Independent · not part of Incommunities
Incommunities repairs: how to report a repair, phone numbers and timescales
How to report a repair to Incommunities: the repairs phone number and emergency line, and how long Incommunities has to fix it. Incommunities’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: incommunities.co.uk
Has Incommunities been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Incommunities’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, Incommunities’s emergency line is here.
How to report
Reporting a repair to Incommunities
- 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 Incommunities misses its own target, complain. You may also be able to claim.
- Emailrepairs.hotline@incommunities.co.uk for repairs. Phone for emergencies.
- Damp and mould emaildampresponseteam@incommunities.co.uk to report damp and mould.
Emergency repairs
When to call Incommunities straight away
Phone Incommunities straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs 24 hours a day. Other calls 8am to 6pm. The number is in Incommunities’s repair contacts.
- 01Burst pipes
- 02Gas leaks
- 03Loss of power
What counts as an emergency, from incommunities.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Incommunities.
Timescales
How long Incommunities has to fix it
Incommunities’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Incommunities’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend as soon as possible to fix the emergency. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysFixed by appointment. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working daysCompleted by appointment. | No fixed legal limit unless it’s a hazard |
| Unplanned major work | 40 working daysCompleted by appointment. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Incommunities says that, under Awaab’s Law, emergency damp and mould hazards are checked and made safe within 24 hours, and significant damp or mould is investigated within 10 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from incommunities.co.uk and Incommunities’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 20 working days ago? That’s past Incommunities’s own target. You could claim compensation.
Start your claimYour options
If Incommunities doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Incommunities 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 Incommunities
This can get Incommunities to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Incommunities to put things right. In its recent decisions about Incommunities, it ordered between £100 and £600 in compensation.
How to complain to IncommunitiesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Incommunities
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Incommunities
Acknowledged within 2 working days, with a reply within 10 working days of the acknowledgement.
- Stage 2
Ask for a review
A reply within 20 working days of the acknowledgement.
- Then
Housing Ombudsman
Independent. It can order Incommunities to put things right.
Incommunities’s record
How Incommunities performs on repairs
Apr 2026: The regulator found some weaknesses, including a high share of complaints about repairs and too little reporting to the board on repair quality and anti-social behaviour, although repair times are improving.
of Incommunities tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Incommunities in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Incommunities
- How it handled reports of damp and mould.Maladministration
£150 ordered - How it handled leak and associated repairs.Maladministration
£600 ordered - How it handled reports of pests in the property.Service failure
£100 ordered
Sources: Regulator of Social Housing judgement, 15 April 2026; Incommunities tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Incommunities’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Incommunities repairs: questions
What is Incommunities’s repairs number?
0330 175 9540. Emergency repairs 24 hours a day. Other calls 8am to 6pm.
What is Incommunities’s emergency or out of hours repairs number?
0330 175 9540 (Repairs line). Emergency repairs 24 hours a day. Other calls 8am to 6pm.
How long does Incommunities have to fix a repair?
Its own targets run from 24 hours (emergency) to 40 working days (unplanned major work). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Incommunities tenants?
Since 27 October 2025, Incommunities 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. Incommunities’s own damp and mould commitment: Incommunities says that, under Awaab’s Law, emergency damp and mould hazards are checked and made safe within 24 hours, and significant damp or mould is investigated within 10 working days.
How do I complain about a repair to Incommunities?
Complain to Incommunities first, online, by email (complaintssupportteam@incommunities.co.uk) or by phone on 0330 175 9540. Acknowledged within 2 working days, with a reply within 10 working days of the acknowledgement. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Incommunities?
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 Incommunities for you. It’s free to check.
Start your claimIs Report Repair part of Incommunities?
No. Report Repair is independent and not part of Incommunities or any council or housing association. We show Incommunities’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 Incommunities has to fix, by problem
Not Incommunities?
Other landlords in the North of England
- Home Group repairsHousing association
- Irwell Valley Homes repairsHousing association
- Jigsaw Homes repairsHousing association
- Joseph Rowntree Housing Trust repairsHousing association
- Karbon Homes repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Incommunities and still waiting?
About 2 minutes. No documents. Free to check.