Independent · not part of Newlon Housing Trust
Newlon Housing Trust repairs: how to report a repair, phone numbers and timescales
How to report a repair to Newlon Housing Trust: the repairs phone numbers and emergency line, reporting a repair online, and how long Newlon has to fix it.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: newlon.org.uk
Has Newlon Housing Trust been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Newlon’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, Newlon’s emergency line is here.
How to report
Reporting a repair to Newlon Housing Trust
- 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 Newlon misses its own target, complain. You may also be able to claim.
- Emailrepairs@newlon.org.uk – non-urgent repairs only, answered within 2 to 10 working days
Emergency repairs
When to call Newlon straight away
Phone Newlon straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 8am to 5pm. Out of hours, the same number gives you options for emergency repairs. The number is in Newlon’s repair contacts.
- 01No water at all
- 02No electricity at all
- 03Dangerous structural damage, such as a collapsed ceiling
What counts as an emergency, from newlon.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Newlon.
Timescales
How long Newlon Housing Trust has to fix it
Newlon doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Newlon’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Newlon says it follows Awaab’s Law: emergency damp and mould hazards are investigated and made safe within 24 hours; significant hazards are investigated within 10 working days, with repairs starting within 5 working days of the investigation and follow-up work finished within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Newlon’s damp and mould commitment, checked 7 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 Newlon Housing Trust doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Newlon 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 Newlon
This can get Newlon to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Newlon to put things right.
How to complain to NewlonYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Newlon
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Newlon
Handled by the Service Resolution Team, with a full reply within 10 working days.
- Stage 2
Ask for a review
Ask for a review within 30 working days of the first reply; different staff review it and reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Newlon to put things right.
Newlon’s record
How Newlon Housing Trust performs on repairs
Apr 2026: The regulator found weaknesses in Newlon’s repairs service, seen in tenant satisfaction, performance figures and complaints, including not meeting its own timescales for non-urgent repairs.
of Newlon tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Newlon in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 29 April 2026; Newlon tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Newlon Housing Trust’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Newlon Housing Trust repairs: questions
What is Newlon Housing Trust’s repairs number?
020 7613 8080 (Service Centre) or 0800 072 4611 (Freephone). Monday to Friday, 8am to 5pm. Out of hours, the same number gives you options for emergency repairs.
What is Newlon Housing Trust’s emergency or out of hours repairs number?
020 7613 8080 (Service Centre · repairs). Monday to Friday, 8am to 5pm. Out of hours, the same number gives you options for emergency repairs.
Can I report a repair to Newlon Housing Trust online?
Yes, at my.newlon.org.uk. Report repairs at any time and track their progress through the My Newlon portal. You need to sign in. Phone for anything urgent.
What does Awaab’s Law mean for Newlon Housing Trust tenants?
Since 27 October 2025, Newlon 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. Newlon’s own damp and mould commitment: Newlon says it follows Awaab’s Law: emergency damp and mould hazards are investigated and made safe within 24 hours; significant hazards are investigated within 10 working days, with repairs starting within 5 working days of the investigation and follow-up work finished within 12 weeks.
How do I complain about a repair to Newlon Housing Trust?
Complain to Newlon first, online, by email (serviceresolution@newlon.org.uk) or by phone on 020 7613 8080. Handled by the Service Resolution Team, with a full reply 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 Newlon Housing Trust?
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 Newlon Housing Trust for you. It’s free to check.
Start your claimIs Report Repair part of Newlon Housing Trust?
No. Report Repair is independent and not part of Newlon Housing Trust or any council or housing association. We show Newlon’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 Newlon has to fix, by problem
Not Newlon?
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Reported a repair to Newlon Housing Trust and still waiting?
About 2 minutes. No documents. Free to check.