Independent · not part of Lifestone Homes
Lifestone Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Lifestone Homes: the repairs phone number and emergency line, reporting a repair online, and how long Lifestone Homes has to fix it.
Other names: Settle, Settle Group, Paradigm Housing, Paradigm Housing Group
Online reporting down. Online repair reporting on the former Settle website is down for maintenance. Phone 0300 303 1010 to report a repair.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: paradigmhousing.co.uk
Has Lifestone Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Lifestone 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, Lifestone Homes’s emergency line is here.
How to report
Reporting a repair to Lifestone Homes
- 01Phone or 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 Lifestone Homes misses its own target, complain. You may also be able to claim.
- EmailRepairs@lifestone.co.uk
- MyLifestone account (former Paradigm homes)Report repairs through your MyLifestone account at myparadigm.paradigmhousing.co.uk.
- MyLifestone account (former Settle homes)Report repairs, including communal repairs, through your account at account.settlegroup.org.uk (currently down for maintenance).
- Damp and mould form (former Settle homes)Report damp, mould or another hazard online at reportahazard.settlegroup.org.uk.
Emergency repairs
When to call Lifestone Homes straight away
Phone Lifestone Homes straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 8am to 5:30pm (choose option 2 for repairs). Emergencies any time, day or night, on the same number. The number is in Lifestone Homes’s repair contacts.
- 01A water leak you can’t contain
- 02Complete loss of heating or hot water in winter
- 03An electrical or fire risk
- 04Your home can’t be made secure
What counts as an emergency, from paradigmhousing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Lifestone Homes.
Timescales
How long Lifestone Homes has to fix it
Lifestone Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Lifestone Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Standard | 20 working days | No fixed legal limit unless it’s a hazard |
| Complex or planned | 60 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards made safe within 24 hours and significant hazards within 5 days, with a full inspection within 10 working days; all work started within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from paradigmhousing.co.uk and Lifestone Homes’s damp and mould page, checked 5 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 Lifestone Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Lifestone 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 Lifestone Homes
This can get Lifestone Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Lifestone Homes to put things right. In its recent decisions about Lifestone Homes, it ordered between £100 and £1,125 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Lifestone Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Lifestone Homes
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Lifestone Homes to put things right.
Lifestone Homes’s record
How Lifestone Homes performs on repairs
Recent Housing Ombudsman decisions about Lifestone Homes
- How it handled leaks from the bathroom contributing to damp and mould, and damaged flooring in the connected hallway.Maladministration
£1,125 ordered - How it handled reports of damp and mould.Service failure
£500 ordered - How it handled reports about damp and mould and asbestos.Service failure
£100 ordered
Contacts
Lifestone Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Lifestone Homes repairs: questions
What is Lifestone Homes’s repairs number?
0300 303 1010. Weekdays 8am to 5:30pm (choose option 2 for repairs). Emergencies any time, day or night, on the same number.
What is Lifestone Homes’s emergency or out of hours repairs number?
0300 303 1010 (Repairs line). Weekdays 8am to 5:30pm (choose option 2 for repairs). Emergencies any time, day or night, on the same number.
Can I report a repair to Lifestone Homes online?
Yes, at paradigmhousing.co.uk/report-a-repair. Online repair form for homes formerly managed by Paradigm. Phone for emergencies.
How long does Lifestone Homes have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (complex or planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Lifestone Homes tenants?
Since 27 October 2025, Lifestone 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. Lifestone Homes’s own damp and mould commitment: Emergency damp and mould hazards made safe within 24 hours and significant hazards within 5 days, with a full inspection within 10 working days; all work started within 12 weeks.
How do I complain about a repair to Lifestone Homes?
Complain to Lifestone Homes first, online, by email (CustomerResolutions@lifestone.co.uk) or by phone on 0300 303 1010. Acknowledged within 5 working days, with a reply within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Are there any problems with Lifestone Homes’s repairs service right now?
When we last checked (5 October 2026), Lifestone Homes said: Online repair reporting on the former Settle website is down for maintenance. Phone 0300 303 1010 to report a repair. The other ways to report are in Lifestone Homes’s repair contacts on this page.
Can I claim compensation from Lifestone 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 Lifestone Homes for you. It’s free to check.
Start your claimIs Report Repair part of Lifestone Homes?
No. Report Repair is independent and not part of Lifestone Homes or any council or housing association. We show Lifestone 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 Lifestone Homes has to fix, by problem
Not Lifestone Homes?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- LiveWest repairsHousing association
- Luton Borough Council repairsCouncil
- Magna Housing repairsHousing association
- Medway Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Lifestone Homes and still waiting?
About 2 minutes. No documents. Free to check.