Independent · not part of East Midlands Homes
East Midlands Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to East Midlands Homes: the repairs phone number and emergency line, reporting a repair online, and how long East Midlands Homes has to fix it. East Midlands Homes’s own target for routine repairs is 28 working days.
Other names: emh, emh group, emh homes, East Midlands Housing
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: emh.co.uk
Has East Midlands Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet East Midlands 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 Midlands Homes’s emergency line is here.
How to report
Reporting a repair to East Midlands 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 East Midlands Homes misses its own target, complain. You may also be able to claim.
- WhatsApp01530 276003
- Emailcustomerservices@emh.co.uk
Emergency repairs
When to call East Midlands Homes straight away
Phone East Midlands Homes straight away if anything puts someone in danger or leaves your home unsafe. Monday 8am to 4pm, Tuesday 10am to 4pm, Wednesday to Friday 8am to 4pm. Emergencies 24 hours a day on the same number. The number is in East Midlands Homes’s repair contacts.
- 01No water at all
- 02Electrical hazards
- 03No heating or hot water in winter
- 04Blocked main drains, or a blocked soil pipe from your only toilet
What counts as an emergency, from emh.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell East Midlands Homes.
Timescales
How long East Midlands Homes has to fix it
East Midlands Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | East Midlands Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 28 working days | No fixed legal limit unless it’s a hazard |
| Responsive planned repairs | 60 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | East Midlands Homes investigates damp or mould within 10 working days and sends a written summary within 3 working days. Where there’s a health risk, repairs start within 5 working days; emergency repairs are done within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from emh.co.uk, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past East Midlands Homes’s own target. You could claim compensation.
Start your claimYour options
If East Midlands Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with East Midlands 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 Midlands Homes
This can get East Midlands Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order East Midlands Homes to put things right. In its recent decisions about East Midlands Homes, it ordered £570 in compensation.
How to complain to East Midlands HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to East Midlands Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to East Midlands Homes
Acknowledged within 5 working days, with a full reply within 10 working days of that.
- Stage 2
Ask for a review
Ask within 4 weeks of the stage 1 reply. You’ll get a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order East Midlands Homes to put things right.
East Midlands Homes’s record
How East Midlands Homes performs on repairs
Aug 2026: The regulator upgraded East Midlands Homes from C2 after it gave tenants more say in decisions, improved its customer contact service, cut complaint numbers and showed it learns from complaints.
of East Midlands Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about East Midlands Homes in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about East Midlands Homes
- How it handled damp and mould.Maladministration
- How it handled reports of damp and mould.Service failure
- How it handled a leak from the ceiling and the subsequent repairs.Service failure
£570 ordered
Sources: Regulator of Social Housing judgement, 12 August 2026; East Midlands Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
East Midlands Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
East Midlands Homes repairs: questions
What is East Midlands Homes’s repairs number?
0300 123 6000. Monday 8am to 4pm, Tuesday 10am to 4pm, Wednesday to Friday 8am to 4pm. Emergencies 24 hours a day on the same number.
What is East Midlands Homes’s emergency or out of hours repairs number?
0300 123 6000 (Customer services and repairs). Monday 8am to 4pm, Tuesday 10am to 4pm, Wednesday to Friday 8am to 4pm. Emergencies 24 hours a day on the same number.
Can I report a repair to East Midlands Homes online?
Yes, at MyHomeOnline. Report non-emergency repairs any time. You need a MyHomeOnline account.
How long does East Midlands Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (responsive planned repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for East Midlands Homes tenants?
Since 27 October 2025, East Midlands 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 Midlands Homes’s own damp and mould commitment: East Midlands Homes investigates damp or mould within 10 working days and sends a written summary within 3 working days. Where there’s a health risk, repairs start within 5 working days; emergency repairs are done within 24 hours.
How do I complain about a repair to East Midlands Homes?
Complain to East Midlands Homes first, online, by email (complaints@emh.co.uk) or by phone on 0300 123 6000. Acknowledged within 5 working days, with a full 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 East Midlands 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 Midlands Homes for you. It’s free to check.
Start your claimIs Report Repair part of East Midlands Homes?
No. Report Repair is independent and not part of East Midlands Homes or any council or housing association. We show East Midlands 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 Midlands Homes has to fix, by problem
Not East Midlands Homes?
Other landlords in the Midlands
- Amplius repairsHousing association
- Citizen repairsHousing association
- EPIC Housing repairsHousing association
- Framework Housing Association repairsHousing association
- Futures Housing Group repairsHousing association
- Greatwell Homes repairsHousing association
- Midland Heart repairsHousing association
- Platform Housing Group repairsHousing association
Reported a repair to East Midlands Homes and still waiting?
About 2 minutes. No documents. Free to check.