Independent · not part of Golding Homes
Golding Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Golding Homes: the repairs phone number and emergency line, reporting a repair online, and how long Golding Homes has to fix it. Golding Homes’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: goldinghomes.org.uk
Has Golding Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Golding Homes’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, Golding Homes’s emergency line is here.
How to report
Reporting a repair to Golding Homes
- 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 Golding Homes misses its own target, complain. You may also be able to claim.
- Damp and mould formReport condensation, damp or mould using the online form on Golding Homes’ damp and mould page (a separate form for homes under a year old).
Emergency repairs
When to call Golding Homes straight away
Phone Golding Homes straight away if anything puts someone in danger or leaves your home unsafe. Choose option 1 for repairs. Lines open weekdays 8am to 5pm (from 9.30am on Tuesdays); call this number for emergencies too, as an out-of-hours contractor responds outside office hours. The number is in Golding Homes’s repair contacts.
- 01No electricity
- 02No water
- 03You can’t secure your home
- 04A major leak, or water or sewage coming up
- 05Water leaking onto electrics
- 06Exposed wiring or sparking sockets
- 07A carbon monoxide or smoke alarm beeping
- 08No heating (visit within 24 hours)
What counts as an emergency, from goldinghomes.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Golding Homes.
Timescales
How long Golding Homes has to fix it
Golding Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Golding Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursProblems causing immediate damage to the home or a health and safety risk. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 daysProblems that would damage your home or affect your wellbeing if left for a long time. | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysDay-to-day repairs. | No fixed legal limit unless it’s a hazard |
| Planned | 90 daysLarger, more complex non-urgent repairs that may need specialist materials. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Damp and mould reports are triaged within one working day. Severe or emergency hazards get a visit within 24 hours; significant hazards a visit within 10 working days, with a mould wash within 5 days of that visit. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from goldinghomes.org.uk and Golding Homes’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 Golding Homes’s own target. You could claim compensation.
Start your claimYour options
If Golding Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Golding Homes 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 Golding Homes
This can get Golding Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Golding Homes to put things right. In its recent decisions about Golding Homes, it ordered £450 in compensation.
How to complain to Golding HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Golding Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Golding Homes
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Ask within 10 working days of the stage 1 reply; Golding Homes replies within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Golding Homes to put things right.
Golding Homes’s record
How Golding Homes performs on repairs
Mar 2026: First consumer grading after an inspection: the regulator found Golding Homes delivers the consumer standards overall, with an effective, timely repairs service and good processes for damp and mould.
of Golding Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Golding Homes in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Golding Homes
- How it handled reports of cold spots, condensation, damp and mould in the property.Service failure
£450 ordered
Sources: Regulator of Social Housing judgement, 25 March 2026; Golding Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Golding Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Golding Homes repairs: questions
What is Golding Homes’s repairs number?
0300 777 2600. Choose option 1 for repairs. Lines open weekdays 8am to 5pm (from 9.30am on Tuesdays); call this number for emergencies too, as an out-of-hours contractor responds outside office hours.
What is Golding Homes’s emergency or out of hours repairs number?
0300 777 2600 (Repairs line). Choose option 1 for repairs. Lines open weekdays 8am to 5pm (from 9.30am on Tuesdays); call this number for emergencies too, as an out-of-hours contractor responds outside office hours.
Can I report a repair to Golding Homes online?
Yes, at my.goldinghomes.org.uk. Book a repair at a time that suits you through MyGolding. You need an account: register with your tenancy number and an email address. Phone for emergencies.
How long does Golding Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Golding Homes tenants?
Since 27 October 2025, Golding Homes 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. Golding Homes’s own damp and mould commitment: Damp and mould reports are triaged within one working day. Severe or emergency hazards get a visit within 24 hours; significant hazards a visit within 10 working days, with a mould wash within 5 days of that visit.
How do I complain about a repair to Golding Homes?
Complain to Golding Homes first, online, by email (complaints@goldinghomes.org.uk) or by phone on 0300 777 2600. Acknowledged within 5 working days, with a reply 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 Golding Homes?
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 Golding Homes for you. It’s free to check.
Start your claimIs Report Repair part of Golding Homes?
No. Report Repair is independent and not part of Golding Homes or any council or housing association. We show Golding Homes’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 Golding Homes has to fix, by problem
Not Golding Homes?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Gosport Borough Council repairsCouncil
- Grainger Trust repairsHousing association
- Gravesham Borough Council repairsCouncil
- Great Yarmouth Borough Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Golding Homes and still waiting?
About 2 minutes. No documents. Free to check.