Independent · not part of Broadacres
Broadacres repairs: how to report a repair, phone numbers and timescales
How to report a repair to Broadacres: the repairs phone number and emergency line, reporting a repair online, and how long Broadacres has to fix it.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: broadacres.org.uk
Has Broadacres been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Broadacres’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, Broadacres’s emergency line is here.
How to report
Reporting a repair to Broadacres
- 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 Broadacres misses its own target, complain. You may also be able to claim.
- My AccountTenants can also report a repair by logging into My Account.
- Damp and mould formOnline form to report damp or mould, on the damp, mould and condensation page.
- Emailinfo@broadacres.org.uk
- FreepostFreepost RRBZ-TATA-BYHL, Broadacres Housing Association, Broadacres House, Mount View, Standard Way, Northallerton, North Yorkshire DL6 2YD (no stamp needed).
Emergency repairs
When to call Broadacres straight away
Phone Broadacres straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8am to 6pm. Out of hours (6pm to 8am, every day) the same number takes emergencies. Charged at a local rate. The number is in Broadacres’s repair contacts.
- 01No power or lights, or an unsafe socket or fitting you need to use
- 02Total loss of heating in winter with no other heating
- 03No hot water, or no water supply at all
- 04Toilet not flushing when it’s your only toilet
- 05A burst pipe you can’t turn off, or water getting into the wiring
- 06A serious leak inside you can’t contain
- 07Outside doors, windows or locks that can’t be secured
- 08Widespread damp and mould affecting your breathing
What counts as an emergency, from broadacres.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Broadacres.
Timescales
How long Broadacres has to fix it
Broadacres’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Broadacres’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttended within 24 hours to make the home safe and, where possible, fully repaired. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Widespread damp and mould that affects your breathing is treated as an emergency, with a visit aimed for within 24 hours. You can report damp and mould using an online form. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from broadacres.org.uk, checked 7 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 Broadacres doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Broadacres 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 Broadacres
This can get Broadacres to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Broadacres to put things right.
How to complain to BroadacresYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Broadacres
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Broadacres
Acknowledged within 5 working days (they aim for the next working day), with a full written reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days (they aim for the next working day).
- Then
Housing Ombudsman
Independent. It can order Broadacres to put things right.
Broadacres’s record
How Broadacres performs on repairs
Oct 2024: The regulator found some weaknesses in how it meets the consumer standards and said improvement is needed; this grade, from an October 2024 inspection, still stands.
of Broadacres tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Broadacres in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 30 October 2024; Broadacres tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Broadacres’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Broadacres repairs: questions
What is Broadacres’s repairs number?
01609 767900. Monday to Friday 8am to 6pm. Out of hours (6pm to 8am, every day) the same number takes emergencies. Charged at a local rate.
What is Broadacres’s emergency or out of hours repairs number?
01609 767900 (Repairs line). Monday to Friday 8am to 6pm. Out of hours (6pm to 8am, every day) the same number takes emergencies. Charged at a local rate.
Can I report a repair to Broadacres online?
Yes, at broadacres.org.uk/your-home/maintenance-repairs/report-a-repair. Form to report a repair or change a repair appointment. No account needed. Phone for emergencies.
How long does Broadacres have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Broadacres tenants?
Since 27 October 2025, Broadacres 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. Broadacres’s own damp and mould commitment: Widespread damp and mould that affects your breathing is treated as an emergency, with a visit aimed for within 24 hours. You can report damp and mould using an online form.
How do I complain about a repair to Broadacres?
Complain to Broadacres first, online, by email (info@broadacres.org.uk) or by phone on 01609 767900. Acknowledged within 5 working days (they aim for the next working day), with a full written 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 Broadacres?
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 Broadacres for you. It’s free to check.
Start your claimIs Report Repair part of Broadacres?
No. Report Repair is independent and not part of Broadacres or any council or housing association. We show Broadacres’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 Broadacres has to fix, by problem
Not Broadacres?
Other landlords in the North of England
- Bury Council repairsCouncil
- Calico Homes repairsHousing association
- Castles & Coasts Housing Association repairsHousing association
- Cheshire West and Chester Council repairsCouncil
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Broadacres and still waiting?
About 2 minutes. No documents. Free to check.