Independent · not part of Gateway Housing Association
Gateway Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Gateway Housing Association: the repairs phone number, reporting a repair online, and how long Gateway has to fix it.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: gatewayhousing.org.uk
Has Gateway Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Gateway’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, Gateway’s repair line is here.
How to report
Reporting a repair to Gateway Housing Association
- 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 Gateway misses its own target, complain. You may also be able to claim.
- EmailNon-emergency repairs and damp or mould: customer.services@gatewayhousing.org.uk
- In person or by letterGateway Housing Association, 409-413 Mile End Road, London E3 4PB
Emergency repairs
When to call Gateway straight away
Phone Gateway straight away if anything puts someone in danger or leaves your home unsafe. The number is in Gateway’s repair contacts.
- 01Gas leaks
- 02Serious water leaks
- 03Electrical hazards
- 04No heating or hot water at all
- 05Serious security risks
What counts as an emergency, from gatewayhousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Gateway.
Timescales
How long Gateway Housing Association has to fix it
Gateway doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Gateway’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
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 Gateway Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Gateway 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 Gateway
This can get Gateway to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Gateway to put things right.
How to complain to GatewayYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Gateway
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Gateway
Receipt confirmed within 5 working days, with a full response within 10 working days.
- Stage 2
Ask for a review
Reviewed by the Head of Service responsible, with a written response within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Gateway to put things right.
Gateway’s record
How Gateway Housing Association performs on repairs
of Gateway tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Gateway in 2024/25 were maladministration.
Sources: Gateway tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Gateway Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Gateway Housing Association repairs: questions
What is Gateway Housing Association’s repairs number?
020 8709 4300. Call immediately for emergency repairs. Also for non-emergency repairs.
Can I report a repair to Gateway Housing Association online?
Yes, at MyHome portal. Report non-emergency repairs for your home, block or estate and upload photos or videos. You need to register and log in.
What does Awaab’s Law mean for Gateway Housing Association tenants?
Since 27 October 2025, Gateway 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.
How do I complain about a repair to Gateway Housing Association?
Complain to Gateway first, online, by email (complaintsandresponses@gatewayhousing.org.uk) or by phone on 020 8709 4300. Receipt confirmed within 5 working days, with a full response within 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 Gateway 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 Gateway Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Gateway Housing Association?
No. Report Repair is independent and not part of Gateway Housing Association or any council or housing association. We show Gateway’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 Gateway has to fix, by problem
Not Gateway?
Other landlords in London
- Greenwich Council repairsCouncil
- Hackney Council repairsCouncil
- Hammersmith & Fulham Council repairsCouncil
- Haringey Council repairsCouncil
- L&Q repairsHousing association
- Notting Hill Genesis repairsHousing association
- Peabody repairsHousing association
- RHP repairsHousing association
Reported a repair to Gateway Housing Association and still waiting?
About 2 minutes. No documents. Free to check.