Independent · not part of Freebridge Community Housing
Freebridge Community Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Freebridge Community Housing: the repairs phone number and emergency line, reporting a repair online, and how long Freebridge has to fix it. Freebridge’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: freebridge.org.uk
Has Freebridge Community Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Freebridge’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, Freebridge’s emergency line is here.
How to report
Reporting a repair to Freebridge Community 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 Freebridge misses its own target, complain. You may also be able to claim.
- Damp and mould formOnline form to report damp and mould: surveymonkey.com/r/VFL7N3B (linked from the repairs page).
- Emailcxsupport@freebridge.org.uk
- Tenant portalRegistered tenants can report a repair through the Tenant Web Portal (secure.freebridge.org.uk).
Emergency repairs
When to call Freebridge straight away
Phone Freebridge straight away if anything puts someone in danger or leaves your home unsafe. Customer Experience team: Monday to Thursday 8:45am to 5:15pm, Friday 8:45am to 4:45pm. Outside these hours it diverts to the 24-hour emergency service. The number is in Freebridge’s repair contacts.
- 01Total loss of heating or hot water
- 02Unsafe electrical fittings
- 03Serious roof leak
- 04Serious water leak
- 05Home not secure, for example lost keys
What counts as an emergency, from freebridge.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Freebridge.
Timescales
How long Freebridge Community Housing has to fix it
Freebridge’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Freebridge’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAnything that could affect health, safety or security, or an immediate risk to the building. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 daysNo immediate risk but needs doing quickly so it doesn’t get worse, such as a contained leak. | No fixed legal limit unless it’s a hazard |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Report any damp, mould or condensation to Freebridge, which will follow up with a home visit to agree a plan of action. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from freebridge.org.uk and Freebridge’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 28 days ago? That’s past Freebridge’s own target. You could claim compensation.
Start your claimYour options
If Freebridge Community Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Freebridge 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 Freebridge
This can get Freebridge to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Freebridge to put things right.
How to complain to FreebridgeYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Freebridge
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Freebridge
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Freebridge to put things right.
Freebridge’s record
How Freebridge Community Housing performs on repairs
Sep 2026: The regulator found weaknesses including recurring backlogs of repairs, gaps in managing asbestos safety and its approach to anti-social behaviour, and said improvement is needed.
of Freebridge tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Freebridge in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Freebridge Community Housing
- How it handled reports of damp and mould in the resident’s property.Severe maladministration
Sources: Regulator of Social Housing judgement, 30 September 2026; Freebridge tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Freebridge Community Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Freebridge Community Housing repairs: questions
What is Freebridge Community Housing’s repairs number?
0333 240 4444. Customer Experience team: Monday to Thursday 8:45am to 5:15pm, Friday 8:45am to 4:45pm. Outside these hours it diverts to the 24-hour emergency service.
What is Freebridge Community Housing’s emergency or out of hours repairs number?
0333 240 4444 (Repairs line (option 1)). Customer Experience team: Monday to Thursday 8:45am to 5:15pm, Friday 8:45am to 4:45pm. Outside these hours it diverts to the 24-hour emergency service.
Can I report a repair to Freebridge Community Housing online?
Yes, at Freebridge online repair form. Online form to report a repair, linked from Freebridge’s repairs page. Phone for emergencies.
How long does Freebridge Community Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Freebridge Community Housing tenants?
Since 27 October 2025, Freebridge 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. Freebridge’s own damp and mould commitment: Report any damp, mould or condensation to Freebridge, which will follow up with a home visit to agree a plan of action.
How do I complain about a repair to Freebridge Community Housing?
Complain to Freebridge first, online, by email (feedback@freebridge.org.uk) or by phone on 0333 240 4444. It should acknowledge your complaint within 5 working days and 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 Freebridge Community 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 Freebridge Community Housing for you. It’s free to check.
Start your claimIs Report Repair part of Freebridge Community Housing?
No. Report Repair is independent and not part of Freebridge Community Housing or any council or housing association. We show Freebridge’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 Freebridge has to fix, by problem
Not Freebridge?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Gloucester City Homes repairsHousing association
- Golding Homes repairsHousing association
- Gosport Borough Council repairsCouncil
- Grainger Trust repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Freebridge Community Housing and still waiting?
About 2 minutes. No documents. Free to check.