Independent · not part of Golden Lane Housing
Golden Lane Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Golden Lane Housing: the repairs phone number and emergency line, reporting a repair online, and how long Golden Lane Housing has to fix it.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: glh.org.uk
Has Golden Lane Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Golden Lane Housing’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, Golden Lane Housing’s emergency line is here.
How to report
Reporting a repair to Golden Lane 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 Golden Lane Housing misses its own target, complain. You may also be able to claim.
- EmailNon-urgent repairs and damp or mould (with photos): propertyservices@glh.org.uk
Emergency repairs
When to call Golden Lane Housing straight away
Phone Golden Lane Housing straight away if anything puts someone in danger or leaves your home unsafe. Choose option 1. Open 24 hours for emergencies. Non-urgent repairs: 9am to 5pm. The number is in Golden Lane Housing’s repair contacts.
- 01A gas leak
- 02A burst pipe or major water leak
- 03No heating or hot water
- 04No power, or no lights and sockets working
- 05No running water
- 06A broken lock on your main door
What counts as an emergency, from glh.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Golden Lane Housing.
Timescales
How long Golden Lane Housing has to fix it
Golden Lane Housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Golden Lane Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAim to respond within 24 hours of your report. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Check for emergency hazards within 24 hours and investigate other damp or mould within 10 working days, with a written summary within 3 working days. Repairs for serious hazards start within 5 working days of the investigation and all recommended work is finished within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from glh.org.uk and Golden Lane Housing’s damp and mould page, checked 9 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 Golden Lane Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Golden Lane Housing 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 Golden Lane Housing
This can get Golden Lane Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Golden Lane Housing to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Golden Lane Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Golden Lane Housing
Acknowledged within 5 working days if not resolved straight away, with a full written reply within a further 10 working days.
- Stage 2
Ask for a review
Reviewed by a senior colleague not involved before, with a written reply normally within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Golden Lane Housing to put things right.
Golden Lane Housing’s record
How Golden Lane Housing performs on repairs
May 2026: After an inspection, the regulator found it is delivering the consumer standards, with a good grasp of its homes’ condition, effective damp and mould handling and a timely repairs service.
of Golden Lane Housing tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 13 May 2026; Golden Lane Housing tenant satisfaction measures 2024/25.
Contacts
Golden Lane Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Golden Lane Housing repairs: questions
What is Golden Lane Housing’s repairs number?
0300 003 7007. Choose option 1. Open 24 hours for emergencies. Non-urgent repairs: 9am to 5pm.
What is Golden Lane Housing’s emergency or out of hours repairs number?
0300 003 7007 (Repairs line (option 1)). Choose option 1. Open 24 hours for emergencies. Non-urgent repairs: 9am to 5pm.
Can I report a repair to Golden Lane Housing online?
Yes, at glh.org.uk online repairs tool. Non-urgent repairs only, with the option to upload photos. Phone for emergencies.
How long does Golden Lane Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Golden Lane Housing tenants?
Since 27 October 2025, Golden Lane Housing 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. Golden Lane Housing’s own damp and mould commitment: Check for emergency hazards within 24 hours and investigate other damp or mould within 10 working days, with a written summary within 3 working days. Repairs for serious hazards start within 5 working days of the investigation and all recommended work is finished within 12 weeks.
How do I complain about a repair to Golden Lane Housing?
Complain to Golden Lane Housing first, online, by email (enquiries@glh.org.uk) or by phone on 0300 003 7007. Acknowledged within 5 working days if not resolved straight away, with a full written 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 Golden Lane 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 Golden Lane Housing for you. It’s free to check.
Start your claimIs Report Repair part of Golden Lane Housing?
No. Report Repair is independent and not part of Golden Lane Housing or any council or housing association. We show Golden Lane Housing’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 Golden Lane Housing has to fix, by problem
Not Golden Lane Housing?
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Reported a repair to Golden Lane Housing and still waiting?
About 2 minutes. No documents. Free to check.