Independent · not part of Broadland Housing Association
Broadland Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Broadland Housing Association: the repairs phone number and emergency line, reporting a repair online, and how long Broadland has to fix it.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: broadlandgroup.org
Has Broadland Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Broadland’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, Broadland’s emergency line is here.
How to report
Reporting a repair to Broadland Housing Association
- 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 Broadland misses its own target, complain. You may also be able to claim.
- Emailenq@broadlandgroup.org for routine repairs and damp or mould (replies within 10 working days).
- Online enquiry form‘Report a repair’ option on the contact us page; use a separate form for each repair.
Emergency repairs
When to call Broadland straight away
Phone Broadland straight away if anything puts someone in danger or leaves your home unsafe. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm. Out of hours, calls go through to the emergency repairs service. The number is in Broadland’s repair contacts.
- 01Fire or flood
- 02Gas leaks
- 03Sewage overflowing in your home
- 04Dangerous sockets or switches, or exposed electrical wires
- 05Only toilet in the home blocked
- 06Water leak that can’t be contained
- 07Loss of power or lighting to the whole home
- 08Home can’t be secured, or you’re locked out or locked in
What counts as an emergency, from broadlandgroup.org.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Broadland.
Timescales
How long Broadland Housing Association has to fix it
Broadland’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Broadland’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency (immediate risk) | 4 hoursImmediate risk to health, safety or security. | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hoursFor example, loss of heating or hot water, leaks you can catch in a bowl, or taps that won’t turn off. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Category A | 30 days | No fixed legal limit unless it’s a hazard |
| Category B | 60 days | No fixed legal limit unless it’s a hazard |
| Category C | 90 days | No fixed legal limit unless it’s a hazard |
| Category D | 120 days | No fixed legal limit unless it’s a hazard |
| Category E | 365 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Damp and mould that is an immediate risk is made safe within 24 hours; serious cases are investigated within 10 working days with a written summary within 3 working days, then repairs start promptly. Other cases follow normal repair times. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from broadlandgroup.org and Broadland’s damp and mould page, checked 8 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 Broadland Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Broadland 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 Broadland
This can get Broadland to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Broadland to put things right.
How to complain to BroadlandYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Broadland
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Broadland
Acknowledged within 5 working days, with a full reply within 10 working days of that.
- Stage 2
Ask for a review
Heard by a panel of the chief executive and two board members, with a final reply within 3 working days of the panel meeting.
- Then
Housing Ombudsman
Independent. It can order Broadland to put things right.
Broadland’s record
How Broadland Housing Association performs on repairs
Apr 2025: The regulator found some weaknesses: repair times and satisfaction still need sustained improvement, and tenant scrutiny arrangements need more work.
of Broadland tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Broadland in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 30 April 2025; Broadland tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Broadland Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Broadland Housing Association repairs: questions
What is Broadland Housing Association’s repairs number?
0303 303 0003. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm. Out of hours, calls go through to the emergency repairs service.
What is Broadland Housing Association’s emergency or out of hours repairs number?
0303 303 0003 (Customer Services · repairs and emergencies). Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm. Out of hours, calls go through to the emergency repairs service.
Can I report a repair to Broadland Housing Association online?
Yes, at Tenants Online. Report routine (non-urgent) repairs online. Phone for emergencies.
How long does Broadland Housing Association have to fix a repair?
Its own targets run from 4 hours (emergency (immediate risk)) to 365 days (category e). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Broadland Housing Association tenants?
Since 27 October 2025, Broadland 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. Broadland’s own damp and mould commitment: Damp and mould that is an immediate risk is made safe within 24 hours; serious cases are investigated within 10 working days with a written summary within 3 working days, then repairs start promptly. Other cases follow normal repair times.
How do I complain about a repair to Broadland Housing Association?
Complain to Broadland first, online, by email (enq@broadlandgroup.org) or by phone on 0303 303 0003. Acknowledged within 5 working days, with a full 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 Broadland Housing Association?
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 Broadland Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Broadland Housing Association?
No. Report Repair is independent and not part of Broadland Housing Association or any council or housing association. We show Broadland’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 Broadland has to fix, by problem
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Reported a repair to Broadland Housing Association and still waiting?
About 2 minutes. No documents. Free to check.