Independent · not part of Havebury Homes
Havebury Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Havebury Homes: the repairs phone number and emergency line, reporting a repair online, and how long Havebury has to fix it.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: havebury.com
Has Havebury Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Havebury’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, Havebury’s emergency line is here.
How to report
Reporting a repair to Havebury 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 Havebury misses its own target, complain. You may also be able to claim.
- Emailrepairs@havebury.com
- Damp and mould formOnline damp and mould reporting form (attach photos) on Havebury’s damp, mould and condensation page.
Emergency repairs
When to call Havebury straight away
Phone Havebury straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours. Choose options 2 then 1 for emergencies, 2 then 2 for new repairs, or 2 then 4 for damp and mould. Office hours are Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4pm. The number is in Havebury’s repair contacts.
- 01Total loss of electricity or gas
- 02A flood or a leak you can’t control
- 03Blocked drains
- 04No hot water, where you have no other way to get it
- 05Dangerous structural problems
- 06Total loss of heating (an emergency from 1 October to 31 March)
- 07A gas leak (call the National Gas Emergency Service on 0800 111 999)
What counts as an emergency, from havebury.com.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Havebury.
Timescales
How long Havebury Homes has to fix it
Havebury’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Havebury’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursLoss of heating counts as an emergency from 1 October to 31 March; at other times it’s 48 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Day-to-day | 28 working days | No fixed legal limit unless it’s a hazard |
| Planned | Up to 12 monthsSuch as fencing, concreting and replastering. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould is investigated and made safe within 24 hours. Other reports are investigated within 10 working days, significant hazards made safe within 5 working days, and you’re written to within 3 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from havebury.com and Havebury’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Havebury Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Havebury 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 Havebury
This can get Havebury to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Havebury to put things right.
How to complain to HaveburyYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Havebury
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Havebury
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Reviewed by a panel of residents and a senior leader, with a reply within 20 working days of the acknowledgement.
- Then
Housing Ombudsman
Independent. It can order Havebury to put things right.
Havebury’s record
How Havebury Homes performs on repairs
Nov 2025: The regulator found Havebury delivers the consumer standards overall; the C1 grade comes from an inspection in September 2024 and was carried into the November 2025 judgement.
of Havebury tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Havebury in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 12 November 2025; Havebury tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Havebury Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Havebury Homes repairs: questions
What is Havebury Homes’s repairs number?
0300 330 0900. Open 24 hours. Choose options 2 then 1 for emergencies, 2 then 2 for new repairs, or 2 then 4 for damp and mould. Office hours are Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4pm.
What is Havebury Homes’s emergency or out of hours repairs number?
0300 330 0900 (Repairs line). Open 24 hours. Choose options 2 then 1 for emergencies, 2 then 2 for new repairs, or 2 then 4 for damp and mould. Office hours are Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4pm.
Can I report a repair to Havebury Homes online?
Yes, at my.havebury.com. Report a repair and make or move an appointment through the myHavebury app or website, 24/7. You need a myHavebury account. Phone for emergencies.
How long does Havebury Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to Up to 12 months (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Havebury Homes tenants?
Since 27 October 2025, Havebury 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. Havebury’s own damp and mould commitment: Emergency damp and mould is investigated and made safe within 24 hours. Other reports are investigated within 10 working days, significant hazards made safe within 5 working days, and you’re written to within 3 working days of the investigation.
How do I complain about a repair to Havebury Homes?
Complain to Havebury first, online or by email (feedback@havebury.com). 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 Havebury 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 Havebury Homes for you. It’s free to check.
Start your claimIs Report Repair part of Havebury Homes?
No. Report Repair is independent and not part of Havebury Homes or any council or housing association. We show Havebury’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 Havebury has to fix, by problem
Not Havebury?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Heart of Medway Housing Association repairsHousing association
- Hightown Housing Association repairsHousing association
- Housing Solutions repairsHousing association
- Hundred Houses Society repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Havebury Homes and still waiting?
About 2 minutes. No documents. Free to check.