Independent · not part of Arches Housing
Arches Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Arches Housing: the repairs phone number and emergency line, reporting a repair online, and how long Arches has to fix it. Arches’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: archeshousing.org.uk
Has Arches Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Arches’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, Arches’s emergency line is here.
How to report
Reporting a repair to Arches Housing
- 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 Arches misses its own target, complain. You may also be able to claim.
- Emailrepairs@archeshousing.org.uk
- Damp and mould formOnline form to report damp, mould or condensation: archeshousing.org.uk/report-damp-mould-or-condensation
- Live chatLive chat on the Arches website during opening times.
Emergency repairs
When to call Arches straight away
Phone Arches straight away if anything puts someone in danger or leaves your home unsafe. Office hours Monday, Tuesday, Thursday and Friday 9am to 5pm, Wednesday 12.30pm to 5pm. Emergencies at any time: out of hours, follow the instructions on the line. The number is in Arches’s repair contacts.
- 01No heating or hot water between November and April with no other way to heat or get hot water
- 02Total loss of power, water or gas
- 03Unsafe electrics
- 04Flooding, a severe leak, or water coming through a roof or ceiling
- 05A blocked or leaking toilet or drain when it’s your only toilet
- 06A door or window that won’t close, leaving the home insecure
- 07Gas leaks
- 08Storm or fire damage, or a dangerous structure
What counts as an emergency, from archeshousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Arches.
Timescales
How long Arches Housing has to fix it
Arches’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Arches’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursComplicated jobs may be made safe within 24 hours and finished later. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 days | No fixed legal limit unless it’s a hazard |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Arches will inspect, complete a home assessment with you to find the cause, agree next steps and book in any works. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from archeshousing.org.uk and Arches’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 days ago? That’s past Arches’s own target. You could claim compensation.
Start your claimYour options
If Arches Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Arches 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 Arches
This can get Arches to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Arches to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Arches
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Arches
Acknowledged within 5 working days, with a reply within 10 working days of that (20 at most if extended).
- Stage 2
Ask for a review
Reviewed by a director, acknowledged within 5 working days, with a reply within 20 working days of that (40 at most if extended).
- Then
Housing Ombudsman
Independent. It can order Arches to put things right.
Arches’s record
How Arches Housing performs on repairs
of Arches tenants were satisfied with the repairs service in 2024/25.
Contacts
Arches Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Arches Housing repairs: questions
What is Arches Housing’s repairs number?
0114 228 8100. Office hours Monday, Tuesday, Thursday and Friday 9am to 5pm, Wednesday 12.30pm to 5pm. Emergencies at any time: out of hours, follow the instructions on the line.
What is Arches Housing’s emergency or out of hours repairs number?
0114 228 8100 (Repairs line). Office hours Monday, Tuesday, Thursday and Friday 9am to 5pm, Wednesday 12.30pm to 5pm. Emergencies at any time: out of hours, follow the instructions on the line.
Can I report a repair to Arches Housing online?
Yes, at Arches customer portal. Request a repair through the Arches customer portal. You need an account.
How long does Arches 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 Arches Housing tenants?
Since 27 October 2025, Arches 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. Arches’s own damp and mould commitment: Arches will inspect, complete a home assessment with you to find the cause, agree next steps and book in any works.
How do I complain about a repair to Arches Housing?
Complain to Arches first, online, by email (info@archeshousing.org.uk) or by phone on 0114 228 8100. Acknowledged within 5 working days, with a reply within 10 working days of that (20 at most if extended). If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Arches 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 Arches Housing for you. It’s free to check.
Start your claimIs Report Repair part of Arches Housing?
No. Report Repair is independent and not part of Arches Housing or any council or housing association. We show Arches’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 Arches has to fix, by problem
Not Arches?
Other landlords in the North of England
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- believe housing repairsHousing association
- Bernicia repairsHousing association
- Beyond Housing repairsHousing association
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Arches Housing and still waiting?
About 2 minutes. No documents. Free to check.