Independent · not part of Futures Housing Group
Futures Housing Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Futures Housing Group: the repairs phone number and emergency line, reporting a repair online, and how long Futures has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: futureshg.co.uk
Has Futures Housing Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Futures’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, Futures’s emergency line is here.
How to report
Reporting a repair to Futures Housing Group
- 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 Futures misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Futures straight away
Phone Futures straight away if anything puts someone in danger or leaves your home unsafe. Monday to Thursday 8:30am to 5pm, Friday 8:30am to 4:30pm. Out of hours, the same number takes emergencies only, to make your home safe. The number is in Futures’s repair contacts.
- 01Faulty carbon monoxide or smoke alarm
- 02No working toilet in the home
- 03Total loss of power
- 04Window or door repairs needed to make your home secure
What counts as an emergency, from futureshg.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Futures.
Timescales
How long Futures Housing Group has to fix it
Futures’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Futures’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttended within 24 hours to make it safe. More visits may be needed to fix it fully. | Emergency hazards: investigate and make safe within 24 hours |
| Fast | 4 working daysFor example no heating or hot water from a boiler fault, or no working bath or shower. | No fixed legal limit unless it’s a hazard |
| Standard | 28 working daysNormally fixed within 28 working days, though some jobs may take longer. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Since 27 October 2025, Futures handles damp and mould under Awaab’s Law. It assesses how severe the problem is and whether anyone at home is more at risk, which can make the response faster. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from futureshg.co.uk, checked 5 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 Futures Housing Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Futures 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 Futures
This can get Futures to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Futures to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Futures
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Futures
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 Futures to put things right.
Futures’s record
How Futures Housing Group performs on repairs
of Futures tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Futures in 2024/25 were maladministration.
Sources: Futures tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Futures Housing Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Futures Housing Group repairs: questions
What is Futures Housing Group’s repairs number?
0300 456 2531. Monday to Thursday 8:30am to 5pm, Friday 8:30am to 4:30pm. Out of hours, the same number takes emergencies only, to make your home safe.
What is Futures Housing Group’s emergency or out of hours repairs number?
0300 456 2531 (Customer services and repairs). Monday to Thursday 8:30am to 5pm, Friday 8:30am to 4:30pm. Out of hours, the same number takes emergencies only, to make your home safe.
Can I report a repair to Futures Housing Group online?
Yes, at futureshg.co.uk repair form. Online form for non-emergency repairs. Don’t use it for emergencies or smoke and carbon monoxide alarm faults: phone instead.
How long does Futures Housing Group have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 working days (standard). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Futures Housing Group tenants?
Since 27 October 2025, Futures 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. Futures’s own damp and mould commitment: Since 27 October 2025, Futures handles damp and mould under Awaab’s Law. It assesses how severe the problem is and whether anyone at home is more at risk, which can make the response faster.
How do I complain about a repair to Futures Housing Group?
Complain to Futures first, online or by phone on 0300 456 2531. 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 Futures Housing Group?
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 Futures Housing Group for you. It’s free to check.
Start your claimIs Report Repair part of Futures Housing Group?
No. Report Repair is independent and not part of Futures Housing Group or any council or housing association. We show Futures’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 Futures has to fix, by problem
Not Futures?
Other landlords in the Midlands
- Amplius repairsHousing association
- Citizen repairsHousing association
- Greatwell Homes repairsHousing association
- High Peak Borough Council repairsCouncil
- Hinckley and Bosworth Borough Council repairsCouncil
- Homes Plus repairsHousing association
- Midland Heart repairsHousing association
- Platform Housing Group repairsHousing association
Reported a repair to Futures Housing Group and still waiting?
About 2 minutes. No documents. Free to check.