Independent · not part of Orbit
Orbit repairs: how to report a repair, phone numbers and timescales
How to report a repair to Orbit: the repairs phone number and emergency line, reporting a repair online, and how long Orbit has to fix it. Orbit’s own target for routine repairs is 28 calendar days.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: orbitcustomerhub.org.uk
Has Orbit been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Orbit’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, Orbit’s emergency line is here.
How to report
Reporting a repair to Orbit
- 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 Orbit misses its own target, complain. You may also be able to claim.
- Textphone18001 0800 678 1221
- Damp and mouldReport damp or mould online at orbitcustomerhub.org.uk/contact-us/report-damp-mould/
Emergency repairs
When to call Orbit straight away
Phone Orbit straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8am to 8pm, Saturday 8am to 1pm. Emergencies are answered 24 hours a day, every day. The number is in Orbit’s repair contacts.
- 01A leak in your home that can’t be contained
- 02Anything that puts your health, safety or security at immediate risk
What counts as an emergency, from orbitcustomerhub.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Orbit.
Timescales
How long Orbit has to fix it
Orbit’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Orbit’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 or 24 hoursWhere there’s a risk to health, safety or security. The target depends on the type of repair. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 calendar days | No fixed legal limit unless it’s a hazard |
| Major | 60 calendar daysBigger jobs that need more time, several trades or a specialist contractor. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Orbit treats damp, mould and condensation as a health and safety risk and says it is working to fully comply with Awaab’s Law. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from orbitcustomerhub.org.uk and Orbit’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past Orbit’s own target. You could claim compensation.
Start your claimYour options
If Orbit doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Orbit 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 Orbit
This can get Orbit to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Orbit to put things right. In its recent decisions about Orbit, it ordered between £550 and £2,682 in compensation.
How to complain to OrbitYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Orbit
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Orbit
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Orbit to put things right.
Orbit’s record
How Orbit performs on repairs
of Orbit tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Orbit in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Orbit
- How it handled repairs.Maladministration
£2,682.03 ordered - How it handled reports of issues with drainage in the garden.Maladministration
£1,050 ordered - How it handled reports of damp and mould.Maladministration
£550 ordered
Sources: Orbit tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Orbit’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Orbit repairs: questions
What is Orbit’s repairs number?
0800 678 1221. Monday to Friday 8am to 8pm, Saturday 8am to 1pm. Emergencies are answered 24 hours a day, every day.
What is Orbit’s emergency or out of hours repairs number?
0800 678 1221 (Customer Support Hub · repairs). Monday to Friday 8am to 8pm, Saturday 8am to 1pm. Emergencies are answered 24 hours a day, every day.
Can I report a repair to Orbit online?
Yes, at orbitcustomerhub.org.uk/myaccount. Book non-emergency repairs at any time. You need to sign in to myAccount. Phone for emergencies.
How long does Orbit have to fix a repair?
Its own targets run from 4 or 24 hours (emergency) to 60 calendar days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Orbit tenants?
Since 27 October 2025, Orbit 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. Orbit’s own damp and mould commitment: Orbit treats damp, mould and condensation as a health and safety risk and says it is working to fully comply with Awaab’s Law.
How do I complain about a repair to Orbit?
Complain to Orbit first, online or by phone on 0800 678 1221. Acknowledged within 5 working days, with a 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.
Can I claim compensation from Orbit?
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 Orbit for you. It’s free to check.
Start your claimIs Report Repair part of Orbit?
No. Report Repair is independent and not part of Orbit or any council or housing association. We show Orbit’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 Orbit has to fix, by problem
Not Orbit?
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Reported a repair to Orbit and still waiting?
About 2 minutes. No documents. Free to check.