Independent · not part of Hyde
Hyde repairs: how to report a repair, phone numbers and timescales
How to report a repair to Hyde: the repairs phone number and emergency line, reporting a repair online, and how long Hyde has to fix it.
Other names: Tower Hamlets Community Housing
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: hyde-housing.co.uk
Has Hyde been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hyde’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, Hyde’s emergency line is here.
How to report
Reporting a repair to Hyde
- 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 Hyde misses its own target, complain. You may also be able to claim.
- Live chatLive chat is available through MyAccount.
Emergency repairs
When to call Hyde straight away
Phone Hyde straight away if anything puts someone in danger or leaves your home unsafe. Free to call. Emergencies 24 hours a day, 7 days a week; other repairs Monday to Friday, 8am to 5pm. The number is in Hyde’s repair contacts.
- 01Flooding
- 02Total loss of electricity
- 03Total loss of water
- 04Anything that puts your health, safety or security at risk
- 05Anything that could cause serious damage to your home
What counts as an emergency, from hyde-housing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Hyde.
Timescales
How long Hyde has to fix it
Hyde’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Hyde’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe within 24 hours; most are attended within 4 hours. Any follow-on repair is booked in as normal. | Emergency hazards: investigate and make safe within 24 hours |
| Non-urgent | 30 daysMost non-urgent repairs are done within 30 days; some can take up to 120 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | If more investigation is needed a surveyor usually visits within 5 to 14 days, and a serious or immediate health risk is treated as an emergency with action within 24 hours. Hyde revisits six months after the work to check the damp and mould has gone. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from hyde-housing.co.uk and Hyde’s damp and mould page, 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 Hyde doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hyde 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 Hyde
This can get Hyde to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Hyde to put things right. In its recent decisions about Hyde, it ordered between £450 and £850 in compensation.
How to complain to HydeYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Hyde
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Hyde
Acknowledged within 5 working days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Ask within three months of the stage 1 reply; a decision is aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Hyde to put things right.
Hyde’s record
How Hyde performs on repairs
Mar 2026: The regulator found Hyde runs an effective repairs service, has good systems to keep homes and shared areas safe, and keeps a close eye on how it handles complaints.
of Hyde tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Hyde in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Hyde
- How it handled repairs to the communal door entry system.Maladministration
£450 ordered - How it handled reports of a leak and associated repairs.Maladministration
£850 ordered
Sources: Regulator of Social Housing judgement, 25 March 2026; Hyde tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Hyde’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Hyde repairs: questions
What is Hyde’s repairs number?
0800 328 2282. Free to call. Emergencies 24 hours a day, 7 days a week; other repairs Monday to Friday, 8am to 5pm.
What is Hyde’s emergency or out of hours repairs number?
0800 328 2282 (Repairs line · 24 hours for emergencies). Free to call. Emergencies 24 hours a day, 7 days a week; other repairs Monday to Friday, 8am to 5pm.
Can I report a repair to Hyde online?
Yes, at hyde-housing.co.uk MyAccount. Report most repairs, including communal repairs, pick an appointment and track the job. You need a MyAccount login. Phone for emergencies.
How long does Hyde have to fix a repair?
Its own targets run from 24 hours (emergency) to 30 days (non-urgent). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Hyde tenants?
Since 27 October 2025, Hyde 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. Hyde’s own damp and mould commitment: If more investigation is needed a surveyor usually visits within 5 to 14 days, and a serious or immediate health risk is treated as an emergency with action within 24 hours. Hyde revisits six months after the work to check the damp and mould has gone.
How do I complain about a repair to Hyde?
Complain to Hyde first, online or by phone on 0800 328 2282. Acknowledged within 5 working days, with a reply aimed for 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 Hyde?
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 Hyde for you. It’s free to check.
Start your claimIs Report Repair part of Hyde?
No. Report Repair is independent and not part of Hyde or any council or housing association. We show Hyde’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 Hyde has to fix, by problem
Not Hyde?
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Reported a repair to Hyde and still waiting?
About 2 minutes. No documents. Free to check.