Independent · not part of bpha
bpha repairs: how to report a repair, phone numbers and timescales
How to report a repair to bpha: the repairs phone number and emergency line, reporting a repair online, and how long bpha has to fix it. Bpha’s own target for routine repairs is 90 calendar days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: bpha.org.uk
Has bpha been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet bpha’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, bpha’s emergency line is here.
How to report
Reporting a repair to bpha
- 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 bpha misses its own target, complain. You may also be able to claim.
- WhatsApp01234 923233
- Email (non-emergency repairs)repairs@bpha.org.uk
- Gas heating and hot waterbpha’s heating contractor TSG: 0800 111 4044
Emergency repairs
When to call bpha straight away
Phone bpha straight away if anything puts someone in danger or leaves your home unsafe. Monday to Thursday 8am to 5pm, Friday 8am to 4:30pm. Emergencies out of hours on the same number. The number is in bpha’s repair contacts.
- 01No power, or an electrical hazard
- 02No heating or hot water
- 03A leak you can’t control or a burst water pipe
- 04Broken windows or doors
- 05Extensive damp or mould in the main living areas
- 06Structural damage
- 07The fire service has been to your home
- 08Severe weather damage, such as from gale-force winds or lightning
What counts as an emergency, from bpha.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell bpha.
Timescales
How long bpha has to fix it
bpha’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | bpha’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAim to visit within 4 hours and make safe within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 calendar daysAim to attend and complete. | No fixed legal limit unless it’s a hazard |
| Routine | 28 calendar daysAim to attend and complete. | No fixed legal limit unless it’s a hazard |
| Non-routine | 90 calendar daysBigger jobs that need more than one visit or trade. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Investigate a reported damp or mould hazard within 14 calendar days and start repairs within 7 calendar days of the written investigation; emergency hazards repaired within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from bpha.org.uk, checked 5 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 bpha’s own target. You could claim compensation.
Start your claimYour options
If bpha doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with bpha 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 bpha
This can get bpha to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order bpha to put things right. In its recent decisions about bpha, it ordered between £200 and £400 in compensation.
How to complain to bphaYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to bpha
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to bpha
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Ask to escalate within 20 working days of the stage 1 reply; acknowledged within 5 working days, with a final reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order bpha to put things right.
bpha’s record
How bpha performs on repairs
Jul 2026: The regulator found bpha is delivering the consumer standards overall, with effective health and safety compliance, good repairs and maintenance, and fair complaint handling.
of bpha tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about bpha in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about bpha
- How it handled damp and mould.Maladministration
£400 ordered - How it handled roof leak reports.Maladministration
£350 ordered - How it handled communal repairs.Service failure
£200 ordered
Sources: Regulator of Social Housing judgement, 29 July 2026; bpha tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
bpha’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
bpha repairs: questions
What is bpha’s repairs number?
0330 100 0272. Monday to Thursday 8am to 5pm, Friday 8am to 4:30pm. Emergencies out of hours on the same number.
What is bpha’s emergency or out of hours repairs number?
0330 100 0272 (Repairs line). Monday to Thursday 8am to 5pm, Friday 8am to 4:30pm. Emergencies out of hours on the same number.
Can I report a repair to bpha online?
Yes, at my.bpha.org.uk. Report non-emergency repairs any time through your online account. Phone for emergencies.
How long does bpha have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 calendar days (non-routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for bpha tenants?
Since 27 October 2025, bpha 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. bpha’s own damp and mould commitment: Investigate a reported damp or mould hazard within 14 calendar days and start repairs within 7 calendar days of the written investigation; emergency hazards repaired within 24 hours.
How do I complain about a repair to bpha?
Complain to bpha first, online, by email (complaints@bpha.org.uk) or by phone on 0330 100 0272. Acknowledged within 5 working days, with a reply 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 bpha?
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 bpha for you. It’s free to check.
Start your claimIs Report Repair part of bpha?
No. Report Repair is independent and not part of bpha or any council or housing association. We show bpha’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 bpha has to fix, by problem
Not bpha?
Other landlords in the South of England
- Brentwood Borough Council repairsCouncil
- Brighter Places repairsHousing association
- Brighton & Hove City Council repairsCouncil
- Bristol City Council repairsCouncil
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to bpha and still waiting?
About 2 minutes. No documents. Free to check.