Independent · not part of Cornerstone Housing
Cornerstone Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Cornerstone Housing: the repairs phone number and emergency line, reporting a repair online, and how long Cornerstone has to fix it. Cornerstone’s own target for routine repairs is 20 working days.
Other names: Exeter Workmen’s Dwellings Company
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: cornerstonehousing.net
Has Cornerstone Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Cornerstone’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, Cornerstone’s emergency line is here.
How to report
Reporting a repair to Cornerstone Housing
- 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 Cornerstone misses its own target, complain. You may also be able to claim.
- Emailrepairs@cornerstonehousing.net
Emergency repairs
When to call Cornerstone straight away
Phone Cornerstone straight away if anything puts someone in danger or leaves your home unsafe. Choose option 1. Open 24 hours: office hours are 9am to 5pm on weekdays, and calls between 5pm and 9am, at weekends and on bank holidays go to the out-of-hours emergency service. The number is in Cornerstone’s repair contacts.
- 01No heating or hot water in the winter months (usually 31 October to 1 May)
- 02Loss of electrics to the whole home, or to many lights or sockets
- 03Unsafe electrics, such as sparks
- 04Total or partial loss of mains water
- 05A leak you cannot contain, such as a burst pipe or tank, or one affecting the electrics
What counts as an emergency, from cornerstonehousing.net.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Cornerstone.
Timescales
How long Cornerstone Housing has to fix it
Cornerstone’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Cornerstone’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursSame day where possible; sometimes made safe first, with a follow-up repair. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working daysNo later than 20 working days; an inspection may be needed first. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | A surveyor investigates potential hazards within 10 working days (emergencies made safe within 24 hours), with a written summary within 3 working days and the relevant works done within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from cornerstonehousing.net and Cornerstone’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 20 working days ago? That’s past Cornerstone’s own target. You could claim compensation.
Start your claimYour options
If Cornerstone Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Cornerstone 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 Cornerstone
This can get Cornerstone to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Cornerstone to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Cornerstone
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Cornerstone
Acknowledged within 5 working days, aiming to resolve it within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, aiming to resolve it within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Cornerstone to put things right.
Cornerstone’s record
How Cornerstone Housing performs on repairs
of Cornerstone tenants were satisfied with the repairs service in 2024/25.
Contacts
Cornerstone Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Cornerstone Housing repairs: questions
What is Cornerstone Housing’s repairs number?
01392 273462. Choose option 1. Open 24 hours: office hours are 9am to 5pm on weekdays, and calls between 5pm and 9am, at weekends and on bank holidays go to the out-of-hours emergency service.
What is Cornerstone Housing’s emergency or out of hours repairs number?
01392 273462 (Repairs line). Choose option 1. Open 24 hours: office hours are 9am to 5pm on weekdays, and calls between 5pm and 9am, at weekends and on bank holidays go to the out-of-hours emergency service.
Can I report a repair to Cornerstone Housing online?
Yes, at cornerstonehousing.net/report-a-repair. Online form for routine repairs, any time; no account needed. Phone for emergencies.
How long does Cornerstone Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Cornerstone Housing tenants?
Since 27 October 2025, Cornerstone 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. Cornerstone’s own damp and mould commitment: A surveyor investigates potential hazards within 10 working days (emergencies made safe within 24 hours), with a written summary within 3 working days and the relevant works done within 5 working days of the investigation.
How do I complain about a repair to Cornerstone Housing?
Complain to Cornerstone first, online, by email (mail@cornerstonehousing.net) or by phone on 01392 273462. Acknowledged within 5 working days, aiming to resolve it 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 Cornerstone 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 Cornerstone Housing for you. It’s free to check.
Start your claimIs Report Repair part of Cornerstone Housing?
No. Report Repair is independent and not part of Cornerstone Housing or any council or housing association. We show Cornerstone’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 Cornerstone has to fix, by problem
Not Cornerstone?
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Reported a repair to Cornerstone Housing and still waiting?
About 2 minutes. No documents. Free to check.