Independent · not part of Hastoe
Hastoe repairs: how to report a repair, phone numbers and timescales
How to report a repair to Hastoe: the repairs phone number and emergency line, reporting a repair online, and how long Hastoe has to fix it. Hastoe’s own target for routine repairs is 30 working days.
Service update. Hastoe says its outstanding repairs phone line closes from 3pm daily until further notice; use the outstanding repair form on MyHastoe instead. Non-emergency phone lines are also closed 1pm to 3pm on Wednesdays for staff training.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: hastoe.com
Has Hastoe been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hastoe’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, Hastoe’s emergency line is here.
How to report
Reporting a repair to Hastoe
- 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 Hastoe misses its own target, complain. You may also be able to claim.
- Text phone18001 0300 123 2250 if you have difficulty hearing.
Emergency repairs
When to call Hastoe straight away
Phone Hastoe straight away if anything puts someone in danger or leaves your home unsafe. For emergencies and complex cases: Monday 9.30am to 5pm, Tuesday to Friday 9am to 5pm. The same number takes emergencies evenings, weekends and bank holidays. The number is in Hastoe’s repair contacts.
- 01Leaks causing damage inside that cannot be contained
- 02A blocked sewage treatment plant, or a blocked toilet if it is your only one
- 03Total loss of electricity or a circuit failure
- 04Flooding
- 05Fire damage
- 06Outside doors that cannot be secured or opened, or broken ground-floor windows that cannot be secured
What counts as an emergency, from hastoe.com.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Hastoe.
Timescales
How long Hastoe has to fix it
Hastoe’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Hastoe’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend to make safe; a full repair may follow at a later appointment. | Emergency hazards: investigate and make safe within 24 hours |
| Awaab’s Law hazard | 5 working daysIf the work can’t be finished in 5 working days, it must start within 12 weeks. | No fixed legal limit unless it’s a hazard |
| Urgent | 12 calendar daysFor example no heating in summer, no hot water or minor leaks. | No fixed legal limit unless it’s a hazard |
| Routine | 30 working days | No fixed legal limit unless it’s a hazard |
| Made-to-order or non-urgent | 92 working daysFor example doors and windows that need to be manufactured. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould cases (such as leaks, extensive mould or vulnerable residents) are sent to a contractor to fix within 24 hours. Other cases are inspected within 10 working days, with a written report within 3 working days of the inspection and repairs starting within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from hastoe.com, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 30 working days ago? That’s past Hastoe’s own target. You could claim compensation.
Start your claimYour options
If Hastoe doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hastoe 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 Hastoe
This can get Hastoe to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Hastoe to put things right.
How to complain to HastoeYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Hastoe
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Hastoe
Acknowledged within 5 working days, with a full written reply normally within 10 working days.
- Stage 2
Ask for a review
Ask for a review within a month of the stage 1 reply. Acknowledged within 5 working days, with a full written reply normally within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Hastoe to put things right.
Hastoe’s record
How Hastoe performs on repairs
Nov 2025: The regulator found some weaknesses, mainly in the speed and effectiveness of repairs and in the information Hastoe holds on the condition of its homes, and said improvement is needed.
of Hastoe tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Hastoe in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 12 November 2025; Hastoe tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Hastoe’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Hastoe repairs: questions
What is Hastoe’s repairs number?
0300 123 2250. For emergencies and complex cases: Monday 9.30am to 5pm, Tuesday to Friday 9am to 5pm. The same number takes emergencies evenings, weekends and bank holidays.
What is Hastoe’s emergency or out of hours repairs number?
0300 123 2250 (Repairs line). For emergencies and complex cases: Monday 9.30am to 5pm, Tuesday to Friday 9am to 5pm. The same number takes emergencies evenings, weekends and bank holidays.
Can I report a repair to Hastoe online?
Yes, at myhastoe.com. Hastoe asks residents to report non-emergency repairs through their MyHastoe account. You need your tenancy number to register.
How long does Hastoe have to fix a repair?
Its own targets run from 24 hours (emergency) to 92 working days (made-to-order or non-urgent). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Hastoe tenants?
Since 27 October 2025, Hastoe 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. Hastoe’s own damp and mould commitment: Emergency damp and mould cases (such as leaks, extensive mould or vulnerable residents) are sent to a contractor to fix within 24 hours. Other cases are inspected within 10 working days, with a written report within 3 working days of the inspection and repairs starting within 5 working days.
How do I complain about a repair to Hastoe?
Complain to Hastoe first, online or by phone on 0300 123 2250. Acknowledged within 5 working days, with a full written reply normally within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Are there any problems with Hastoe’s repairs service right now?
When we last checked (9 October 2026), Hastoe said: Hastoe says its outstanding repairs phone line closes from 3pm daily until further notice; use the outstanding repair form on MyHastoe instead. Non-emergency phone lines are also closed 1pm to 3pm on Wednesdays for staff training. The other ways to report are in Hastoe’s repair contacts on this page.
Can I claim compensation from Hastoe?
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 Hastoe for you. It’s free to check.
Start your claimIs Report Repair part of Hastoe?
No. Report Repair is independent and not part of Hastoe or any council or housing association. We show Hastoe’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 Hastoe has to fix, by problem
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Reported a repair to Hastoe and still waiting?
About 2 minutes. No documents. Free to check.