Independent · not part of Greatwell Homes
Greatwell Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Greatwell Homes: the repairs phone number and emergency line, reporting a repair online, and how long Greatwell Homes has to fix it. Greatwell Homes’s own target for routine repairs is 28 calendar days.
Other names: Greatwell Works
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: greatwellhomes.org.uk
Has Greatwell Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Greatwell 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, Greatwell Homes’s emergency line is here.
How to report
Reporting a repair to Greatwell 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 Greatwell Homes misses its own target, complain. You may also be able to claim.
- Repair formNon-emergency repair form on the Greatwell website (greatwellhomes.org.uk/my-home/report-a-repair)
- Emailcustomer.services@greatwellhomes.org.uk
Emergency repairs
When to call Greatwell Homes straight away
Phone Greatwell Homes straight away if anything puts someone in danger or leaves your home unsafe. Office hours Monday to Wednesday 8.30am to 5pm, Thursday 10am to 5pm, Friday 8.30am to 4.30pm. Call the same number for emergency or urgent repairs out of office hours. The number is in Greatwell Homes’s repair contacts.
- 01Flooding or a major leak that could bring a ceiling down
- 02No water at all
- 03Gas leak (call Cadent on 0800 111 999) or fire
- 04Unsafe electrics or no power at all
- 05Some doors or windows not secure
- 06No heating or hot water in winter (all year for older or vulnerable residents)
- 07Sewage overflowing into the home
- 08Widespread damp or mould affecting your health, such as your breathing
What counts as an emergency, from greatwellhomes.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Greatwell Homes.
Timescales
How long Greatwell Homes has to fix it
Greatwell Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Greatwell Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend and make safe. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 calendar days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Damp and mould that is an emergency is attended within 24 hours. Significant hazards are investigated within 10 working days, with an update within 3 working days of the visit and follow-on work started within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from greatwellhomes.org.uk, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past Greatwell Homes’s own target. You could claim compensation.
Start your claimYour options
If Greatwell Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Greatwell 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 Greatwell Homes
This can get Greatwell Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Greatwell Homes to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Greatwell Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Greatwell Homes
Acknowledged within 5 working days, with a reply aimed for within 10 working days.
- Stage 2
Ask for a review
Reviewed by a more senior colleague, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Greatwell Homes to put things right.
Greatwell Homes’s record
How Greatwell Homes performs on repairs
Sep 2026: In its first consumer grading, after an inspection, the regulator found Greatwell is delivering the outcomes of the consumer standards overall and spots and fixes problems when they happen.
of Greatwell Homes tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 30 September 2026; Greatwell Homes tenant satisfaction measures 2024/25.
Contacts
Greatwell Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Greatwell Homes repairs: questions
What is Greatwell Homes’s repairs number?
01933 234450. Office hours Monday to Wednesday 8.30am to 5pm, Thursday 10am to 5pm, Friday 8.30am to 4.30pm. Call the same number for emergency or urgent repairs out of office hours.
What is Greatwell Homes’s emergency or out of hours repairs number?
01933 234450 (Repairs line). Office hours Monday to Wednesday 8.30am to 5pm, Thursday 10am to 5pm, Friday 8.30am to 4.30pm. Call the same number for emergency or urgent repairs out of office hours.
Can I report a repair to Greatwell Homes online?
Yes, at greatwell-homes-live.panconnect.cloud. Book non-emergency repairs in your online account and choose a time slot. Don’t book emergencies online.
How long does Greatwell Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 calendar days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Greatwell Homes tenants?
Since 27 October 2025, Greatwell 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. Greatwell Homes’s own damp and mould commitment: Damp and mould that is an emergency is attended within 24 hours. Significant hazards are investigated within 10 working days, with an update within 3 working days of the visit and follow-on work started within 5 working days.
How do I complain about a repair to Greatwell Homes?
Complain to Greatwell Homes first, online, by email (customer.services@greatwellhomes.org.uk) or by phone on 01933 234450. Acknowledged within 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 Greatwell 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 Greatwell Homes for you. It’s free to check.
Start your claimIs Report Repair part of Greatwell Homes?
No. Report Repair is independent and not part of Greatwell Homes or any council or housing association. We show Greatwell 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 Greatwell Homes has to fix, by problem
Not Greatwell Homes?
Other landlords in the Midlands
- Amplius repairsHousing association
- Citizen repairsHousing association
- High Peak Borough Council repairsCouncil
- Hinckley and Bosworth Borough Council repairsCouncil
- Homes Plus repairsHousing association
- Honeycomb Group repairsHousing association
- Midland Heart repairsHousing association
- Platform Housing Group repairsHousing association
Reported a repair to Greatwell Homes and still waiting?
About 2 minutes. No documents. Free to check.