Independent · not part of Magenta Living
Magenta Living repairs: how to report a repair, phone numbers and timescales
How to report a repair to Magenta Living: the repairs phone number and emergency line, reporting a repair online, and how long Magenta Living has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: magentaliving.org.uk
Has Magenta Living been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Magenta Living’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, Magenta Living’s emergency line is here.
How to report
Reporting a repair to Magenta Living
- 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 Magenta Living misses its own target, complain. You may also be able to claim.
- Emailcontactus@magentaliving.org.uk (for repairs and general enquiries)
- FacebookPrivate message Magenta Living on Facebook for non-emergency repairs, Monday to Friday 9am to 5pm.
- Live chatOn the Magenta Living website, Monday to Friday 10am to 4pm.
Emergency repairs
When to call Magenta Living straight away
Phone Magenta Living straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day. Between 8pm and 7am it takes emergency calls only. The number is in Magenta Living’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Magenta Living.
Timescales
How long Magenta Living has to fix it
Magenta Living’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Magenta Living’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Priority 2 | 5 working days | No fixed legal limit unless it’s a hazard |
| Priority 3 | 21 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould | 26 calendar days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | When you report damp or mould, Magenta Living asks a few questions and usually arranges a video call with a technician to look at it, or a home visit if you can’t use video. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from magentaliving.org.uk and Magenta Living’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 Magenta Living doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Magenta Living 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 Magenta Living
This can get Magenta Living to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Magenta Living to put things right.
How to complain to Magenta LivingYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Magenta Living
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Magenta Living
Acknowledged within 5 working days, with a full reply aimed for within 10 working days.
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Magenta Living to put things right.
Magenta Living’s record
How Magenta Living performs on repairs
Jul 2026: The regulator found Magenta Living is delivering the consumer standards, with good safety systems, accurate stock records, an effective repairs service and an effective complaints service.
of Magenta Living tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Magenta Living in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 29 July 2026; Magenta Living tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Magenta Living’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Magenta Living repairs: questions
What is Magenta Living’s repairs number?
0808 100 9596. Open 24 hours a day. Between 8pm and 7am it takes emergency calls only.
What is Magenta Living’s emergency or out of hours repairs number?
0808 100 9596 (Repairs and emergencies). Open 24 hours a day. Between 8pm and 7am it takes emergency calls only.
Can I report a repair to Magenta Living online?
Yes, at MyMagenta customer portal. Report non-emergency repairs and book an appointment. You need to register and log in. Phone for emergencies.
How long does Magenta Living have to fix a repair?
Its own targets run from 24 hours (emergency) to 26 calendar days (damp and mould). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Magenta Living tenants?
Since 27 October 2025, Magenta Living 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. Magenta Living’s own damp and mould commitment: When you report damp or mould, Magenta Living asks a few questions and usually arranges a video call with a technician to look at it, or a home visit if you can’t use video.
How do I complain about a repair to Magenta Living?
Complain to Magenta Living first, online, by email (contactus@magentaliving.org.uk) or by phone on 0808 100 9596. Acknowledged within 5 working days, with a full 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 Magenta Living?
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 Magenta Living for you. It’s free to check.
Start your claimIs Report Repair part of Magenta Living?
No. Report Repair is independent and not part of Magenta Living or any council or housing association. We show Magenta Living’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 Magenta Living has to fix, by problem
Not Magenta Living?
Other landlords in the North of England
- Home Group repairsHousing association
- Manchester City Council repairsCouncil
- Manningham Housing Association repairsHousing association
- MSV Housing repairsHousing association
- Muir Group Housing Association repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Magenta Living and still waiting?
About 2 minutes. No documents. Free to check.