Independent · not part of Great Places
Great Places repairs: how to report a repair, phone numbers and timescales
How to report a repair to Great Places: the repairs phone number and emergency line, reporting a repair online, and how long Great Places has to fix it. Great Places’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: greatplaces.org.uk
Has Great Places been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Great Places’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, Great Places’s emergency line is here.
How to report
Reporting a repair to Great Places
- 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 Great Places misses its own target, complain. You may also be able to claim.
- WebchatChat on the website, 8am to 6pm, Monday to Friday. Out of hours, messages get a reply as soon as possible.
- Online formNon-emergency repair form on the reporting a repair page. They aim to contact you within three working days.
- Emailrepairs@greatplaces.org.uk. For gas heating or hot water, email the gas contractor SURE at greatplaces@suregroup.co.uk.
- Out-of-hours emergency emailemergencyrepairs@orbisprotect.com (Orbis works on Great Places’ behalf and usually replies within 30 minutes).
- Damp and mouldCall 0300 123 1966, option 1 then option 3, or use the online damp and mould form: https://www.greatplaces.org.uk/customers/looking-after-your-home/damp-mould-and-condensation/report-damp-mould-and-condensation-issues/
Emergency repairs
When to call Great Places straight away
Phone Great Places straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 8am to 6pm. For emergencies out of hours, call the same number and choose option 1. The number is in Great Places’s repair contacts.
- 01Complete loss of power from an electrical fault
- 02No heating or hot water in winter
- 03A flood or bad leak that can’t be contained
- 04A smell of gas (call the gas emergency line on 0800 111 999)
- 05Ground-floor doors or windows that aren’t secure
What counts as an emergency, from greatplaces.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Great Places.
Timescales
How long Great Places has to fix it
Great Places’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Great Places’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe, or fixed where possible. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | If you report damp or mould with the online form, Great Places aims to contact you within the next working day. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from greatplaces.org.uk and Great Places’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Great Places’s own target. You could claim compensation.
Start your claimYour options
If Great Places doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Great Places 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 Great Places
This can get Great Places to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Great Places to put things right. In its recent decisions about Great Places, it ordered between £150 and £700 in compensation.
How to complain to Great PlacesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Great Places
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Great Places
Acknowledged within 3 to 5 working days, with a reply aimed for within 10 working days.
- Stage 2
Ask for a review
A reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Great Places to put things right.
Great Places’s record
How Great Places performs on repairs
of Great Places tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Great Places in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Great Places
- How it handled a request for window replacement.Maladministration
£700 ordered - How it handled radiator repairs at the property.Maladministration
- How it handled reports of repair to the boiler.Service failure
£150 ordered
Sources: Great Places tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Great Places’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Great Places repairs: questions
What is Great Places’s repairs number?
0300 123 1966. Monday to Friday, 8am to 6pm. For emergencies out of hours, call the same number and choose option 1.
What is Great Places’s emergency or out of hours repairs number?
0300 123 1966 (Customer line · repairs). Monday to Friday, 8am to 6pm. For emergencies out of hours, call the same number and choose option 1.
Can I report a repair to Great Places online?
Yes, at customers.greatplaces.org.uk. MyPlace portal: book most routine repairs and pick a date and time. You need to log in.
How long does Great Places have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Great Places tenants?
Since 27 October 2025, Great Places 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. Great Places’s own damp and mould commitment: If you report damp or mould with the online form, Great Places aims to contact you within the next working day.
How do I complain about a repair to Great Places?
Complain to Great Places first, online or by phone on 0300 123 1966. Acknowledged within 3 to 5 working days, with a reply aimed for 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 Great Places?
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 Great Places for you. It’s free to check.
Start your claimIs Report Repair part of Great Places?
No. Report Repair is independent and not part of Great Places or any council or housing association. We show Great Places’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 Great Places has to fix, by problem
Not Great Places?
Other landlords in the North of England
- Halton Housing repairsHousing association
- Hilldale Housing Association repairsHousing association
- Home Group repairsHousing association
- Hull City Council repairsCouncil
- Riverside repairsHousing association
- Thirteen repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Great Places and still waiting?
About 2 minutes. No documents. Free to check.