Independent · not part of Citizen
Citizen repairs: how to report a repair, phone numbers and timescales
How to report a repair to Citizen: the repairs phone number and emergency line, reporting a repair online, and how long Citizen has to fix it. Citizen’s own target for routine repairs is 25 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: citizenhousing.org.uk
Has Citizen been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Citizen’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, Citizen’s emergency line is here.
How to report
Reporting a repair to Citizen
- 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 Citizen misses its own target, complain. You may also be able to claim.
- ChatbotAskCiti, from the icon in the bottom-right corner of Citizen’s website.
Emergency repairs
When to call Citizen straight away
Phone Citizen straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 8am to 6pm. Use the same number for emergencies outside these hours. The number is in Citizen’s repair contacts.
- 01Gas leaks
- 02Water leaks that can’t be contained
- 03Complete loss of heating and hot water
- 04Electrical or fire risks
- 05Home not secure
What counts as an emergency, from citizenhousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Citizen.
Timescales
How long Citizen has to fix it
Citizen’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Citizen’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttended within 24 hours, every day of the year. If it can’t be fixed straight away, it’s made safe first. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 25 working daysTarget for at least 85% of routine, non-emergency repairs (from April 2025). | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Citizen says it handles all damp, mould and condensation cases under Awaab’s Law: emergency hazards within 24 hours, and other significant hazards investigated within 10 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from citizenhousing.org.uk and Citizen’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 25 working days ago? That’s past Citizen’s own target. You could claim compensation.
Start your claimYour options
If Citizen doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Citizen 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 Citizen
This can get Citizen to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Citizen to put things right. In its recent decisions about Citizen, it ordered between £200 and £500 in compensation.
How to complain to CitizenYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Citizen
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Citizen
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Citizen to put things right.
Citizen’s record
How Citizen performs on repairs
Aug 2025: The regulator found Citizen runs an effective and timely repairs service, keeps accurate records of the condition of its homes, manages damp and mould risks effectively and handles complaints fairly and promptly.
of Citizen tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Citizen in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Citizen
- How it handled reports of drainage issues and flooding in the garden of the property.Maladministration
£500 ordered - How it handled heating concerns and window draughts.Maladministration
£200 ordered - How it handled communal lift repairs.Maladministration
£250 ordered
Sources: Regulator of Social Housing judgement, 27 August 2025; Citizen tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Citizen’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Citizen repairs: questions
What is Citizen’s repairs number?
0300 790 6555. Monday to Friday, 8am to 6pm. Use the same number for emergencies outside these hours.
What is Citizen’s emergency or out of hours repairs number?
0300 790 6555 (Repairs line). Monday to Friday, 8am to 6pm. Use the same number for emergencies outside these hours.
Can I report a repair to Citizen online?
Yes, at myaccount.citizenhousing.org.uk. Citizen’s preferred way to request a repair, and you can report emergencies here too. You need to log in or register.
How long does Citizen have to fix a repair?
Its own targets run from 24 hours (emergency) to 25 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Citizen tenants?
Since 27 October 2025, Citizen 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. Citizen’s own damp and mould commitment: Citizen says it handles all damp, mould and condensation cases under Awaab’s Law: emergency hazards within 24 hours, and other significant hazards investigated within 10 working days.
How do I complain about a repair to Citizen?
Complain to Citizen first, online. 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 Citizen?
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 Citizen for you. It’s free to check.
Start your claimIs Report Repair part of Citizen?
No. Report Repair is independent and not part of Citizen or any council or housing association. We show Citizen’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 Citizen has to fix, by problem
Not Citizen?
Other landlords in the Midlands
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- Community Housing repairsHousing association
- Connexus repairsHousing association
- Midland Heart repairsHousing association
- Platform Housing Group repairsHousing association
- whg repairsHousing association
Reported a repair to Citizen and still waiting?
About 2 minutes. No documents. Free to check.