Independent · not part of believe housing
believe housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to believe housing: the repairs phone number and emergency line, reporting a repair online, and how long believe housing has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: believehousing.co.uk
Has believe housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet believe housing’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, believe housing’s emergency line is here.
How to report
Reporting a repair to believe 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 believe housing misses its own target, complain. You may also be able to claim.
- Emailhello@believehousing.co.uk
- Live chatOn the believe housing website, Monday to Friday 9am to 4pm.
- Appbelieve housing customer app.
Emergency repairs
When to call believe housing straight away
Phone believe housing straight away if anything puts someone in danger or leaves your home unsafe. Open 24/7 for emergencies. Other calls Monday to Thursday 8:30am to 5pm, Friday 8:30am to 4:30pm. The number is in believe housing’s repair contacts.
- 01Total loss of water supply
- 02Total loss of heating (1 October to 31 March)
- 03Dangerous structures, such as a collapsed wall or ceiling
- 04Doors or windows that won’t lock or secure
What counts as an emergency, from believehousing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell believe housing.
Timescales
How long believe housing has to fix it
believe housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | believe housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursResponded to and made safe. | Emergency hazards: investigate and make safe within 24 hours |
| Appointable | 28 working daysFrom reporting to finishing the work, at a time that suits you. | No fixed legal limit unless it’s a hazard |
| Planned | 60 working daysRepairs that need specialist materials or equipment. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from believehousing.co.uk, checked 5 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 claimYour options
If believe housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with believe housing 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 believe housing
This can get believe housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order believe housing to put things right. In its recent decisions about believe housing, it ordered between £325 and £729 in compensation.
How to complain to believe housingYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to believe housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to believe housing
Acknowledged within 5 working days, with a full written reply within 10 working days of that.
- Stage 2
Ask for a review
Ask for a review within six months; a senior adviser will reply within 20 working days of acknowledging it.
- Then
Housing Ombudsman
Independent. It can order believe housing to put things right.
believe housing’s record
How believe housing performs on repairs
of believe housing tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about believe housing in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about believe housing
- How it handled concerns about repairs, damp and mould in the property.Service failure
£325 ordered - How it handled reports of a leaking window, concerns about a lack of insulation and ventilation in the loft, and damp and mould.Maladministration
£728.95 ordered
Sources: believe housing tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
believe housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
believe housing repairs: questions
What is believe housing’s repairs number?
0300 131 1999. Open 24/7 for emergencies. Other calls Monday to Thursday 8:30am to 5pm, Friday 8:30am to 4:30pm.
What is believe housing’s emergency or out of hours repairs number?
0300 131 1999 (Repairs line). Open 24/7 for emergencies. Other calls Monday to Thursday 8:30am to 5pm, Friday 8:30am to 4:30pm.
Can I report a repair to believe housing online?
Yes, at portal.believehousing.co.uk. Report non-emergency repairs through your customer portal account. Phone for emergencies.
How long does believe housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for believe housing tenants?
Since 27 October 2025, believe housing 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.
How do I complain about a repair to believe housing?
Complain to believe housing first, online, by email (hello@believehousing.co.uk) or by phone on 0300 131 1999. Acknowledged within 5 working days, with a full written reply 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 believe 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 believe housing for you. It’s free to check.
Start your claimIs Report Repair part of believe housing?
No. Report Repair is independent and not part of believe housing or any council or housing association. We show believe housing’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 believe housing has to fix, by problem
Not believe housing?
Other landlords in the North of England
- Bernicia repairsHousing association
- Beyond Housing repairsHousing association
- Blackpool Council repairsCouncil
- Bolton at Home repairsHousing association
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to believe housing and still waiting?
About 2 minutes. No documents. Free to check.