Independent · not part of Muir Group Housing Association
Muir Group Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Muir Group Housing Association: the repairs phone number and emergency line, and how long Muir has to fix it.
Service update. Muir says its online repair reporting in ‘My Muir’ is unavailable at the moment. Report repairs by phone, email or social media instead.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: muir.org.uk
Has Muir Group Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Muir’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, Muir’s emergency line is here.
How to report
Reporting a repair to Muir Group Housing Association
- 01Phone the repairs line. 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 Muir misses its own target, complain. You may also be able to claim.
- Emailinfo@muir.org.uk
- TextText 07537 404 678 (messages, photos, video and voice notes)
- Textphone0300 123 3005, or text relay 18001 0300 123 1222
Emergency repairs
When to call Muir straight away
Phone Muir straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8am to 6pm. Emergency repairs at any time, 365 days a year. The number is in Muir’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Muir.
Timescales
How long Muir Group Housing Association has to fix it
Muir’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Muir’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursRespond to make your home safe. | Emergency hazards: investigate and make safe within 24 hours |
| Appointable | 20 days | No fixed legal limit unless it’s a hazard |
| Appointable planned | 12 monthsWorks needing parts made or a specialist contractor. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | When you report damp or mould it will ask questions and may ask for photos, call you to discuss it and may book an inspection, then agree an action plan with you, which may include a visit from a specialist ventilation contractor. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from muir.org.uk and Muir’s damp and mould page, checked 8 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 Muir Group Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Muir 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 Muir
This can get Muir to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Muir to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Muir
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Muir
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- 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 Muir to put things right.
Muir’s record
How Muir Group Housing Association performs on repairs
of Muir tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Muir in 2024/25 were maladministration.
Sources: Muir tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Muir Group Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Muir Group Housing Association repairs: questions
What is Muir Group Housing Association’s repairs number?
0300 123 1222. Monday to Friday 8am to 6pm. Emergency repairs at any time, 365 days a year.
What is Muir Group Housing Association’s emergency or out of hours repairs number?
0300 123 1222 (Repairs line). Monday to Friday 8am to 6pm. Emergency repairs at any time, 365 days a year.
How long does Muir Group Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 12 months (appointable planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Muir Group Housing Association tenants?
Since 27 October 2025, Muir 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. Muir’s own damp and mould commitment: When you report damp or mould it will ask questions and may ask for photos, call you to discuss it and may book an inspection, then agree an action plan with you, which may include a visit from a specialist ventilation contractor.
How do I complain about a repair to Muir Group Housing Association?
Complain to Muir first, online, by email (complaints@muir.org.uk) or by phone on 0300 123 1222. It should acknowledge your complaint within 5 working days and reply 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.
Are there any problems with Muir Group Housing Association’s repairs service right now?
When we last checked (8 October 2026), Muir said: Muir says its online repair reporting in ‘My Muir’ is unavailable at the moment. Report repairs by phone, email or social media instead. The other ways to report are in Muir’s repair contacts on this page.
Can I claim compensation from Muir Group Housing Association?
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 Muir Group Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Muir Group Housing Association?
No. Report Repair is independent and not part of Muir Group Housing Association or any council or housing association. We show Muir’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 Muir has to fix, by problem
Not Muir?
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Reported a repair to Muir Group Housing Association and still waiting?
About 2 minutes. No documents. Free to check.