Independent · not part of Hilldale Housing Association
Hilldale Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Hilldale Housing Association: the repairs phone numbers and emergency line, reporting a repair online, and how long Hilldale has to fix it.
Other names: Change Housing Group, FourSynergy Group
Service update. Hilldale says a temporary staff shortage in its repairs team means some repairs may take longer to assess and complete, and calls may take longer to answer. It asks for non-emergency repairs to be emailed.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: hilldale.org.uk
Has Hilldale Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hilldale’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, Hilldale’s emergency line is here.
How to report
Reporting a repair to Hilldale Housing Association
- 01Phone or 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 Hilldale misses its own target, complain. You may also be able to claim.
- Emailrepairs@hilldale.org.uk for non-emergency repairs (not read out of hours, so don’t email emergencies)
Emergency repairs
When to call Hilldale straight away
Phone Hilldale straight away if anything puts someone in danger or leaves your home unsafe. Hilldale's main number. Out of hours, an on-call team on this number deals with repairs that can't wait until the next day. The number is in Hilldale’s repair contacts.
- 01Serious flooding, leaks or burst pipes
- 02No cold water, no hot water, or no heating or power
- 03Blocked toilet, or a broken toilet if it’s your only one
- 04Temporary repairs after storm or fire damage
- 05Door lock repairs where there’s only one entrance, or making the home secure
- 06Reporting damp and mould
What counts as an emergency, from hilldale.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Hilldale.
Timescales
How long Hilldale Housing Association has to fix it
Hilldale’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Hilldale’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 24 hoursSome repairs may be made safe first, with a further appointment booked. | No fixed legal limit unless it’s a hazard |
| All other repairs | 7 to 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards made safe within 24 hours and significant hazards such as damp and mould investigated within 10 working days, with findings shared 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 hilldale.org.uk and Hilldale’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 Hilldale Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hilldale 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 Hilldale
This can get Hilldale to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Hilldale to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Hilldale
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Hilldale
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Hilldale to put things right.
Hilldale’s record
How Hilldale Housing Association performs on repairs
of Hilldale tenants were satisfied with the repairs service in 2024/25.
Contacts
Hilldale Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Hilldale Housing Association repairs: questions
What is Hilldale Housing Association’s repairs number?
0330 390 9100 (Emergency repairs) or 01257 367374 (Main line). Hilldale's repairs service update (2 October 2026) asks tenants to phone emergency repairs and urgent health and safety concerns to this number. Report non-emergency repairs by email for now.
What is Hilldale Housing Association’s emergency or out of hours repairs number?
01257 367374 (Main line · out of hours emergencies). Hilldale's main number. Out of hours, an on-call team on this number deals with repairs that can't wait until the next day.
Can I report a repair to Hilldale Housing Association online?
Yes, at hilldale.org.uk/my-home/report-a-repair. Online repair form for non-emergencies, one repair per form. Replies aimed for within 1 working day.
How long does Hilldale Housing Association have to fix a repair?
Its own targets run from 4 hours (emergency) to 7 to 28 days (all other repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Hilldale Housing Association tenants?
Since 27 October 2025, Hilldale 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. Hilldale’s own damp and mould commitment: Emergency hazards made safe within 24 hours and significant hazards such as damp and mould investigated within 10 working days, with findings shared within 3 working days of the investigation.
How do I complain about a repair to Hilldale Housing Association?
Complain to Hilldale first, online, by email (hello@hilldale.org.uk) or by phone on 01257 367374. It should acknowledge your complaint within 5 working days and reply 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.
Are there any problems with Hilldale Housing Association’s repairs service right now?
When we last checked (9 October 2026), Hilldale said: Hilldale says a temporary staff shortage in its repairs team means some repairs may take longer to assess and complete, and calls may take longer to answer. It asks for non-emergency repairs to be emailed. The other ways to report are in Hilldale’s repair contacts on this page.
Can I claim compensation from Hilldale 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 Hilldale Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Hilldale Housing Association?
No. Report Repair is independent and not part of Hilldale Housing Association or any council or housing association. We show Hilldale’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 Hilldale has to fix, by problem
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Reported a repair to Hilldale Housing Association and still waiting?
About 2 minutes. No documents. Free to check.