Independent · not part of Fairhive Homes
Fairhive Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Fairhive Homes: the repairs phone number and emergency line, reporting a repair online, and how long Fairhive has to fix it. Fairhive’s own target for routine repairs is 20 working days.
Other names: Vale of Aylesbury Housing Trust
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: fairhive.co.uk
Has Fairhive Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Fairhive’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, Fairhive’s emergency line is here.
How to report
Reporting a repair to Fairhive 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 Fairhive misses its own target, complain. You may also be able to claim.
- Damp and mould emaildampandmould@fairhive.co.uk
Emergency repairs
When to call Fairhive straight away
Phone Fairhive straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day for emergency and routine repairs. The number is in Fairhive’s repair contacts.
- 01A gas leak or loss of gas supply
- 02No drinking water
- 03A major leak that can’t be contained
- 04Loss of electricity
- 05No heating or hot water for a vulnerable household (heating from October to March)
- 06Your only toilet is blocked
- 07Flood, fire or a structure at risk of collapse
- 08Your home can’t be secured, or you’re locked out
What counts as an emergency, from fairhive.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Fairhive.
Timescales
How long Fairhive Homes has to fix it
Fairhive’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Fairhive’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Essential | 10 working daysFor example a minor leak, partial loss of power or a weeping radiator. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Investigate potential significant damp and mould hazards within 10 working days and send a written summary within 3 working days of that; emergency hazards investigated and made safe within 24 hours; further works started within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from fairhive.co.uk and Fairhive’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Fairhive’s own target. You could claim compensation.
Start your claimYour options
If Fairhive Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Fairhive 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 Fairhive
This can get Fairhive to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Fairhive to put things right.
How to complain to FairhiveYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Fairhive
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Fairhive
Acknowledged within 5 working days, with a written reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Ask within 20 working days of the stage 1 reply; acknowledged within 5 working days, with a reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Fairhive to put things right.
Fairhive’s record
How Fairhive Homes performs on repairs
of Fairhive tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Fairhive in 2024/25 were maladministration.
Sources: Fairhive tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Fairhive Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Fairhive Homes repairs: questions
What is Fairhive Homes’s repairs number?
0800 542 8904. Open 24 hours a day for emergency and routine repairs.
What is Fairhive Homes’s emergency or out of hours repairs number?
0800 542 8904 (Repairs line). Open 24 hours a day for emergency and routine repairs.
Can I report a repair to Fairhive Homes online?
Yes, at fairhive.co.uk/my-homehub. Report and manage non-emergency repairs in My HomeHub (website or app). You need to register with your email and tenancy number.
How long does Fairhive Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Fairhive Homes tenants?
Since 27 October 2025, Fairhive 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. Fairhive’s own damp and mould commitment: Investigate potential significant damp and mould hazards within 10 working days and send a written summary within 3 working days of that; emergency hazards investigated and made safe within 24 hours; further works started within 12 weeks.
How do I complain about a repair to Fairhive Homes?
Complain to Fairhive first, online, by email (complaintsgeneral@fairhive.co.uk) or by phone on 01296 732600. Acknowledged within 5 working days, with a written reply aimed for 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 Fairhive 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 Fairhive Homes for you. It’s free to check.
Start your claimIs Report Repair part of Fairhive Homes?
No. Report Repair is independent and not part of Fairhive Homes or any council or housing association. We show Fairhive’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 Fairhive has to fix, by problem
Not Fairhive?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Fareham Borough Council repairsCouncil
- First Garden Cities Homes repairsHousing association
- Folkestone and Hythe District Council repairsCouncil
- Freebridge Community Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Fairhive Homes and still waiting?
About 2 minutes. No documents. Free to check.