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East End Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to East End Homes: the repairs phone numbers and emergency line, reporting a repair online, and how long East End Homes has to fix it.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: eastendhomes.net
Has East End Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet East End 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, East End Homes’s emergency line is here.
How to report
Reporting a repair to East End Homes
- 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 East End Homes misses its own target, complain. You may also be able to claim.
- EmailEmail customer.services@eastendhomes.net.
- Local Housing CentreCall, visit or email your Local Housing Centre (Mile End, Holland, Island Gardens or St George’s and Glamis).
Emergency repairs
When to call East End Homes straight away
Phone East End Homes straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs outside 9am to 5pm, Monday to Friday. The number is in East End Homes’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell East End Homes.
Timescales
How long East End Homes has to fix it
East End Homes doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | East End Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Emergencies inspected and responded to within 24 hours; other damp and mould reports inspected within 10 working days. If repairs are needed to make your home safe, you get a report and work starts within 5 working days of the inspection. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
East End Homes’s damp and mould commitment, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If East End Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with East End 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 East End Homes
This can get East End Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order East End Homes to put things right.
How to complain to East End HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to East End Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to East End Homes
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 full reply within 20 working days (up to a further 20 if more time is needed, and you will be told).
- Then
Housing Ombudsman
Independent. It can order East End Homes to put things right.
East End Homes’s record
How East End Homes performs on repairs
of East End Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about East End Homes in 2024/25 were maladministration.
Sources: East End Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
East End Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
East End Homes repairs: questions
What is East End Homes’s repairs number?
020 7517 4700 (Repairs line) or 020 8059 3557 (Out of hours). Customer Services, Monday to Friday 9am to 5pm. A call-back option is available when lines are busy.
What is East End Homes’s emergency or out of hours repairs number?
020 8059 3557 (Out of hours · emergencies). Emergency repairs outside 9am to 5pm, Monday to Friday.
Can I report a repair to East End Homes online?
Yes, at eastendhomes.net/report-a-repair. Online repair form for each estate (Holland, Island Gardens, Mile End, St George’s and Glamis). Residents can also register for the online portal.
What does Awaab’s Law mean for East End Homes tenants?
Since 27 October 2025, East End 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. East End Homes’s own damp and mould commitment: Emergencies inspected and responded to within 24 hours; other damp and mould reports inspected within 10 working days. If repairs are needed to make your home safe, you get a report and work starts within 5 working days of the inspection.
How do I complain about a repair to East End Homes?
Complain to East End Homes first, online, by email (complaints@eastendhomes.net) or by phone on 020 7517 4700. 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 East End 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 East End Homes for you. It’s free to check.
Start your claimIs Report Repair part of East End Homes?
No. Report Repair is independent and not part of East End Homes or any council or housing association. We show East End 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 East End Homes has to fix, by problem
Not East End Homes?
Other landlords in London
- Enfield Council repairsCouncil
- Gateway Housing Association repairsHousing association
- Greenwich Council repairsCouncil
- Hackney Council repairsCouncil
- L&Q repairsHousing association
- Notting Hill Genesis repairsHousing association
- Peabody repairsHousing association
- RHP repairsHousing association
Reported a repair to East End Homes and still waiting?
About 2 minutes. No documents. Free to check.