Independent · not part of Magna Housing
Magna Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Magna Housing: the repairs phone number and emergency line, reporting a repair online, and how long Magna has to fix it. Magna’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: magna.org.uk
Has Magna Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Magna’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, Magna’s emergency line is here.
How to report
Reporting a repair to Magna Housing
- 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 Magna misses its own target, complain. You may also be able to claim.
- Urgent hazard form (Awaab’s Law)Online form to report urgent hazards such as damp and mould, risk of falling, excess cold or heat, fire and electrical issues: magna.org.uk/your-home/repairs/awaabs-law
- Emailcontactus@magna.org.uk (replies within two days)
- Live chatOn the Magna website, usually Monday to Friday 9am to 4pm
Emergency repairs
When to call Magna straight away
Phone Magna straight away if anything puts someone in danger or leaves your home unsafe. For emergencies 24 hours a day, every day. Magna asks you to phone only for emergencies and to report other repairs online. Office hours: Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm. The number is in Magna’s repair contacts.
- 01Complete loss of electricity or water supply
- 02Flood or accident damage
- 03Your only toilet is blocked
What counts as an emergency, from magna.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Magna.
Timescales
How long Magna Housing has to fix it
Magna’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Magna’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe within 24 hours; Magna may come back later to finish the repair. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysSignificant risk to health, safety or security that is not an emergency. | No fixed legal limit unless it’s a hazard |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Major repairs | 3 monthsLarger day-to-day repairs taking more than 5 hours. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards investigated within 24 hours and made safe within a further 24 hours. Urgent hazards such as damp and mould investigated within 10 working days, with safety work within 5 working days of the investigation and longer-term work started within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from magna.org.uk and Magna’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Magna’s own target. You could claim compensation.
Start your claimYour options
If Magna Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Magna 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 Magna
This can get Magna to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Magna to put things right.
How to complain to MagnaYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Magna
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Magna
Acknowledged within 5 working days, with a full reply normally within 10 working days.
- Stage 2
Ask for a review
If you ask within 30 days, a further investigation (usually by a director) with a full reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Magna to put things right.
Magna’s record
How Magna Housing performs on repairs
of Magna tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Magna in 2024/25 were maladministration.
Sources: Magna tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Magna Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Magna Housing repairs: questions
What is Magna Housing’s repairs number?
0800 358 6025. For emergencies 24 hours a day, every day. Magna asks you to phone only for emergencies and to report other repairs online. Office hours: Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm.
What is Magna Housing’s emergency or out of hours repairs number?
0800 358 6025 (Emergency repairs line). For emergencies 24 hours a day, every day. Magna asks you to phone only for emergencies and to report other repairs online. Office hours: Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm.
Can I report a repair to Magna Housing online?
Yes, at magna.org.uk/your-home/repairs/report-a-repair. Routine (non-urgent) repairs, with photos if you can. Phone for emergencies.
How long does Magna Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 3 months (major repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Magna Housing tenants?
Since 27 October 2025, Magna 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. Magna’s own damp and mould commitment: Emergency hazards investigated within 24 hours and made safe within a further 24 hours. Urgent hazards such as damp and mould investigated within 10 working days, with safety work within 5 working days of the investigation and longer-term work started within 12 weeks.
How do I complain about a repair to Magna Housing?
Complain to Magna first, online. Acknowledged within 5 working days, with a full reply normally 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 Magna Housing?
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 Magna Housing for you. It’s free to check.
Start your claimIs Report Repair part of Magna Housing?
No. Report Repair is independent and not part of Magna Housing or any council or housing association. We show Magna’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 Magna has to fix, by problem
Not Magna?
Other landlords in the South of England
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- Medway Council repairsCouncil
- Mid Devon District Council repairsCouncil
- Milton Keynes City Council repairsCouncil
- Moat repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Magna Housing and still waiting?
About 2 minutes. No documents. Free to check.