Independent · not part of Home Group
Home Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Home Group: the repairs phone number and emergency line, reporting a repair online, and how long Home Group has to fix it.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: homegroup.org.uk
Has Home Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Home Group’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, Home Group’s emergency line is here.
How to report
Reporting a repair to Home Group
- 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 Home Group misses its own target, complain. You may also be able to claim.
- My Home AccountLog in to report repairs and check their progress: myaccount.homegroup.org.uk
- Damp and mouldCall 0345 141 4663 and choose the damp and mould option.
Emergency repairs
When to call Home Group straight away
Phone Home Group straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day, 7 days a week for emergency repairs. Other enquiries: Monday to Friday, 8am to 6pm. The number is in Home Group’s repair contacts.
- 01Widespread damp or mould that is affecting someone’s health
- 02Serious water leaks
- 03A broken toilet, if it’s your only one
- 04No heating, if you have no other way to heat your home
- 05No hot water, if you have no other way to get it
- 06Electrical faults that put people at risk
- 07Problems that stop you getting into or out of your home
- 08Your home can’t be made secure
What counts as an emergency, from homegroup.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Home Group.
Timescales
How long Home Group has to fix it
Home Group’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Home Group’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp, mould and other hazards (emergency) | 24 hoursInvestigate and make your home safe. | Emergency hazards: investigate and make safe within 24 hours |
| Damp, mould and other hazards (significant) | 10 working daysTo investigate, with safety work within 5 working days after that. | No fixed legal limit unless it’s a hazard |
| Other repairs | 28 daysUp to 56 days if specialist parts or materials are needed. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards are investigated and made safe within 24 hours. Other serious hazards are investigated within 10 working days, with a written summary within 3 working days and safety work done within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from homegroup.org.uk, checked 14 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 Home Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Home Group 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 Home Group
This can get Home Group to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Home Group to put things right. In its recent decisions about Home Group, it ordered between £695 and £2,063 in compensation.
How to complain to Home GroupYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Home Group
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Home Group
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days of asking to escalate, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Home Group to put things right.
Home Group’s record
How Home Group performs on repairs
of Home Group tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Home Group in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Home Group
- How it handled repairs.Service failure
£695 ordered - How it handled reports of damp and mould.Maladministration
£2,062.50 ordered - How it handled damp and mould.Service failure
£1,050 ordered
Sources: Home Group tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Home Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Home Group repairs: questions
What is Home Group’s repairs number?
0345 141 4663. Open 24 hours a day, 7 days a week for emergency repairs. Other enquiries: Monday to Friday, 8am to 6pm.
What is Home Group’s emergency or out of hours repairs number?
0345 141 4663 (Repairs line). Open 24 hours a day, 7 days a week for emergency repairs. Other enquiries: Monday to Friday, 8am to 6pm.
Can I report a repair to Home Group online?
Yes, at repairs.homegroup.org.uk. Report a non-emergency repair online. You can also report and check repairs through your My Home Account.
How long does Home Group have to fix a repair?
Its own targets run from 24 hours (damp, mould and other hazards (emergency)) to 28 days (other repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Home Group tenants?
Since 27 October 2025, Home Group 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. Home Group’s own damp and mould commitment: Emergency hazards are investigated and made safe within 24 hours. Other serious hazards are investigated within 10 working days, with a written summary within 3 working days and safety work done within 5 working days of the investigation.
How do I complain about a repair to Home Group?
Complain to Home Group first, online or by phone on 0345 141 4663. Acknowledged within 5 working days, with a 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.
Can I claim compensation from Home Group?
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 Home Group for you. It’s free to check.
Start your claimIs Report Repair part of Home Group?
No. Report Repair is independent and not part of Home Group or any council or housing association. We show Home Group’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 Home Group has to fix, by problem
Not Home Group?
Other landlords in the North of England
- Hull City Council repairsCouncil
- Incommunities repairsHousing association
- Irwell Valley Homes repairsHousing association
- Jigsaw Homes repairsHousing association
- Riverside repairsHousing association
- Thirteen repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Home Group and still waiting?
About 2 minutes. No documents. Free to check.