Independent · not part of Ongo
Ongo repairs: how to report a repair, phone numbers and timescales
How to report a repair to Ongo: the repairs phone number and emergency line, reporting a repair online, and how long Ongo has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: ongo.co.uk
Has Ongo been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Ongo’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, Ongo’s emergency line is here.
How to report
Reporting a repair to Ongo
- 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 Ongo misses its own target, complain. You may also be able to claim.
- Emailenquiries@ongo.co.uk
- Live chatChat button on the Ongo website, Monday to Thursday 9am to 5pm, Friday 9am to 4:30pm
Emergency repairs
When to call Ongo straight away
Phone Ongo straight away if anything puts someone in danger or leaves your home unsafe. Monday to Thursday 9am to 5pm, Friday 9am to 4:30pm. Choose option 3, then 1 for emergencies or 2 for damp and mould. Outside these hours, emergency calls are handled by Ongo’s out-of-hours provider. The number is in Ongo’s repair contacts.
- 01Total loss of electricity or water
- 02No hot water, or no heating between October and March
- 03A water leak that can’t be contained
- 04Insecure window, outside door or outside lock
- 05Fire damage or flooding
- 06Dangerous structures, such as loose roof tiles, chimneys, ceilings or staircases
- 07Loose or detached banister or stair handrail
- 08Unsafe electrical lighting or fittings, or no lighting at all in communal areas
What counts as an emergency, from ongo.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Ongo.
Timescales
How long Ongo has to fix it
Ongo’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Ongo’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttended as soon as possible to make it safe. A full repair may need a later visit. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Ongo investigates significant damp and mould within 10 working days, makes it safe within 5 working days of that, and sends a written summary within 3 working days of the investigation. Emergencies are made safe within 24 hours, or Ongo will arrange somewhere else to stay. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from ongo.co.uk and Ongo’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 Ongo doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Ongo 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 Ongo
This can get Ongo to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Ongo to put things right. In its recent decisions about Ongo, it ordered between £50 and £200 in compensation.
How to complain to OngoYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Ongo
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Ongo
Investigated by the Complaints and Feedback team, with a decision 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 Ongo to put things right.
Ongo’s record
How Ongo performs on repairs
of Ongo tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Ongo in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Ongo
- How it handled repair requests.Service failure
£200 ordered - How it handled a request for repairs prior to the resident purchasing the property.Service failure
£50 ordered
Sources: Ongo tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Ongo’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Ongo repairs: questions
What is Ongo’s repairs number?
01724 279900. Monday to Thursday 9am to 5pm, Friday 9am to 4:30pm. Choose option 3, then 1 for emergencies or 2 for damp and mould. Outside these hours, emergency calls are handled by Ongo’s out-of-hours provider.
What is Ongo’s emergency or out of hours repairs number?
01724 279900 (Repairs line). Monday to Thursday 9am to 5pm, Friday 9am to 4:30pm. Choose option 3, then 1 for emergencies or 2 for damp and mould. Outside these hours, emergency calls are handled by Ongo’s out-of-hours provider.
Can I report a repair to Ongo online?
Yes, at My Home. Report, track and reschedule repairs online or in the My Home app. You need a My Home account.
How long does Ongo have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Ongo tenants?
Since 27 October 2025, Ongo 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. Ongo’s own damp and mould commitment: Ongo investigates significant damp and mould within 10 working days, makes it safe within 5 working days of that, and sends a written summary within 3 working days of the investigation. Emergencies are made safe within 24 hours, or Ongo will arrange somewhere else to stay.
How do I complain about a repair to Ongo?
Complain to Ongo first, online, by email (enquiries@ongo.co.uk) or by phone on 01724 279900. Investigated by the Complaints and Feedback team, with a decision 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 Ongo?
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 Ongo for you. It’s free to check.
Start your claimIs Report Repair part of Ongo?
No. Report Repair is independent and not part of Ongo or any council or housing association. We show Ongo’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 Ongo has to fix, by problem
Not Ongo?
Other landlords in the North of England
- Home Group repairsHousing association
- Onward Homes repairsHousing association
- Peaks & Plains Housing Trust repairsHousing association
- Pickering and Ferens Homes repairsHousing association
- Plus Dane Housing repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Ongo and still waiting?
About 2 minutes. No documents. Free to check.