Independent · not part of EPIC Housing
EPIC Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to EPIC Housing: the repairs phone numbers and emergency line, reporting a repair online, and how long EPIC has to fix it.
Other names: Empowering People Inspiring Communities
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: epichousing.co.uk
Has EPIC Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet EPIC’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, EPIC’s emergency line is here.
How to report
Reporting a repair to EPIC Housing
- 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 EPIC misses its own target, complain. You may also be able to claim.
- Emailmailbox@epichousing.co.uk
- Gas leaksCall the National Gas Emergency number first on 0800 111 999.
Emergency repairs
When to call EPIC straight away
Phone EPIC straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs outside office hours. The number is in EPIC’s repair contacts.
- 01No heating or hot water
- 02Gas leaks
- 03Major water leaks or burst pipes
- 04Complete loss of power or lighting
- 05Dangerous electrical faults
- 06Faulty door locks that put your security at risk
- 07Damaged windows that need boarding up for security
- 08Structures that are immediately dangerous
What counts as an emergency, from epichousing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell EPIC.
Timescales
How long EPIC Housing has to fix it
EPIC’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | EPIC’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursEPIC aims to complete emergency work within 4 hours, or make your home safe and come back to finish the job. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Severe damp and mould is treated as an emergency, with the contractor sent to remove the mould and any remedial work followed up. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from epichousing.co.uk and EPIC’s damp and mould page, 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 EPIC Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with EPIC 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 EPIC
This can get EPIC to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order EPIC to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to EPIC
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to EPIC
Acknowledged within 5 working days, with a full reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 days and looked at by someone more senior, with a final reply within 20 days of that.
- Then
Housing Ombudsman
Independent. It can order EPIC to put things right.
EPIC’s record
How EPIC Housing performs on repairs
Jul 2025: After an inspection the regulator found EPIC is delivering the outcomes of the consumer standards overall.
of EPIC tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 30 July 2025; EPIC tenant satisfaction measures 2024/25.
Contacts
EPIC Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
EPIC Housing repairs: questions
What is EPIC Housing’s repairs number?
01782 818577 (Repairs line (Brenden Fern)) or 0800 694 0434 (Out of hours) or 01782 252575 (EPIC office). EPIC’s repairs contractor, Brenden Fern. Call for emergency or urgent repairs.
What is EPIC Housing’s emergency or out of hours repairs number?
0800 694 0434 (Out of hours · emergencies). Emergency repairs outside office hours.
Can I report a repair to EPIC Housing online?
Yes, at epichousing.co.uk report a repair form. Report a repair online, 24 hours a day.
How long does EPIC Housing have to fix a repair?
Its own targets run from 4 hours (emergency) to 4 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for EPIC Housing tenants?
Since 27 October 2025, EPIC 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. EPIC’s own damp and mould commitment: Severe damp and mould is treated as an emergency, with the contractor sent to remove the mould and any remedial work followed up.
How do I complain about a repair to EPIC Housing?
Complain to EPIC first, online, by email (mailbox@epichousing.co.uk) or by phone on 01782 252575. 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 EPIC Housing?
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 EPIC Housing for you. It’s free to check.
Start your claimIs Report Repair part of EPIC Housing?
No. Report Repair is independent and not part of EPIC Housing or any council or housing association. We show EPIC’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 EPIC has to fix, by problem
Not EPIC?
Other landlords in the Midlands
- Amplius repairsHousing association
- Citizen repairsHousing association
- Framework Housing Association repairsHousing association
- Futures Housing Group repairsHousing association
- Greatwell Homes repairsHousing association
- High Peak Borough Council repairsCouncil
- Midland Heart repairsHousing association
- Platform Housing Group repairsHousing association
Reported a repair to EPIC Housing and still waiting?
About 2 minutes. No documents. Free to check.