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Alliance Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Alliance Homes: the repairs phone number and emergency line, reporting a repair online, and how long Alliance Homes has to fix it. Alliance Homes’s own target for routine repairs is 90 calendar days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: alliancehomes.org.uk
Has Alliance Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Alliance Homes’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, Alliance Homes’s emergency line is here.
How to report
Reporting a repair to Alliance Homes
- 01Phone or report online. You’ll need an account to 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 Alliance Homes misses its own target, complain. You may also be able to claim.
- Emailact@alliancehomes.org.uk
- Damp and mouldReport it in Connect, where you can upload photos and videos, or by phone.
Emergency repairs
When to call Alliance Homes straight away
Phone Alliance Homes straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 8am to 5pm (option 3 for repairs). Call the same number for emergencies out of hours. The number is in Alliance Homes’s repair contacts.
- 01Total loss of water or electricity
- 02Unsafe or overheating electrical fittings
- 03Burst pipes or flooding
- 04Outside door or window that can’t be secured
- 05Gas leak (also call National Grid) or carbon monoxide alarm going off
- 06Blocked main drain or only toilet, causing flooding
- 07Loss of heating or hot water for older or vulnerable tenants between 30 September and 1 May
- 08Lift failure or complete failure of the door entry system
What counts as an emergency, from alliancehomes.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Alliance Homes.
Timescales
How long Alliance Homes has to fix it
Alliance Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Alliance Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency – immediate (P1E) | 2 hoursFor example a major water leak. 4 hours if reported outside office hours (8am to 5pm). | Emergency hazards: investigate and make safe within 24 hours |
| Emergency (P1) | 24 hoursMade safe, even if more work is needed later. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent (P2) | 7 calendar days | No fixed legal limit unless it’s a hazard |
| Non-urgent (P3) | 30 calendar days | No fixed legal limit unless it’s a hazard |
| Routine (P4) | 90 calendar daysJobs needing specialist materials or more than one visit. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Alliance says it will visit within 10 working days of a damp or mould report (24 hours if there is an imminent risk to health), send a report and action plan within 3 working days of the visit, and start safety work within 5 working days where there is a health risk. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from alliancehomes.org.uk and Alliance Homes’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 90 calendar days ago? That’s past Alliance Homes’s own target. You could claim compensation.
Start your claimYour options
If Alliance Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Alliance Homes 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 Alliance Homes
This can get Alliance Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Alliance Homes to put things right. In its recent decisions about Alliance Homes, it ordered £200 in compensation.
How to complain to Alliance HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Alliance Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Alliance Homes
Acknowledged within 5 working days, with a full response within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days of asking to escalate, with a final response within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Alliance Homes to put things right.
Alliance Homes’s record
How Alliance Homes performs on repairs
Sep 2026: The regulator found weaknesses in handling damp and mould, with a high number of open cases and legal timescales not yet consistently met, and many repairs still done outside its published standards.
of Alliance Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Alliance Homes in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Alliance Homes
- How it handled damp on the gable end of the resident’s property.Maladministration
£200 ordered - How it handled reports of damp and mould.Maladministration
Sources: Regulator of Social Housing judgement, 30 September 2026; Alliance Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Alliance Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Alliance Homes repairs: questions
What is Alliance Homes’s repairs number?
0300 012 0120. Monday to Friday, 8am to 5pm (option 3 for repairs). Call the same number for emergencies out of hours.
What is Alliance Homes’s emergency or out of hours repairs number?
0300 012 0120 (Repairs and emergencies). Monday to Friday, 8am to 5pm (option 3 for repairs). Call the same number for emergencies out of hours.
Can I report a repair to Alliance Homes online?
Yes, at connect.alliancehomes.org.uk. Book and reschedule repairs in Connect, the customer portal (log in or register). Phone for emergencies.
How long does Alliance Homes have to fix a repair?
Its own targets run from 2 hours (emergency – immediate (p1e)) to 90 calendar days (routine (p4)). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Alliance Homes tenants?
Since 27 October 2025, Alliance Homes 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. Alliance Homes’s own damp and mould commitment: Alliance says it will visit within 10 working days of a damp or mould report (24 hours if there is an imminent risk to health), send a report and action plan within 3 working days of the visit, and start safety work within 5 working days where there is a health risk.
How do I complain about a repair to Alliance Homes?
Complain to Alliance Homes first, online, by email (act@alliancehomes.org.uk) or by phone on 0300 012 0120. Acknowledged within 5 working days, with a full response within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Alliance Homes?
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 Alliance Homes for you. It’s free to check.
Start your claimIs Report Repair part of Alliance Homes?
No. Report Repair is independent and not part of Alliance Homes or any council or housing association. We show Alliance Homes’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 Alliance Homes has to fix, by problem
Not Alliance Homes?
Other landlords in the South of England
- Arun District Council repairsCouncil
- Ashford Borough Council repairsCouncil
- Aster Group repairsHousing association
- B3Living repairsHousing association
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Alliance Homes and still waiting?
About 2 minutes. No documents. Free to check.