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Grainger Trust repairs: how to report a repair, phone numbers and timescales
How to report a repair to Grainger Trust: the repairs phone number and emergency line, and how long Grainger Trust has to fix it. Grainger Trust’s own target for routine repairs is 12 working days.
Other names: Grainger plc
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: corporate.graingerplc.co.uk
Has Grainger Trust been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Grainger Trust’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, Grainger Trust’s emergency line is here.
How to report
Reporting a repair to Grainger Trust
- 01Phone the repairs line. 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 Grainger Trust misses its own target, complain. You may also be able to claim.
- EmailGtrust@Graingerplc.co.uk (Grainger Trust team)
- New-build defectsIf your home is still in its defects period, report defects to the Grainger Trust team on weekdays 9am to 5:30pm.
Emergency repairs
When to call Grainger Trust straight away
Phone Grainger Trust straight away if anything puts someone in danger or leaves your home unsafe. Grainger Trust’s repairs contractor Axis, open 24 hours a day, 7 days a week. The number is in Grainger Trust’s repair contacts.
- 01Anything that poses an immediate risk to someone’s health and safety
- 02Anything that puts the building’s structure at risk
What counts as an emergency, from corporate.graingerplc.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Grainger Trust.
Timescales
How long Grainger Trust has to fix it
Grainger Trust’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Grainger Trust’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe within 2 hours, with the repair completed within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 working days | No fixed legal limit unless it’s a hazard |
| Routine | 12 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards are dealt with within 24 hours. Others are investigated within 10 working days, with a written summary within 3 working days and any further work starting within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from corporate.graingerplc.co.uk and Grainger Trust’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 12 working days ago? That’s past Grainger Trust’s own target. You could claim compensation.
Start your claimYour options
If Grainger Trust doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Grainger Trust 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 Grainger Trust
This can get Grainger Trust to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Grainger Trust to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Grainger Trust
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Grainger Trust
Acknowledged within 5 working days, with a written reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days and reviewed by a senior manager, with a final reply within 20 working days of acknowledgement.
- Then
Housing Ombudsman
Independent. It can order Grainger Trust to put things right.
Grainger Trust’s record
How Grainger Trust performs on repairs
Jun 2026: The regulator found some weaknesses, mainly limited tenant scrutiny and use of tenant information, though repairs and health and safety compliance were found to be effective.
Sources: Regulator of Social Housing judgement, 10 June 2026.
Contacts
Grainger Trust’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Grainger Trust repairs: questions
What is Grainger Trust’s repairs number?
0345 300 5824. Grainger Trust’s repairs contractor Axis, open 24 hours a day, 7 days a week.
What is Grainger Trust’s emergency or out of hours repairs number?
0345 300 5824 (Repairs line · 24 hours). Grainger Trust’s repairs contractor Axis, open 24 hours a day, 7 days a week.
How long does Grainger Trust have to fix a repair?
Its own targets run from 24 hours (emergency) to 12 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Grainger Trust tenants?
Since 27 October 2025, Grainger Trust 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. Grainger Trust’s own damp and mould commitment: Emergency damp and mould hazards are dealt with within 24 hours. Others are investigated within 10 working days, with a written summary within 3 working days and any further work starting within 5 working days.
How do I complain about a repair to Grainger Trust?
Complain to Grainger Trust first, online, by email (Gtrust@Graingerplc.co.uk) or by phone on 0330 053 9998. Acknowledged within 5 working days, with a written 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 Grainger Trust?
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 Grainger Trust for you. It’s free to check.
Start your claimIs Report Repair part of Grainger Trust?
No. Report Repair is independent and not part of Grainger Trust or any council or housing association. We show Grainger Trust’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 Grainger Trust has to fix, by problem
Not Grainger Trust?
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Reported a repair to Grainger Trust and still waiting?
About 2 minutes. No documents. Free to check.