Independent · not part of Phoenix Community Housing
Phoenix Community Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Phoenix Community Housing: the repairs phone number and emergency line, reporting a repair online, and how long Phoenix has to fix it.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: phoenixch.org.uk
Has Phoenix Community Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Phoenix’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, Phoenix’s emergency line is here.
How to report
Reporting a repair to Phoenix Community Housing
- 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 Phoenix misses its own target, complain. You may also be able to claim.
- Emailinfo@phoenixch.org.uk (include your full name and address). Phone for emergencies.
Emergency repairs
When to call Phoenix straight away
Phone Phoenix straight away if anything puts someone in danger or leaves your home unsafe. Press 1 for repairs. Emergencies are also taken out of hours (5pm to 8am weekdays, weekends and bank holidays). The number is in Phoenix’s repair contacts.
- 01A water or waste water leak you can’t contain
- 02No power to the whole home
- 03The only toilet in the home backing up
- 04Anything that is an immediate, serious risk to health or safety
- 05Your home can’t be made secure
What counts as an emergency, from phoenixch.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Phoenix.
Timescales
How long Phoenix Community Housing has to fix it
Phoenix’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Phoenix’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | Same dayMade safe the same calendar day; the full repair may follow later. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Asks tenants to report damp or mould straight away; it will either carry out a repair or send a surveyor to investigate, and can offer support while the problem is fixed. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from phoenixch.org.uk, checked 8 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 Phoenix Community Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Phoenix 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 Phoenix
This can get Phoenix to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Phoenix to put things right.
How to complain to PhoenixYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Phoenix
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Phoenix
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Reviewed by a Director: a reply within 20 working days. Ask for this within 28 days of the stage 1 reply.
- Then
Housing Ombudsman
Independent. It can order Phoenix to put things right.
Phoenix’s record
How Phoenix Community Housing performs on repairs
Oct 2025: Downgraded from C1 because hundreds of fire risk assessment actions were overdue and data and internal checks needed improving; governance was also downgraded to G3 (does not meet requirements).
of Phoenix tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Phoenix in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 29 October 2025; Phoenix tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Phoenix Community Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Phoenix Community Housing repairs: questions
What is Phoenix Community Housing’s repairs number?
0800 028 5700. Press 1 for repairs. Emergencies are also taken out of hours (5pm to 8am weekdays, weekends and bank holidays).
What is Phoenix Community Housing’s emergency or out of hours repairs number?
0800 028 5700 (Repairs line). Press 1 for repairs. Emergencies are also taken out of hours (5pm to 8am weekdays, weekends and bank holidays).
Can I report a repair to Phoenix Community Housing online?
Yes, at my.phoenixch.org.uk. MyPhoenix resident portal: report repairs and book appointments any time. Phone for emergencies.
How long does Phoenix Community Housing have to fix a repair?
Its own targets run from Same day (emergency) to Same day (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Phoenix Community Housing tenants?
Since 27 October 2025, Phoenix 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. Phoenix’s own damp and mould commitment: Asks tenants to report damp or mould straight away; it will either carry out a repair or send a surveyor to investigate, and can offer support while the problem is fixed.
How do I complain about a repair to Phoenix Community Housing?
Complain to Phoenix first, online, by email (complaints@phoenixch.org.uk) or by phone on 0800 028 5700. 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 Phoenix Community 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 Phoenix Community Housing for you. It’s free to check.
Start your claimIs Report Repair part of Phoenix Community Housing?
No. Report Repair is independent and not part of Phoenix Community Housing or any council or housing association. We show Phoenix’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 Phoenix has to fix, by problem
Not Phoenix?
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Reported a repair to Phoenix Community Housing and still waiting?
About 2 minutes. No documents. Free to check.