Independent · not part of Connect Housing
Connect Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Connect Housing: the repairs phone number and emergency line, reporting a repair online, and how long Connect Housing has to fix it. Connect Housing’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: connecthousing.org.uk
Has Connect Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Connect Housing’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, Connect Housing’s emergency line is here.
How to report
Reporting a repair to Connect Housing
- 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 Connect Housing misses its own target, complain. You may also be able to claim.
- Emailhello@connecthousing.org.uk
- Online formA repair request form on the report-a-repair page, with no login needed.
- Damp and mould formA separate form for reporting damp, mould or condensation on the damp, mould and condensation page.
Emergency repairs
When to call Connect Housing straight away
Phone Connect Housing straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 9am to 5pm (from 10.30am on Wednesdays). Outside these hours, emergency calls go through to the out-of-hours service. The number is in Connect Housing’s repair contacts.
- 01Water leaking through a ceiling or onto electrics, or a ceiling falling down
- 02No power or no heating
- 03Hardwired smoke alarms constantly beeping
- 04Doors or windows smashed in, or you can’t lock your doors
- 05Insecure downstairs windows, or upstairs windows without a working restrictor
- 06Blocked or broken toilet when it’s the only one
- 07Blocked drains and gutters
- 08Dangerous trees that could fall on the property
What counts as an emergency, from connecthousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Connect Housing.
Timescales
How long Connect Housing has to fix it
Connect Housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Connect Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe within 24 hours, with any follow-up work within 28 days. | Emergency hazards: investigate and make safe within 24 hours |
| Non-emergency | 28 days | No fixed legal limit unless it’s a hazard |
| Outside work or major parts | 90 daysFor example gates, fencing, or replacing a door or window. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from connecthousing.org.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 Connect Housing’s own target. You could claim compensation.
Start your claimYour options
If Connect Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Connect Housing 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 Connect Housing
This can get Connect Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Connect Housing to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Connect Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Connect Housing
Acknowledged within 5 working days, with a full reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply from a Head of Service or senior leader within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Connect Housing to put things right.
Connect Housing’s record
How Connect Housing performs on repairs
Mar 2026: The regulator found Connect is delivering the consumer standards, with an effective, timely repairs service, accurate records of its homes and good complaint handling.
of Connect Housing tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 25 March 2026; Connect Housing tenant satisfaction measures 2024/25.
Contacts
Connect Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Connect Housing repairs: questions
What is Connect Housing’s repairs number?
0300 500 0600. Monday to Friday, 9am to 5pm (from 10.30am on Wednesdays). Outside these hours, emergency calls go through to the out-of-hours service.
What is Connect Housing’s emergency or out of hours repairs number?
0300 500 0600 (Repairs line). Monday to Friday, 9am to 5pm (from 10.30am on Wednesdays). Outside these hours, emergency calls go through to the out-of-hours service.
Can I report a repair to Connect Housing online?
Yes, at myaccount.connecthousing.org.uk. Book repairs any time through your online account. You need to register.
How long does Connect Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 days (outside work or major parts). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Connect Housing tenants?
Since 27 October 2025, Connect Housing 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.
How do I complain about a repair to Connect Housing?
Complain to Connect Housing first, online, by email (complaints@connecthousing.org.uk) or by phone on 0300 500 0600. Acknowledged within 5 working days, with a full 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 Connect Housing?
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 Connect Housing for you. It’s free to check.
Start your claimIs Report Repair part of Connect Housing?
No. Report Repair is independent and not part of Connect Housing or any council or housing association. We show Connect Housing’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 Connect Housing has to fix, by problem
Not Connect Housing?
Other landlords in the North of England
- Darlington Borough Council repairsCouncil
- Durham Aged Mineworkers’ Homes Association repairsHousing association
- East Riding of Yorkshire Council repairsCouncil
- Eden Housing Association repairsHousing association
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Connect Housing and still waiting?
About 2 minutes. No documents. Free to check.