Independent · not part of Hexagon Housing Association
Hexagon Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Hexagon Housing Association: the repairs phone numbers and emergency line, reporting a repair online, and how long Hexagon has to fix it. Hexagon’s own target for routine repairs is 28 days.
Other names: Horniman Housing Association
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: hexagon.org.uk
Has Hexagon Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hexagon’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, Hexagon’s emergency line is here.
How to report
Reporting a repair to Hexagon 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 Hexagon misses its own target, complain. You may also be able to claim.
- Gas and heating (alternative number)Smith & Byford can also be reached on 020 8722 3434.
- Damp and mouldReport signs of damp or mould to customer_desk@hexagon.org.uk or 020 8778 6699.
Emergency repairs
When to call Hexagon straight away
Phone Hexagon straight away if anything puts someone in danger or leaves your home unsafe. Call for emergency repairs and damp or mould. Office hours are 9am to 5pm; outside these hours calls go to the emergency out-of-hours service. The number is in Hexagon’s repair contacts.
- 01Bad roof leak
- 02No cold water to the kitchen sink
- 03Serious water leak
- 04No electricity
- 05Collapsed ceiling
- 06Broken or blocked toilet
- 07No heating or hot water at all between 1 October and 31 March
- 08Serious untreated mould outbreak
What counts as an emergency, from hexagon.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Hexagon.
Timescales
How long Hexagon Housing Association has to fix it
Hexagon’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Hexagon’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursThe contractor should attend within 2 hours to make it safe, then come back to finish the repair. | Emergency hazards: investigate and make safe within 24 hours |
| Normal | 28 daysIncludes work on the causes of damp and mould. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Inspection within 14 days of a report and a written summary within 3 days of that; repair work starts within 7 calendar days if there is a significant health or safety risk. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from hexagon.org.uk and Hexagon’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Hexagon’s own target. You could claim compensation.
Start your claimYour options
If Hexagon Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hexagon 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 Hexagon
This can get Hexagon to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Hexagon to put things right.
How to complain to HexagonYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Hexagon
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Hexagon
Contacted within 5 working days, with a full reply normally within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full reply normally within 20 working days of that, by someone not involved at stage 1.
- Then
Housing Ombudsman
Independent. It can order Hexagon to put things right.
Hexagon’s record
How Hexagon Housing Association performs on repairs
Aug 2025: The regulator found some weaknesses, mainly a repairs service that wasn’t effective or timely enough, shown by low tenant satisfaction and complaints, and gaps in board reporting on safety actions and damp and mould cases.
of Hexagon tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Hexagon in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Hexagon Housing Association
- How it handled reports of a communal leak.Severe maladministration
- How it handled heating repairs.Maladministration
Sources: Regulator of Social Housing judgement, 27 August 2025; Hexagon tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Hexagon Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Hexagon Housing Association repairs: questions
What is Hexagon Housing Association’s repairs number?
020 8778 6699 (Repairs line) or 0800 088 4433 (Gas and heating (Smith & Byford)) or 0808 178 6785 (Out of hours). Call for emergency repairs and damp or mould. Office hours are 9am to 5pm; outside these hours calls go to the emergency out-of-hours service.
What is Hexagon Housing Association’s emergency or out of hours repairs number?
020 8778 6699 (Repairs line). Call for emergency repairs and damp or mould. Office hours are 9am to 5pm; outside these hours calls go to the emergency out-of-hours service.
Can I report a repair to Hexagon Housing Association online?
Yes, at myhexagon.org.uk. Report a repair and book an appointment with the contractor online, any time. You need a MyHexagon account.
How long does Hexagon Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (normal). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Hexagon Housing Association tenants?
Since 27 October 2025, Hexagon 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. Hexagon’s own damp and mould commitment: Inspection within 14 days of a report and a written summary within 3 days of that; repair work starts within 7 calendar days if there is a significant health or safety risk.
How do I complain about a repair to Hexagon Housing Association?
Complain to Hexagon first, online, by email (Complaints@hexagon.org.uk) or by phone on 020 8778 6699. Contacted within 5 working days, with a full reply normally within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Hexagon 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 Hexagon Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Hexagon Housing Association?
No. Report Repair is independent and not part of Hexagon Housing Association or any council or housing association. We show Hexagon’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 Hexagon has to fix, by problem
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Reported a repair to Hexagon Housing Association and still waiting?
About 2 minutes. No documents. Free to check.