Independent · not part of LiveWest
LiveWest repairs: how to report a repair, phone numbers and timescales
How to report a repair to LiveWest: the repairs phone number and emergency line, reporting a repair online, and how long LiveWest has to fix it.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: livewest.co.uk
Has LiveWest been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet LiveWest’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, LiveWest’s emergency line is here.
How to report
Reporting a repair to LiveWest
- 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 LiveWest misses its own target, complain. You may also be able to claim.
- Emailenquiries@livewest.co.uk
- Facebook MessengerMessage LiveWest at m.me/wearelivewest
- Chase a repairChase an existing repair online: https://www.livewest.co.uk/form/chase-us-up
Emergency repairs
When to call LiveWest straight away
Phone LiveWest straight away if anything puts someone in danger or leaves your home unsafe. Open Monday to Friday 8am to 5pm. Outside these hours, the same number takes emergency repairs. The number is in LiveWest’s repair contacts.
- 01Exposed wires, broken sockets or water leaking through electrics
- 02Gas leaks
- 03Burst pipes or serious leaks that can’t be contained
- 04No electricity, gas or water at all
- 05Something likely to injure someone, such as loose roof tiles or unsafe walls
- 06No heating or hot water between 31 October and 1 May
- 07Carbon monoxide alarm going off, or communal fire alarm sounding non-stop
- 08Home not secure after a break-in or damage
What counts as an emergency, from livewest.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell LiveWest.
Timescales
How long LiveWest has to fix it
LiveWest’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | LiveWest’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursSame day where possible. | Emergency hazards: investigate and make safe within 24 hours |
| Responsive repair | 20 working daysAn appointment offered within 20 working days (28 calendar days). | No fixed legal limit unless it’s a hazard |
| Managed repairs and minor projects | 64 working daysAbout 90 calendar days. | No fixed legal limit unless it’s a hazard |
| Component replacement | 128 working daysAbout 180 calendar days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Possible emergency damp and mould hazards are investigated within 24 hours, and all significant damp and mould within 10 working days, with a written summary within 3 working days. Safety work starts within 5 working days, or at the latest within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from livewest.co.uk, 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 LiveWest doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with LiveWest 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 LiveWest
This can get LiveWest to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order LiveWest to put things right. In its recent decisions about LiveWest, it ordered between £450 and £2,000 in compensation.
How to complain to LiveWestYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to LiveWest
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to LiveWest
Acknowledged within 5 working days, with a reply aimed for within 10 working days.
- Stage 2
Ask for a review
A reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order LiveWest to put things right.
LiveWest’s record
How LiveWest performs on repairs
of LiveWest tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about LiveWest in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about LiveWest
- How it handled a leak.Maladministration
£2,000 ordered - How it handled reports of delays to repairs and subsequent room loss.Service failure
£1,950 ordered - How it handled window replacements.Maladministration
£450 ordered
Sources: LiveWest tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
LiveWest’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
LiveWest repairs: questions
What is LiveWest’s repairs number?
0300 123 8080. Open Monday to Friday 8am to 5pm. Outside these hours, the same number takes emergency repairs.
What is LiveWest’s emergency or out of hours repairs number?
0300 123 8080 (Customer services · repairs). Open Monday to Friday 8am to 5pm. Outside these hours, the same number takes emergency repairs.
Can I report a repair to LiveWest online?
Yes, at myportal.livewest.co.uk. Report repairs through the customer portal. You need to sign up first, using your new agreement number.
How long does LiveWest have to fix a repair?
Its own targets run from 24 hours (emergency) to 128 working days (component replacement). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for LiveWest tenants?
Since 27 October 2025, LiveWest 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. LiveWest’s own damp and mould commitment: Possible emergency damp and mould hazards are investigated within 24 hours, and all significant damp and mould within 10 working days, with a written summary within 3 working days. Safety work starts within 5 working days, or at the latest within 12 weeks.
How do I complain about a repair to LiveWest?
Complain to LiveWest first, online or by phone on 0300 123 8080. Acknowledged within 5 working days, with a reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from LiveWest?
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 LiveWest for you. It’s free to check.
Start your claimIs Report Repair part of LiveWest?
No. Report Repair is independent and not part of LiveWest or any council or housing association. We show LiveWest’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 LiveWest has to fix, by problem
Not LiveWest?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Luton Borough Council repairsCouncil
- Magna Housing repairsHousing association
- Medway Council repairsCouncil
- Mid Devon District Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to LiveWest and still waiting?
About 2 minutes. No documents. Free to check.