Independent · not part of Peabody
Peabody repairs: how to report a repair, phone numbers and timescales
How to report a repair to Peabody: the repairs phone number and emergency line, reporting a repair online, and how long Peabody has to fix it. Peabody’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: peabody.org.uk
Has Peabody been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Peabody’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, Peabody’s emergency line is here.
How to report
Reporting a repair to Peabody
- 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 Peabody misses its own target, complain. You may also be able to claim.
- Live chatLive chat on the Peabody website, Monday to Friday 8.30am to 5pm
Emergency repairs
When to call Peabody straight away
Phone Peabody straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 8am to 6pm. Outside these hours, calls go through to the emergency service. The number is in Peabody’s repair contacts.
- 01Total loss of electric power, unsafe electrical fittings, or complete loss of lighting
- 02No water supply at all
- 03Toilet not working when it's the only toilet in the home
- 04Leaks or burst pipes inside that put the property at risk
- 05No central heating between 31 October and 1 April
- 06Total or partial loss of gas supply
- 07Blocked foul drains, toilets, boiler flues, or refuse chutes in high-rise blocks
- 08Blocked sink, bath or basin (in multi-storey blocks only)
- 09Windows, doors or locks that leave the home insecure, or being locked out
- 10Damage from gales, fire, flood or explosion
What counts as an emergency, from peabody.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Peabody.
Timescales
How long Peabody has to fix it
Peabody’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Peabody’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursrepair or make safe within four hours | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 daysroutine issues such as minor leaks and blockages or replacing broken items | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Visit within 14 days of a damp, mould or condensation report, or within 24 hours in an emergency; the first visit makes the home safe, with any further work arranged within routine repair timescales | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from peabody.org.uk and Peabody’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 days ago? That’s past Peabody’s own target. You could claim compensation.
Start your claimYour options
If Peabody doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Peabody 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 Peabody
This can get Peabody to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Peabody to put things right. In its recent decisions about Peabody, it ordered between £300 and £3,800 in compensation.
How to complain to PeabodyYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Peabody
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Peabody
Acknowledged within 5 working days, with a written reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Peabody to put things right.
Peabody’s record
How Peabody performs on repairs
Apr 2026: The regulator found weaknesses in delivering timely repairs, in meeting targets for damp and mould remedial work, and in understanding the needs of different tenants, though complaint handling had improved.
of Peabody tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Peabody in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Peabody
- How it handled damp and mould.Service failure
£3,800.26 ordered - How it handled reported repairs, including the intercom and communal stairs.Maladministration
£300 ordered
Sources: Regulator of Social Housing judgement, 29 April 2026; Peabody tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Peabody’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Peabody repairs: questions
What is Peabody’s repairs number?
0300 123 3456. Weekdays 8am to 6pm. Outside these hours, calls go through to the emergency service.
What is Peabody’s emergency or out of hours repairs number?
0300 123 3456 (Repairs line). Weekdays 8am to 6pm. Outside these hours, calls go through to the emergency service.
Can I report a repair to Peabody online?
Yes, at peabody.org.uk (My Peabody). Report through a My Peabody account, any time. New users can register.
How long does Peabody have to fix a repair?
Its own targets run from 4 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Peabody tenants?
Since 27 October 2025, Peabody 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. Peabody’s own damp and mould commitment: Visit within 14 days of a damp, mould or condensation report, or within 24 hours in an emergency; the first visit makes the home safe, with any further work arranged within routine repair timescales
How do I complain about a repair to Peabody?
Complain to Peabody first, online or by phone on 0300 123 3456. Acknowledged within 5 working days, with a written 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 Peabody?
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 Peabody for you. It’s free to check.
Start your claimIs Report Repair part of Peabody?
No. Report Repair is independent and not part of Peabody or any council or housing association. We show Peabody’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 Peabody has to fix, by problem
Not Peabody?
Other landlords in London
- L&Q repairsHousing association
- Newlon Housing Trust repairsHousing association
- Notting Hill Genesis repairsHousing association
- Phoenix Community Housing repairsHousing association
- Poplar HARCA repairsHousing association
- Redbridge Council repairsCouncil
- RHP repairsHousing association
- Wandle repairsHousing association
Reported a repair to Peabody and still waiting?
About 2 minutes. No documents. Free to check.