Independent · not part of Eden Housing Association
Eden Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Eden Housing Association: the repairs phone numbers and emergency line, reporting a repair online, and how long Eden Housing has to fix it.
Other names: Eden HA
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: edenha.org.uk
Has Eden Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Eden 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, Eden Housing’s emergency line is here.
How to report
Reporting a repair to Eden Housing Association
- 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 Eden Housing misses its own target, complain. You may also be able to claim.
- Emailrepairs@edenha.org.uk (you can attach up to three photos)
- In personHead office at Blain House, Penrith, 9am to 5pm, or tell an officer visiting your area
Emergency repairs
When to call Eden Housing straight away
Phone Eden Housing straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours, including emergencies. Out of hours the line may be busy, so keep holding. The number is in Eden Housing’s repair contacts.
- 01Collapsed floors or ceilings
- 02A blocked toilet, if it’s your only one
- 03No heating at all between October and March
- 04No electric power (not caused by the supplier)
- 05A door that can’t be locked
- 06Burst pipes or tanks
- 07Sewage overflowing inside your home from blocked drains
- 08Serious damp or mould affecting health
What counts as an emergency, from edenha.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Eden Housing.
Timescales
How long Eden Housing Association has to fix it
Eden Housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Eden Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursInvestigate and do urgent safety work. | Emergency hazards: investigate and make safe within 24 hours |
| Significant hazard | 10 working daysInvestigate within 10 working days and do urgent safety work within 5 working days. | No fixed legal limit unless it’s a hazard |
| Other repairs | 20 working daysAim to start work within 20 working days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Treats serious damp or mould affecting health as an emergency, with investigation and urgent safety work within 24 hours. Significant damp and mould is investigated within 10 working days, with urgent safety work within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from edenha.org.uk, 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 Eden Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Eden 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 Eden Housing
This can get Eden Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Eden 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 Eden Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Eden Housing
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Eden Housing to put things right.
Eden Housing’s record
How Eden Housing Association performs on repairs
of Eden Housing tenants were satisfied with the repairs service in 2024/25.
Contacts
Eden Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Eden Housing Association repairs: questions
What is Eden Housing Association’s repairs number?
0800 358 1401 (Repairs hotline) or 01768 861434 (Repairs hotline (local number)). Open 24 hours, including emergencies. Out of hours the line may be busy, so keep holding.
What is Eden Housing Association’s emergency or out of hours repairs number?
0800 358 1401 (Repairs hotline). Open 24 hours, including emergencies. Out of hours the line may be busy, so keep holding.
Can I report a repair to Eden Housing Association online?
Yes, at myaccount.edenha.org.uk. Book non-urgent repairs any time through My Account. You need to log in.
How long does Eden Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (other repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Eden Housing Association tenants?
Since 27 October 2025, Eden 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. Eden Housing’s own damp and mould commitment: Treats serious damp or mould affecting health as an emergency, with investigation and urgent safety work within 24 hours. Significant damp and mould is investigated within 10 working days, with urgent safety work within 5 working days.
How do I complain about a repair to Eden Housing Association?
Complain to Eden Housing first, online, by email (enquiry@edenha.org.uk) or by phone on 01768 861400. Acknowledged within 5 working days, with a 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 Eden Housing Association?
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 Eden Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Eden Housing Association?
No. Report Repair is independent and not part of Eden Housing Association or any council or housing association. We show Eden 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 Eden Housing has to fix, by problem
Not Eden Housing?
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Reported a repair to Eden Housing Association and still waiting?
About 2 minutes. No documents. Free to check.