Independent · not part of Eastlight Community Homes
Eastlight Community Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Eastlight Community Homes: the repairs phone number and emergency line, reporting a repair online, and how long Eastlight has to fix it. Eastlight’s own target for routine repairs is 28 calendar days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: eastlighthomes.co.uk
Has Eastlight Community Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Eastlight’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, Eastlight’s emergency line is here.
How to report
Reporting a repair to Eastlight Community 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 Eastlight misses its own target, complain. You may also be able to claim.
- Damp and mould formOnline form on Eastlight’s damp and mould page.
- Emailcustomer.services@eastlighthomes.co.uk
- British Sign LanguageSignVideo: eastlightcommunityhomes.signvideo.net
Emergency repairs
When to call Eastlight straight away
Phone Eastlight straight away if anything puts someone in danger or leaves your home unsafe. Open 24/7. Customer services 8:30am to 5pm; out of hours for emergencies only. The number is in Eastlight’s repair contacts.
- 01Total loss of heating or electricity
- 02A gas leak
- 03A flood
- 04A collapsed ceiling
What counts as an emergency, from eastlighthomes.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Eastlight.
Timescales
How long Eastlight Community Homes has to fix it
Eastlight’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Eastlight’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursA serious risk to your health, safety or security, or to your home. Visit within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 calendar daysNeeds prompt attention but no immediate risk. Visit within 7 days. | No fixed legal limit unless it’s a hazard |
| Routine | 28 calendar daysNo risk to you or your home. Visit within 28 days. | No fixed legal limit unless it’s a hazard |
| Planned | 90 calendar daysFencing and larger building work. Visit within 90 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Deal with emergency issues within 24 hours and investigate other reports of damp and mould within 14 calendar days, then contact you within two days with a summary of the visit and next steps. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from eastlighthomes.co.uk and Eastlight’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 28 calendar days ago? That’s past Eastlight’s own target. You could claim compensation.
Start your claimYour options
If Eastlight Community Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Eastlight 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 Eastlight
This can get Eastlight to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Eastlight to put things right.
How to complain to EastlightYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Eastlight
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Eastlight
Acknowledged within 5 working days, with a reply within 10 working days of being registered.
- Stage 2
Ask for a review
Reviewed by a member of staff who wasn’t involved in the complaint before.
- Then
Housing Ombudsman
Independent. It can order Eastlight to put things right.
Eastlight’s record
How Eastlight Community Homes performs on repairs
Jul 2026: The regulator upgraded Eastlight from C2 after changes to its repairs service delivered sustained improvements for tenants, with stronger performance reporting and health and safety assurance.
of Eastlight tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Eastlight in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 29 July 2026; Eastlight tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Eastlight Community Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Eastlight Community Homes repairs: questions
What is Eastlight Community Homes’s repairs number?
0330 128 0330. Open 24/7. Customer services 8:30am to 5pm; out of hours for emergencies only.
What is Eastlight Community Homes’s emergency or out of hours repairs number?
0330 128 0330 (Repairs and emergencies). Open 24/7. Customer services 8:30am to 5pm; out of hours for emergencies only.
Can I report a repair to Eastlight Community Homes online?
Yes, at portal.eastlighthomes.co.uk. Report and change non-emergency repairs through the My Eastlight portal or app. You need an account. Phone for emergencies.
How long does Eastlight Community Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 calendar days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Eastlight Community Homes tenants?
Since 27 October 2025, Eastlight 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. Eastlight’s own damp and mould commitment: Deal with emergency issues within 24 hours and investigate other reports of damp and mould within 14 calendar days, then contact you within two days with a summary of the visit and next steps.
How do I complain about a repair to Eastlight Community Homes?
Complain to Eastlight first, online. Acknowledged within 5 working days, with a reply within 10 working days of being registered. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Eastlight Community 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 Eastlight Community Homes for you. It’s free to check.
Start your claimIs Report Repair part of Eastlight Community Homes?
No. Report Repair is independent and not part of Eastlight Community Homes or any council or housing association. We show Eastlight’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 Eastlight has to fix, by problem
Not Eastlight?
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Reported a repair to Eastlight Community Homes and still waiting?
About 2 minutes. No documents. Free to check.