Independent · not part of Brighter Places
Brighter Places repairs: how to report a repair, phone numbers and timescales
How to report a repair to Brighter Places: the repairs phone number, reporting a repair online, and how long Brighter Places has to fix it. Brighter Places’s own target for routine repairs is 28 days.
Other names: United Communities, Solon South West, United Housing Association, Bristol Community Housing Foundation
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: brighterplaces.co.uk
Has Brighter Places been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Brighter Places’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, Brighter Places’s repair line is here.
How to report
Reporting a repair to Brighter Places
- 01Phone or 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 Brighter Places misses its own target, complain. You may also be able to claim.
- Emailinfo@brighterplaces.co.uk, any time.
- British Sign LanguageContact the customer service team through a live BSL interpreter (SignVideo) from the Contact page.
Emergency repairs
When to call Brighter Places straight away
Phone Brighter Places straight away if anything puts someone in danger or leaves your home unsafe. The number is in Brighter Places’s repair contacts.
- 01Faulty gas appliances, pipework or flues
- 02Electrical hazards or shocks
- 03Loss of hot or cold water not caused by the public supply
- 04Burst pipes, or overflowing sewage or drains
- 05Broken doors or windows leaving your home insecure or unsafe
- 06Broken heating or no hot water
- 07Faulty fire alarms or fire safety systems
- 08Damaged asbestos, or faulty lifts or stairlifts
What counts as an emergency, from brighterplaces.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Brighter Places.
Timescales
How long Brighter Places has to fix it
Brighter Places’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Brighter Places’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursHome made safe within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Non-emergency | 28 daysA date confirmed within 24 hours of reporting, and the repair completed within 28 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Immediate action to make your home safe, with somewhere to stay if it can’t be; emergency repairs started within 24 hours; the cause investigated within 10 days and results shared within 3 working days; further work done within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from brighterplaces.co.uk, 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 Brighter Places’s own target. You could claim compensation.
Start your claimYour options
If Brighter Places doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Brighter Places 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 Brighter Places
This can get Brighter Places to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Brighter Places to put things right.
How to complain to Brighter PlacesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Brighter Places
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Brighter Places
Acknowledged within 5 working days, with an outcome letter within 10 working days of that.
- Stage 2
Ask for a review
Ask within 15 days of the stage 1 reply. Acknowledged within 5 working days, with a final reply from a director within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Brighter Places to put things right.
Brighter Places’s record
How Brighter Places performs on repairs
Sep 2026: The regulator found weaknesses: Brighter Places had too many open damp and mould cases and was not consistently meeting legal timescales, and its improving repairs service was not yet delivering consistently for tenants.
of Brighter Places tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Brighter Places in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Brighter Places
- How it handled concerns about leaks affecting the property, the internal temperature and damp and mould.Maladministration
Sources: Regulator of Social Housing judgement, 30 September 2026; Brighter Places tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Brighter Places’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Brighter Places repairs: questions
What is Brighter Places’s repairs number?
0117 942 4600. Office hours: Monday, Tuesday and Thursday 8.30am to 5pm, Wednesday 10.30am to 5pm, Friday 8.30am to 4.30pm. Also the number to call for emergency repairs.
Can I report a repair to Brighter Places online?
Yes, at brighterplaces.co.uk/report-a-repair. Online form for non-emergency repairs, including damp and mould. No login needed. Brighter Places acknowledges within three working days.
How long does Brighter Places have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (non-emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Brighter Places tenants?
Since 27 October 2025, Brighter Places 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. Brighter Places’s own damp and mould commitment: Immediate action to make your home safe, with somewhere to stay if it can’t be; emergency repairs started within 24 hours; the cause investigated within 10 days and results shared within 3 working days; further work done within 12 weeks.
How do I complain about a repair to Brighter Places?
Complain to Brighter Places first, online, by email (feedback@brighterplaces.co.uk) or by phone on 0117 942 4600. Acknowledged within 5 working days, with an outcome letter 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 Brighter Places?
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 Brighter Places for you. It’s free to check.
Start your claimIs Report Repair part of Brighter Places?
No. Report Repair is independent and not part of Brighter Places or any council or housing association. We show Brighter Places’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 Brighter Places has to fix, by problem
Not Brighter Places?
Other landlords in the South of England
- Abri repairsHousing association
- Brighton & Hove City Council repairsCouncil
- Bristol City Council repairsCouncil
- Broadland Housing Association repairsHousing association
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Brighter Places and still waiting?
About 2 minutes. No documents. Free to check.