Independent · not part of Karbon Homes
Karbon Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Karbon Homes: the repairs phone number and emergency line, reporting a repair online, and how long Karbon Homes has to fix it. Karbon Homes’s own target for routine repairs is 20 working days.
Other names: Karbon Group
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: karbonhomes.co.uk
Has Karbon Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Karbon Homes’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, Karbon Homes’s emergency line is here.
How to report
Reporting a repair to Karbon Homes
- 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 Karbon Homes misses its own target, complain. You may also be able to claim.
- MyKarbon appThe MyKarbon app is available for Android and iPhone.
- Web chatKarbon offers web chat on its website.
- Emailinfo@karbonhomes.co.uk for general enquiries. Phone for emergencies.
Emergency repairs
When to call Karbon Homes straight away
Phone Karbon Homes straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs any time. Other calls Monday to Friday, 8am to 6pm. The number is in Karbon Homes’s repair contacts.
- 01No electricity, water or gas at all
- 02Heating broken in winter, or where someone at home is elderly, disabled, seriously ill or a young child
- 03A serious plumbing or gas leak
- 04Unsafe electrics, such as water getting in, a burning smell or bare wires
- 05A serious roof leak or major structural failure
- 06Your only toilet can’t be used
- 07A smoke or carbon monoxide alarm going off
- 08A front or back door or ground-floor window that isn’t secure
What counts as an emergency, from karbonhomes.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Karbon Homes.
Timescales
How long Karbon Homes has to fix it
Karbon Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Karbon Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAim to have someone at your home. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working daysAim to complete the repair. | No fixed legal limit unless it’s a hazard |
| Major | 60 working daysAim to complete the repair. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Karbon says it responds within 24 hours where damp and mould is an immediate risk, and within 10 working days for extensive cases, then sends a letter or email setting out its findings within 3 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from karbonhomes.co.uk and Karbon Homes’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 Karbon Homes’s own target. You could claim compensation.
Start your claimYour options
If Karbon Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Karbon Homes 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 Karbon Homes
This can get Karbon Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Karbon Homes to put things right. In its recent decisions about Karbon Homes, it ordered between £75 and £850 in compensation.
How to complain to Karbon HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Karbon Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Karbon Homes
Acknowledged within 5 working days, with a written outcome within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a written outcome within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Karbon Homes to put things right.
Karbon Homes’s record
How Karbon Homes performs on repairs
Sep 2025: The regulator found some weaknesses, mainly that Karbon still needs time to show lasting improvement in how quickly repairs are done.
of Karbon Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Karbon Homes in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Karbon Homes
- How it handled reported repairs relating to the heating and extractor fan.Service failure
£75 ordered - How it handled repairs to the kitchen.Maladministration
£850 ordered - How it handled reports of damp, mould and associated repairs.Maladministration
£250 ordered
Sources: Regulator of Social Housing judgement, 24 September 2025; Karbon Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Karbon Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Karbon Homes repairs: questions
What is Karbon Homes’s repairs number?
0808 164 0111. Emergency repairs any time. Other calls Monday to Friday, 8am to 6pm.
What is Karbon Homes’s emergency or out of hours repairs number?
0808 164 0111 (Repairs line). Emergency repairs any time. Other calls Monday to Friday, 8am to 6pm.
Can I report a repair to Karbon Homes online?
Yes, at myaccount.karbonhomes.co.uk. Book a repair slot through your MyKarbon account. You need to log in or register.
How long does Karbon Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Karbon Homes tenants?
Since 27 October 2025, Karbon Homes 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. Karbon Homes’s own damp and mould commitment: Karbon says it responds within 24 hours where damp and mould is an immediate risk, and within 10 working days for extensive cases, then sends a letter or email setting out its findings within 3 working days.
How do I complain about a repair to Karbon Homes?
Complain to Karbon Homes first, online, by email (info@karbonhomes.co.uk) or by phone on 0808 164 0111. Acknowledged within 5 working days, with a written outcome 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 Karbon Homes?
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 Karbon Homes for you. It’s free to check.
Start your claimIs Report Repair part of Karbon Homes?
No. Report Repair is independent and not part of Karbon Homes or any council or housing association. We show Karbon Homes’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 Karbon Homes has to fix, by problem
Not Karbon Homes?
Other landlords in the North of England
- Home Group repairsHousing association
- Kirklees Council repairsCouncil
- Lancaster City Council repairsCouncil
- Leeds City Council repairsCouncil
- Leeds Federated Housing Association repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Karbon Homes and still waiting?
About 2 minutes. No documents. Free to check.