30am to 4.30pm (call-back available). The same number takes out-of-hours emergencies.
Can I report a repair to Advance Housing and Support online?
Yes, at advanceuk.org/report-a-repair. Online forms to report a new repair or follow up an existing one. You can also report repairs 24/7 through your MyAdvance account.
How long does Advance Housing and Support have to fix a repair?
Its own targets run from 2 hours (out of hours) to 28 calendar days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Advance Housing and Support tenants?
Since 27 October 2025, Advance 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. Advance’s own damp and mould commitment: Report damp and mould like any repair; Advance will come and clear it, check for causes such as leaks or faulty vents and gutters, and give advice on reducing condensation.
How do I complain about a repair to Advance Housing and Support?
Complain to Advance first, online, by email (customer.services@advanceuk.org) or by phone on 0333 012 4307. A reply within 10 working days, which can be extended by up to 10 more if you’re told why. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Advance Housing and Support?
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 Advance Housing and Support for you. It’s free to check.
Start your claimIs Report Repair part of Advance Housing and Support?
No. Report Repair is independent and not part of Advance Housing and Support or any council or housing association. We show Advance’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 Advance has to fix, by problem
Not Advance?
Other landlords in the South of England
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Reported a repair to Advance Housing and Support and still waiting?
About 2 minutes. No documents. Free to check.