Independent · not part of Cambridge Housing Society
Cambridge Housing Society repairs: how to report a repair, phone numbers and timescales
How to report a repair to Cambridge Housing Society: the repairs phone number and emergency line, reporting a repair online, and how long CHS has to fix it. CHS’s own target for routine repairs is 28 calendar days.
Other names: The Cambridge Housing Society Limited, Cambridge Housing Society Group
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: chsgroup.org.uk
Has Cambridge Housing Society been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet CHS’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, CHS’s emergency line is here.
How to report
Reporting a repair to Cambridge Housing Society
- 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 CHS misses its own target, complain. You may also be able to claim.
- Emailinfo@chsgroup.org.uk
- Live chatOn the website, Monday to Friday 9am to 5pm (except Thursday 1pm to 2.30pm).
- Damp and mould formReport damp or mould online at chsgroup.org.uk/damp-and-mould-form/
Emergency repairs
When to call CHS straight away
Phone CHS straight away if anything puts someone in danger or leaves your home unsafe. Press 1 for heating or hot water, 2 for all other repairs, 3 for emergencies out of hours (5pm to 9am weekdays, weekends and bank holidays). The number is in CHS’s repair contacts.
- 01Structural damage, or an external window, door or lock that is not secure
- 02No heating or hot water at all (31 October to 1 May)
- 03No electricity, or an unsafe socket, light or electrical fitting
- 04No water, or a severe leak or flood that can’t be contained
- 05Loss of gas supply, or a blocked flue to an open fire or boiler
- 06Toilet not flushing, if it is the only toilet in the home
What counts as an emergency, from chsgroup.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell CHS.
Timescales
How long Cambridge Housing Society has to fix it
CHS’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | CHS’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend within 24 hours and make safe if the repair can’t be finished. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 calendar daysGenerally attended within 28 calendar days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | It will assess the cause and how serious the damp or mould is, may send a surveyor, and will deal with it urgently if anyone’s health is at significant risk. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from chsgroup.org.uk and CHS’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past CHS’s own target. You could claim compensation.
Start your claimYour options
If Cambridge Housing Society doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with CHS 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 CHS
This can get CHS to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order CHS to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to CHS
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to CHS
Acknowledged in writing within 5 working days, with a full reply within a further 10 working days.
- Stage 2
Ask for a review
Handled by a senior manager or director, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order CHS to put things right.
CHS’s record
How Cambridge Housing Society performs on repairs
Jun 2026: The regulator found some weaknesses: repairs are still not done on time in line with its service standards after a change of contractor in April 2025, and it needs better information about tenants’ needs.
of CHS tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 24 June 2026; CHS tenant satisfaction measures 2024/25.
Contacts
Cambridge Housing Society’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Cambridge Housing Society repairs: questions
What is Cambridge Housing Society’s repairs number?
0300 111 3555. Press 1 for heating or hot water, 2 for all other repairs, 3 for emergencies out of hours (5pm to 9am weekdays, weekends and bank holidays).
What is Cambridge Housing Society’s emergency or out of hours repairs number?
0300 111 3555 (Repairs line). Press 1 for heating or hot water, 2 for all other repairs, 3 for emergencies out of hours (5pm to 9am weekdays, weekends and bank holidays).
Can I report a repair to Cambridge Housing Society online?
Yes, at portal.chsgroup.org.uk (myCHS). myCHS tenant portal; you need to log in or register.
How long does Cambridge Housing Society have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 calendar days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Cambridge Housing Society tenants?
Since 27 October 2025, CHS 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. CHS’s own damp and mould commitment: It will assess the cause and how serious the damp or mould is, may send a surveyor, and will deal with it urgently if anyone’s health is at significant risk.
How do I complain about a repair to Cambridge Housing Society?
Complain to CHS first, online, by email (info@chsgroup.org.uk) or by phone on 0300 111 3555. Acknowledged in writing within 5 working days, with a full reply within a further 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 Cambridge Housing Society?
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 Cambridge Housing Society for you. It’s free to check.
Start your claimIs Report Repair part of Cambridge Housing Society?
No. Report Repair is independent and not part of Cambridge Housing Society or any council or housing association. We show CHS’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 CHS has to fix, by problem
Not CHS?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Canterbury City Council repairsCouncil
- Castle Point Borough Council repairsCouncil
- Central Bedfordshire Council repairsCouncil
- Cheltenham Borough Council repairsCouncil
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Cambridge Housing Society and still waiting?
About 2 minutes. No documents. Free to check.