Independent · not part of Orwell Housing
Orwell Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Orwell Housing: the repairs phone number and emergency line, reporting a repair online, and how long Orwell has to fix it. Orwell’s own target for routine repairs is 31 calendar days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: orwell-housing.co.uk
Has Orwell Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Orwell’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, Orwell’s emergency line is here.
How to report
Reporting a repair to Orwell 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 Orwell misses its own target, complain. You may also be able to claim.
- My Orwell portal and appLog in to report repairs and send photos or videos: orwell-housing.co.uk/my-orwell
- Emailrepairs@orwell-housing.co.uk (you can attach photos)
Emergency repairs
When to call Orwell straight away
Phone Orwell straight away if anything puts someone in danger or leaves your home unsafe. For all repairs. Out of office hours, calls are passed to a call centre for genuine emergencies. The number is in Orwell’s repair contacts.
- 01Total loss of power, water or gas, or a gas leak
- 02Unsafe sockets, switches or exposed wires
- 03Loss of heating or hot water where someone vulnerable lives, or loss of room heating from October to March
- 04Blocked or leaking toilet or drain where there’s no other working toilet, or sewage overflowing in the home
- 05Leaks that can’t be controlled, fire, flood or storm damage
- 06Doors, windows or locks that won’t secure
- 07Lift, warden call alarm, fire alarm, smoke or carbon monoxide alarm faults
- 08Extra security for victims of domestic abuse
What counts as an emergency, from orwell-housing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Orwell.
Timescales
How long Orwell Housing has to fix it
Orwell’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Orwell’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 6 hoursAttend to make safe; a temporary repair may be followed by a routine one. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 calendar days | No fixed legal limit unless it’s a hazard |
| Routine | 31 calendar days | No fixed legal limit unless it’s a hazard |
| Repairs Plus (planned) | 12 months | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Investigates emergency damp and mould hazards within 24 hours and makes the home safe, responds to significant damp and mould within 10 working days, and offers somewhere else to stay if a home can’t be made safe in time. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from orwell-housing.co.uk and Orwell’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 31 calendar days ago? That’s past Orwell’s own target. You could claim compensation.
Start your claimYour options
If Orwell Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Orwell 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 Orwell
This can get Orwell to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Orwell to put things right.
How to complain to OrwellYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Orwell
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Orwell
Acknowledged within 5 working days, with a resolution aimed for within 10 working days.
- Stage 2
Ask for a review
Handled by a more senior manager, aiming to resolve it within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Orwell to put things right.
Orwell’s record
How Orwell Housing performs on repairs
of Orwell tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Orwell in 2024/25 were maladministration.
Sources: Orwell tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Orwell Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Orwell Housing repairs: questions
What is Orwell Housing’s repairs number?
0345 601 0030. For all repairs. Out of office hours, calls are passed to a call centre for genuine emergencies.
What is Orwell Housing’s emergency or out of hours repairs number?
0345 601 0030 (Repairs line). For all repairs. Out of office hours, calls are passed to a call centre for genuine emergencies.
Can I report a repair to Orwell Housing online?
Yes, at orwell-housing.co.uk/reporting-repairs. Online repair form. You can also log in to the My Orwell portal or the Orwell app to report a repair and send photos.
How long does Orwell Housing have to fix a repair?
Its own targets run from 6 hours (emergency) to 12 months (repairs plus (planned)). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Orwell Housing tenants?
Since 27 October 2025, Orwell 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. Orwell’s own damp and mould commitment: Investigates emergency damp and mould hazards within 24 hours and makes the home safe, responds to significant damp and mould within 10 working days, and offers somewhere else to stay if a home can’t be made safe in time.
How do I complain about a repair to Orwell Housing?
Complain to Orwell first, online, by email (info@orwell-housing.co.uk) or by phone on 0345 601 0030. Acknowledged within 5 working days, with a resolution 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 Orwell 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 Orwell Housing for you. It’s free to check.
Start your claimIs Report Repair part of Orwell Housing?
No. Report Repair is independent and not part of Orwell Housing or any council or housing association. We show Orwell’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 Orwell has to fix, by problem
Not Orwell?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Oxford City Council repairsCouncil
- Plymouth Community Homes repairsHousing association
- Portsmouth City Council repairsCouncil
- Raven Housing Trust repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Orwell Housing and still waiting?
About 2 minutes. No documents. Free to check.