Independent · not part of B3Living
B3Living repairs: how to report a repair, phone numbers and timescales
How to report a repair to B3Living: the repairs phone numbers and emergency line, and how long B3Living has to fix it. B3Living’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: b3living.org.uk
Has B3Living been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet B3Living’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, B3Living’s emergency line is here.
How to report
Reporting a repair to B3Living
- 01Phone the repairs line. 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 B3Living misses its own target, complain. You may also be able to claim.
- Freephone0300 100 0023 if you have no phone credit (Monday to Friday, 9am to 5pm).
- myB3Living app and live chatReport non-emergency repairs through the myB3Living app or live chat on the website. Don’t report emergencies online.
- Emailenquiries@b3living.org.uk
Emergency repairs
When to call B3Living straight away
Phone B3Living straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 9am to 5pm. Out of hours, calls are put through to the emergency out-of-hours service. The number is in B3Living’s repair contacts.
- 01A major leak you can’t control
- 02Total loss of power
- 03No heating or hot water in winter, or when someone vulnerable lives with you
- 04You can’t lock your home
- 05Your only bath, shower or toilet is blocked
- 06Flooding in your home
What counts as an emergency, from b3living.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell B3Living.
Timescales
How long B3Living has to fix it
B3Living’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | B3Living’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe first; it may not be fully fixed on the first visit. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 10 working days | No fixed legal limit unless it’s a hazard |
| Routine | 20 working daysA new date is agreed if you aren’t available. | No fixed legal limit unless it’s a hazard |
| Major works | 4 weeks’ noticeFor example a new kitchen. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | B3Living says it takes damp and mould seriously: it will talk through your concerns, send its own team to treat the problem where it can, and book a specialist visit where it can’t. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from b3living.org.uk and B3Living’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 20 working days ago? That’s past B3Living’s own target. You could claim compensation.
Start your claimYour options
If B3Living doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with B3Living 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 B3Living
This can get B3Living to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order B3Living to put things right. In its recent decisions about B3Living, it ordered £150 in compensation.
How to complain to B3LivingYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to B3Living
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to B3Living
Acknowledged within 5 working days, aiming to finish the investigation within 10 working days.
- Stage 2
Ask for a review
A senior manager reviews it: acknowledged within 5 working days, aiming to finish within 20 working days.
- Then
Housing Ombudsman
Independent. It can order B3Living to put things right.
B3Living’s record
How B3Living performs on repairs
Sep 2025: After an inspection, the regulator found B3Living is delivering the consumer standards, including safe homes, accurate stock records, an effective repairs service and fair, prompt complaint handling.
of B3Living tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about B3Living in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about B3Living
- How it handled a report of a ceiling collapse.Maladministration
£150 ordered
Sources: Regulator of Social Housing judgement, 24 September 2025; B3Living tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
B3Living’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
B3Living repairs: questions
What is B3Living’s repairs number?
01992 453700 (Repairs line) or 020 8370 4500 (No heating or hot water in winter (Oakrays)). Monday to Friday 9am to 5pm. Out of hours, calls are put through to the emergency out-of-hours service.
What is B3Living’s emergency or out of hours repairs number?
01992 453700 (Repairs line). Monday to Friday 9am to 5pm. Out of hours, calls are put through to the emergency out-of-hours service.
How long does B3Living have to fix a repair?
Its own targets run from 24 hours (emergency) to 4 weeks’ notice (major works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for B3Living tenants?
Since 27 October 2025, B3Living 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. B3Living’s own damp and mould commitment: B3Living says it takes damp and mould seriously: it will talk through your concerns, send its own team to treat the problem where it can, and book a specialist visit where it can’t.
How do I complain about a repair to B3Living?
Complain to B3Living first, online, by email (enquiries@b3living.org.uk) or by phone on 01992 453700. Acknowledged within 5 working days, aiming to finish the investigation within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from B3Living?
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 B3Living for you. It’s free to check.
Start your claimIs Report Repair part of B3Living?
No. Report Repair is independent and not part of B3Living or any council or housing association. We show B3Living’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 B3Living has to fix, by problem
Not B3Living?
Other landlords in the South of England
- Babergh and Mid Suffolk councils repairsCouncil
- Basildon Council repairsCouncil
- BCHA repairsHousing association
- BCP Council repairsCouncil
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to B3Living and still waiting?
About 2 minutes. No documents. Free to check.