Independent · not part of Framework Housing Association
Framework Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Framework Housing Association: the repairs phone numbers and emergency line, and how long Framework has to fix it. Framework’s own target for routine repairs is 21 working days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: frameworkha.org
Has Framework Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Framework’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, Framework’s emergency line is here.
How to report
Reporting a repair to Framework Housing Association
- 01Phone the repairs line. 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 Framework misses its own target, complain. You may also be able to claim.
- Support worker or housing officerRequest a repair through your Framework support worker or housing officer by phone, email or in person.
Emergency repairs
When to call Framework straight away
Phone Framework straight away if anything puts someone in danger or leaves your home unsafe. Duty Manager line, 5pm to 9am on weekdays and 24 hours at weekends and on bank holidays. The number is in Framework’s repair contacts.
- 01No heating or hot water between October and April
- 02Total loss of water, gas or electricity, or a major electrical fault
- 03A leak you can’t contain, or a roof leak causing serious flooding
- 04Severe storm damage
- 05Outside doors or windows that leave your home insecure
- 06A gas leak or blocked flue
- 07A lift that has broken down
- 08Blocked drains with sewage
What counts as an emergency, from frameworkha.org.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Framework.
Timescales
How long Framework Housing Association has to fix it
Framework’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Framework’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursDanger to life and limb, or serious damage to the property. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysSignificant inconvenience or risk of further damage. | No fixed legal limit unless it’s a hazard |
| Routine | 21 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Reports are triaged within 24 hours under Awaab’s Law: possible emergency hazards are inspected within 24 hours and possible significant hazards within 10 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from frameworkha.org and Framework’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 21 working days ago? That’s past Framework’s own target. You could claim compensation.
Start your claimYour options
If Framework Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Framework 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 Framework
This can get Framework to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Framework to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Framework
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Framework
Acknowledged within 5 working days, with a full reply within a further 10 working days.
- Stage 2
Ask for a review
Reviewed by a senior manager, acknowledged within 5 working days, with a full reply within a further 20 working days.
- Then
Housing Ombudsman
Independent. It can order Framework to put things right.
Framework’s record
How Framework Housing Association performs on repairs
of Framework tenants were satisfied with the repairs service in 2024/25.
Contacts
Framework Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Framework Housing Association repairs: questions
What is Framework Housing Association’s repairs number?
0115 841 7711 (Property Services) or 0800 013 1324 (Out of hours). Call Framework’s Property Services Department during office hours, or ask your support worker or housing officer to request the repair.
What is Framework Housing Association’s emergency or out of hours repairs number?
0800 013 1324 (Out of hours · emergencies). Duty Manager line, 5pm to 9am on weekdays and 24 hours at weekends and on bank holidays.
How long does Framework Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 21 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Framework Housing Association tenants?
Since 27 October 2025, Framework 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. Framework’s own damp and mould commitment: Reports are triaged within 24 hours under Awaab’s Law: possible emergency hazards are inspected within 24 hours and possible significant hazards within 10 working days.
How do I complain about a repair to Framework Housing Association?
Complain to Framework first, online, by email (complaints@frameworkha.org) or by phone on 0115 841 7711. Acknowledged within 5 working days, with a full reply within a further 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Framework 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 Framework Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Framework Housing Association?
No. Report Repair is independent and not part of Framework Housing Association or any council or housing association. We show Framework’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 Framework has to fix, by problem
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Reported a repair to Framework Housing Association and still waiting?
About 2 minutes. No documents. Free to check.