Independent · not part of Homes Plus
Homes Plus repairs: how to report a repair, phone numbers and timescales
How to report a repair to Homes Plus: the repairs phone number and emergency line, reporting a repair online, and how long Homes Plus has to fix it.
Other names: Housing Plus Group, The Housing Plus Group Limited
Service update. Homes Plus says repairs are taking longer than usual because of high demand for emergency and damp and mould repairs. Routine and major repairs are delayed; emergency repairs are not affected.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: homesplus.co.uk
Has Homes Plus been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Homes Plus’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, Homes Plus’s emergency line is here.
How to report
Reporting a repair to Homes Plus
- 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 Homes Plus misses its own target, complain. You may also be able to claim.
- Report damp and mould onlinehttps://www.homesplus.co.uk/my-home/repairs-and-maintenance/damp-mould-and-condensation/report-damp-and-mould/
- Online accountMy Homes Plus: https://www.homesplus.co.uk/my-homes-plus/
- Heating and hot waterRepairs are done by contractors Sureserve Compliance Central and PH Jones; for emergencies such as no heating or hot water an engineer aims to attend within 6 hours.
Emergency repairs
When to call Homes Plus straight away
Phone Homes Plus straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs, including out of hours. In office hours, press 2 to report a repair. The number is in Homes Plus’s repair contacts.
- 01No heating or hot water
- 02Major damage to the structure of your home
- 03A water leak you can’t control
- 04A gas leak (call the National Gas Emergency Service on 0800 111 999 first)
- 05A dangerous electrical fault
- 06A front door or window that won’t secure
- 07Damp and mould
What counts as an emergency, from homesplus.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Homes Plus.
Timescales
How long Homes Plus has to fix it
Homes Plus’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Homes Plus’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursRepairs that are a health and safety risk or a real danger to people or property. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 24 hoursMonday to Friday. Quick jobs (under an hour) that cause real inconvenience, like a replacement tap. | No fixed legal limit unless it’s a hazard |
| Minor | 17 daysAll other minor repairs that are not urgent. | No fixed legal limit unless it’s a hazard |
| Major | 60 daysJobs costing over £500 or taking more than a day. May be longer if specialist work is needed. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould repairs attended within 24 hours; significant cases attended within 10 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from homesplus.co.uk, checked 5 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 Homes Plus doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Homes Plus 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 Homes Plus
This can get Homes Plus to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Homes Plus to put things right. In its recent decisions about Homes Plus, it ordered £750 in compensation.
How to complain to Homes PlusYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Homes Plus
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Homes Plus
Acknowledged within 5 working days, with a reply aimed for within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Homes Plus to put things right.
Homes Plus’s record
How Homes Plus performs on repairs
of tenants across Homes Plus’s group were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Homes Plus in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Homes Plus
- How it handled outstanding repairs.Maladministration
£750 ordered
Sources: Homes Plus tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Homes Plus’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Homes Plus repairs: questions
What is Homes Plus’s repairs number?
0800 007 4567. Emergency repairs, including out of hours. In office hours, press 2 to report a repair.
What is Homes Plus’s emergency or out of hours repairs number?
0800 007 4567 (Repairs line). Emergency repairs, including out of hours. In office hours, press 2 to report a repair.
Can I report a repair to Homes Plus online?
Yes, at homesplus.co.uk · report a non-emergency repair. Online form for non-emergency repairs only. Phone for emergencies.
How long does Homes Plus have to fix a repair?
Its own targets run from 4 hours (emergency) to 60 days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Homes Plus tenants?
Since 27 October 2025, Homes Plus 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. Homes Plus’s own damp and mould commitment: Emergency damp and mould repairs attended within 24 hours; significant cases attended within 10 working days.
How do I complain about a repair to Homes Plus?
Complain to Homes Plus first, online, by email (feedback@housingplusgroup.co.uk) or by phone on 0800 007 4567. Acknowledged within 5 working days, with a reply aimed for 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 Homes Plus’s repairs service right now?
When we last checked (5 October 2026), Homes Plus said: Homes Plus says repairs are taking longer than usual because of high demand for emergency and damp and mould repairs. Routine and major repairs are delayed; emergency repairs are not affected. The other ways to report are in Homes Plus’s repair contacts on this page.
Can I claim compensation from Homes Plus?
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 Homes Plus for you. It’s free to check.
Start your claimIs Report Repair part of Homes Plus?
No. Report Repair is independent and not part of Homes Plus or any council or housing association. We show Homes Plus’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 Homes Plus has to fix, by problem
Not Homes Plus?
Other landlords in the Midlands
- Amplius repairsHousing association
- Citizen repairsHousing association
- Honeycomb Group repairsHousing association
- Leicester City Council repairsCouncil
- Mansfield District Council repairsCouncil
- Melton Borough Council repairsCouncil
- Midland Heart repairsHousing association
- Platform Housing Group repairsHousing association
Reported a repair to Homes Plus and still waiting?
About 2 minutes. No documents. Free to check.