Independent · not part of Housing Solutions
Housing Solutions repairs: how to report a repair, phone numbers and timescales
How to report a repair to Housing Solutions: the repairs phone number and emergency line, reporting a repair online, and how long Housing Solutions has to fix it. Housing Solutions’s own target for routine repairs is 21 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: housingsolutions.co.uk
Has Housing Solutions been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Housing Solutions’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 Solutions’s emergency line is here.
How to report
Reporting a repair to Housing Solutions
- 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 Housing Solutions misses its own target, complain. You may also be able to claim.
- WebchatLive chat on the website, including for emergency repairs.
- Emailcontact@housingsolutions.co.uk (for reporting hazards such as damp, mould, leaks or faulty electrics).
Emergency repairs
When to call Housing Solutions straight away
Phone Housing Solutions straight away if anything puts someone in danger or leaves your home unsafe. Emergencies 24 hours a day, every day. Contact centre hours: Monday, Tuesday and Thursday 8.45am to 5.15pm, Wednesday 10am to 5.15pm, Friday 8.45am to 4.45pm. The number is in Housing Solutions’s repair contacts.
- 01Gas leak, or a carbon monoxide alarm going off
- 02No electricity, or unsafe electrics, sockets or fittings
- 03No drinking water
- 04No heating or hot water between 30 September and 31 March
- 05Blocked drains backing up, or your only toilet blocked
- 06Storm, flood or accident damage to your home
- 07A home left unsafe or insecure after vandalism or a break-in, or broken glass that could cause injury
- 08Faulty fire alarms or a blocked fire escape
What counts as an emergency, from housingsolutions.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Housing Solutions.
Timescales
How long Housing Solutions has to fix it
Housing Solutions’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Housing Solutions’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursIssues that affect your health, safety or security, or could cause major damage. | Emergency hazards: investigate and make safe within 24 hours |
| Supported living, sheltered and care homes | 24 hoursFor example nurse call, emergency lighting or heating failures. | No fixed legal limit unless it’s a hazard |
| Urgent | 3 working daysProblems causing real disruption or likely to cause more damage, including severe damp or mould. | No fixed legal limit unless it’s a hazard |
| Routine | 21 working daysMost are done sooner. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Housing Solutions says it follows Awaab’s Law: serious hazards investigated within 10 working days, safety work started within 5 working days of a confirmed serious hazard, emergencies made safe within 24 hours, and a written summary within 3 working days of a damp and mould inspection. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from housingsolutions.co.uk and Housing Solutions’s damp and mould page, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 21 working days ago? That’s past Housing Solutions’s own target. You could claim compensation.
Start your claimYour options
If Housing Solutions doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Housing Solutions 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 Solutions
This can get Housing Solutions to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Housing Solutions to put things right.
How to complain to Housing SolutionsYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Housing Solutions
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Housing Solutions
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 Housing Solutions to put things right.
Housing Solutions’s record
How Housing Solutions performs on repairs
Mar 2026: The regulator’s first consumer grading, after an inspection, found Housing Solutions is delivering the consumer standards overall.
of Housing Solutions tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Housing Solutions in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 25 March 2026; Housing Solutions tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Housing Solutions’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Housing Solutions repairs: questions
What is Housing Solutions’s repairs number?
01628 543101. Emergencies 24 hours a day, every day. Contact centre hours: Monday, Tuesday and Thursday 8.45am to 5.15pm, Wednesday 10am to 5.15pm, Friday 8.45am to 4.45pm.
What is Housing Solutions’s emergency or out of hours repairs number?
01628 543101 (Repairs and contact centre). Emergencies 24 hours a day, every day. Contact centre hours: Monday, Tuesday and Thursday 8.45am to 5.15pm, Wednesday 10am to 5.15pm, Friday 8.45am to 4.45pm.
Can I report a repair to Housing Solutions online?
Yes, at myaccount.housingsolutions.co.uk. Customer portal to book, change or cancel repair appointments. You need an account; registering needs your reference.
How long does Housing Solutions have to fix a repair?
Its own targets run from 4 hours (emergency) to 21 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Housing Solutions tenants?
Since 27 October 2025, Housing Solutions 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 Solutions’s own damp and mould commitment: Housing Solutions says it follows Awaab’s Law: serious hazards investigated within 10 working days, safety work started within 5 working days of a confirmed serious hazard, emergencies made safe within 24 hours, and a written summary within 3 working days of a damp and mould inspection.
How do I complain about a repair to Housing Solutions?
Complain to Housing Solutions first, online or by phone on 01628 543101. 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.
Can I claim compensation from Housing Solutions?
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 Solutions for you. It’s free to check.
Start your claimIs Report Repair part of Housing Solutions?
No. Report Repair is independent and not part of Housing Solutions or any council or housing association. We show Housing Solutions’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 Solutions has to fix, by problem
Not Housing Solutions?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Hundred Houses Society repairsHousing association
- Hyde repairsHousing association
- Ipswich Borough Council repairsCouncil
- Lewes District Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Housing Solutions and still waiting?
About 2 minutes. No documents. Free to check.