Independent · not part of Housing 21
Housing 21 repairs: how to report a repair, phone numbers and timescales
How to report a repair to Housing 21: the repairs phone number and emergency line, and how long Housing 21 has to fix it. Housing 21’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: housing21.org.uk
Has Housing 21 been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Housing 21’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, Housing 21’s emergency line is here.
How to report
Reporting a repair to Housing 21
- 01Phone the repairs line. 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 Housing 21 misses its own target, complain. You may also be able to claim.
- Your local managerReport everyday repairs to your local manager, who logs and chases repairs. If they’re not available, contact details for another manager are on your noticeboard.
- General enquiries0370 192 4000
Emergency repairs
When to call Housing 21 straight away
Phone Housing 21 straight away if anything puts someone in danger or leaves your home unsafe. For emergency repairs. You can also press your emergency button or pendant, or pull your emergency cord, to reach Appello. The number is in Housing 21’s repair contacts.
- 01Total loss of power, water or gas
- 02Heating failure
- 03Blocked toilet when you have no other toilet
- 04Major water leak
- 05Major roof leak
What counts as an emergency, from housing21.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Housing 21.
Timescales
How long Housing 21 has to fix it
Housing 21’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Housing 21’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursThe most serious issues. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 calendar daysImportant repairs that need to be dealt with quickly. | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysLess urgent repairs that can be booked in. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Damp and mould is treated as a hazard: emergency hazards are investigated and made safe within 24 hours. Significant hazards are investigated within 10 working days, with a written outcome within 3 working days and safety work within a further 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from housing21.org.uk and Housing 21’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Housing 21’s own target. You could claim compensation.
Start your claimYour options
If Housing 21 doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Housing 21 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 Housing 21
This can get Housing 21 to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Housing 21 to put things right. In its recent decisions about Housing 21, it ordered £400 in compensation.
How to complain to Housing 21You can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Housing 21
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Housing 21
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged by the complaints team within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Housing 21 to put things right.
Housing 21’s record
How Housing 21 performs on repairs
May 2026: The regulator upgraded Housing 21 from C2 after it strengthened its oversight of health and safety and repairs, used complaints to improve services, and shared more performance information with tenants.
of Housing 21 tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Housing 21 in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Housing 21
- How it handled concerns about the heating system and the resident’s property temperature.Service failure
£400 ordered
Sources: Regulator of Social Housing judgement, 13 May 2026; Housing 21 tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Housing 21’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Housing 21 repairs: questions
What is Housing 21’s repairs number?
0333 321 6450. For emergency repairs. You can also press your emergency button or pendant, or pull your emergency cord, to reach Appello.
What is Housing 21’s emergency or out of hours repairs number?
0333 321 6450 (Emergency repairs). For emergency repairs. You can also press your emergency button or pendant, or pull your emergency cord, to reach Appello.
How long does Housing 21 have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Housing 21 tenants?
Since 27 October 2025, Housing 21 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. Housing 21’s own damp and mould commitment: Damp and mould is treated as a hazard: emergency hazards are investigated and made safe within 24 hours. Significant hazards are investigated within 10 working days, with a written outcome within 3 working days and safety work within a further 5 working days.
How do I complain about a repair to Housing 21?
Complain to Housing 21 first, online, by email (feedback@housing21.org.uk) or by phone on 0303 123 1622. 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 Housing 21?
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 Housing 21 for you. It’s free to check.
Start your claimIs Report Repair part of Housing 21?
No. Report Repair is independent and not part of Housing 21 or any council or housing association. We show Housing 21’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 Housing 21 has to fix, by problem
Not Housing 21?
Other landlords across England
- Anchor repairsHousing association
- Inclusion Housing repairsHousing association
- L&G Affordable Homes repairsHousing association
- Metropolitan Thames Valley Housing repairsHousing association
- Orbit repairsHousing association
- Places for People repairsHousing association
- Sanctuary Housing repairsHousing association
- The Guinness Partnership repairsHousing association
Reported a repair to Housing 21 and still waiting?
About 2 minutes. No documents. Free to check.