Independent · not part of Cross Keys Homes
Cross Keys Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Cross Keys Homes: the repairs phone number and emergency line, reporting a repair online, and how long Cross Keys Homes has to fix it. Cross Keys Homes’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: crosskeyshomes.co.uk
Has Cross Keys Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Cross Keys Homes’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, Cross Keys Homes’s emergency line is here.
How to report
Reporting a repair to Cross Keys Homes
- 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 Cross Keys Homes misses its own target, complain. You may also be able to claim.
- Live chat‘Chat live’ tab on the Cross Keys Homes website, for non-urgent repairs, during office hours
- In personCKH Customer Central, Bridge Street, Peterborough
Emergency repairs
When to call Cross Keys Homes straight away
Phone Cross Keys Homes straight away if anything puts someone in danger or leaves your home unsafe. Emergencies 24 hours a day, 7 days a week. Other enquiries: Monday and Thursday 8am to 6pm, Tuesday, Wednesday and Friday 8am to 5pm. The number is in Cross Keys Homes’s repair contacts.
- 01Serious leaks flooding your home
- 02Your only toilet is broken
- 03No heating in winter (November to April)
- 04Your front door won’t lock
What counts as an emergency, from crosskeyshomes.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Cross Keys Homes.
Timescales
How long Cross Keys Homes has to fix it
Cross Keys Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Cross Keys Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursYou need to stay at home until the contractor arrives. Advance appointments aren’t available. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 daysFor example taps that won’t turn on, no heating or hot water in summer, or a faulty door entry phone. | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysFor example cracked floor tiles, minor leaks and dripping taps. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Call Cross Keys Homes any time on 01733 385000 about damp or mould. It will visit to assess the problem, clean the affected area and talk to you about stopping condensation and any extra support you need. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from crosskeyshomes.co.uk, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Cross Keys Homes’s own target. You could claim compensation.
Start your claimYour options
If Cross Keys Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Cross Keys Homes 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 Cross Keys Homes
This can get Cross Keys Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Cross Keys Homes to put things right.
How to complain to Cross Keys HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Cross Keys Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Cross Keys Homes
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Cross Keys Homes to put things right.
Cross Keys Homes’s record
How Cross Keys Homes performs on repairs
Mar 2025: After an inspection, the regulator found Cross Keys Homes runs an effective and timely repairs service, keeps tenants’ homes safe, has improved how it deals with damp and mould, and uses complaints data to improve.
of Cross Keys Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Cross Keys Homes in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 26 March 2025; Cross Keys Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Cross Keys Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Cross Keys Homes repairs: questions
What is Cross Keys Homes’s repairs number?
01733 385000. Emergencies 24 hours a day, 7 days a week. Other enquiries: Monday and Thursday 8am to 6pm, Tuesday, Wednesday and Friday 8am to 5pm.
What is Cross Keys Homes’s emergency or out of hours repairs number?
01733 385000 (Repairs line). Emergencies 24 hours a day, 7 days a week. Other enquiries: Monday and Thursday 8am to 6pm, Tuesday, Wednesday and Friday 8am to 5pm.
Can I report a repair to Cross Keys Homes online?
Yes, at MyCKH. Report non-emergency repairs in your home or a communal area, with a photo. You need a MyCKH account.
How long does Cross Keys Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Cross Keys Homes tenants?
Since 27 October 2025, Cross Keys Homes 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. Cross Keys Homes’s own damp and mould commitment: Call Cross Keys Homes any time on 01733 385000 about damp or mould. It will visit to assess the problem, clean the affected area and talk to you about stopping condensation and any extra support you need.
How do I complain about a repair to Cross Keys Homes?
Complain to Cross Keys Homes first, online, by email (customerfirst@crosskeyshomes.co.uk) or by phone on 01733 385000. It should acknowledge your complaint within 5 working days and 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 Cross Keys Homes?
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 Cross Keys Homes for you. It’s free to check.
Start your claimIs Report Repair part of Cross Keys Homes?
No. Report Repair is independent and not part of Cross Keys Homes or any council or housing association. We show Cross Keys Homes’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 Cross Keys Homes has to fix, by problem
Not Cross Keys Homes?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Curo repairsHousing association
- Dacorum Borough Council repairsCouncil
- Dartford Borough Council repairsCouncil
- Delta Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Cross Keys Homes and still waiting?
About 2 minutes. No documents. Free to check.