Independent · not part of Heart of Medway Housing Association
Heart of Medway Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Heart of Medway Housing Association: the repairs phone numbers and emergency line, reporting a repair online, and how long Heart of Medway has to fix it.
Other names: mhs homes, MHS Homes Limited
Service update. mhs homes, which runs Heart of Medway’s homes, says it is currently behind on the time taken to complete repairs and is working to bring appointments forward.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: mhs.org.uk
Has Heart of Medway Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Heart of Medway’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, Heart of Medway’s emergency line is here.
How to report
Reporting a repair to Heart of Medway Housing Association
- 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 Heart of Medway misses its own target, complain. You may also be able to claim.
- Damp and mould formOnline form to report damp and mould on the mhs homes website, or call 01634 565333
- Emailcontactus@mhs.org.uk (not for emergencies)
Emergency repairs
When to call Heart of Medway straight away
Phone Heart of Medway straight away if anything puts someone in danger or leaves your home unsafe. Call this number 24 hours a day, 7 days a week for emergency repairs. You can also book other repairs on this number. The number is in Heart of Medway’s repair contacts.
- 01No water
- 02No electricity
- 03A major leak or upsurge of water
- 04Water leaking onto electrics
- 05You can’t secure your home
- 06Exposed wiring or sparking sockets
- 07Carbon monoxide or smoke alarm beeping
What counts as an emergency, from mhs.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Heart of Medway.
Timescales
How long Heart of Medway Housing Association has to fix it
Heart of Medway’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Heart of Medway’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Standard | 20 working daysCan be booked online at a time to suit you. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Says it is committed to acting quickly under Awaab’s Law, which requires emergency hazards to be dealt with within 24 hours; damp and mould can be reported online or by phone. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from mhs.org.uk and Heart of Medway’s damp and mould page, checked 9 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 Heart of Medway Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Heart of Medway 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 Heart of Medway
This can get Heart of Medway to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Heart of Medway to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Heart of Medway
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Heart of Medway
Acknowledged by letter, with a complaint handler investigating and replying within 10 working days.
- Stage 2
Ask for a review
Reply to your stage 1 response to escalate; a senior complaint handler will reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Heart of Medway to put things right.
Heart of Medway’s record
How Heart of Medway Housing Association performs on repairs
Jul 2025: The regulator found it is delivering the consumer standards overall, after it fixed delays in non-emergency repairs and complaint responses.
Sources: Regulator of Social Housing judgement, 30 July 2025.
Contacts
Heart of Medway Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Heart of Medway Housing Association repairs: questions
What is Heart of Medway Housing Association’s repairs number?
01634 565333 (Repairs line (mhs homes)) or 0800 634 5385 (Boilers, heating and hot water (Liberty Gas)). Call this number 24 hours a day, 7 days a week for emergency repairs. You can also book other repairs on this number.
What is Heart of Medway Housing Association’s emergency or out of hours repairs number?
01634 565333 (Repairs line (mhs homes)). Call this number 24 hours a day, 7 days a week for emergency repairs. You can also book other repairs on this number.
Can I report a repair to Heart of Medway Housing Association online?
Yes, at mhs.org.uk My Account. Book non-emergency repairs and choose an appointment in My Account. You need to register with your tenancy reference number.
How long does Heart of Medway Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (standard). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Heart of Medway Housing Association tenants?
Since 27 October 2025, Heart of Medway 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. Heart of Medway’s own damp and mould commitment: Says it is committed to acting quickly under Awaab’s Law, which requires emergency hazards to be dealt with within 24 hours; damp and mould can be reported online or by phone.
How do I complain about a repair to Heart of Medway Housing Association?
Complain to Heart of Medway first, online, by email (contactus@mhs.org.uk) or by phone on 01634 565333. Acknowledged by letter, with a complaint handler investigating and replying 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 Heart of Medway Housing Association’s repairs service right now?
When we last checked (9 October 2026), Heart of Medway said: mhs homes, which runs Heart of Medway’s homes, says it is currently behind on the time taken to complete repairs and is working to bring appointments forward. The other ways to report are in Heart of Medway’s repair contacts on this page.
Can I claim compensation from Heart of Medway Housing Association?
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 Heart of Medway Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Heart of Medway Housing Association?
No. Report Repair is independent and not part of Heart of Medway Housing Association or any council or housing association. We show Heart of Medway’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 Heart of Medway has to fix, by problem
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Reported a repair to Heart of Medway Housing Association and still waiting?
About 2 minutes. No documents. Free to check.