Independent · not part of Pioneer Group
Pioneer Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Pioneer Group: the repairs phone number and emergency line, and how long Pioneer has to fix it. Pioneer’s own target for routine repairs is same day.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: pioneergroup.org.uk
Has Pioneer Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Pioneer’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, Pioneer’s emergency line is here.
How to report
Reporting a repair to Pioneer Group
- 01Phone the repairs line. 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 Pioneer misses its own target, complain. You may also be able to claim.
- Emailcontactus@pioneergroup.org.uk
Emergency repairs
When to call Pioneer straight away
Phone Pioneer straight away if anything puts someone in danger or leaves your home unsafe. Also for emergency repairs, 24 hours. Office hours Monday 9am to 5pm, Tuesday 10.30am to 5pm, Wednesday and Thursday 9am to 5pm, Friday 9am to 4pm. The number is in Pioneer’s repair contacts.
- 01A water leak that can’t be contained
- 02No electricity or water at all
- 03Fire damage or flooding
- 04Major structural damage
- 05Doors or windows that need repairing to secure your home
- 06Blocked main drain or only toilet
- 07No heating at all, with no other heating available
- 08A lift that is out of order
What counts as an emergency, from pioneergroup.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Pioneer.
Timescales
How long Pioneer Group has to fix it
Pioneer’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Pioneer’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 2 hoursA contractor attends within 2 hours to make safe, with the repair completed within 24 hours (longer if specialist parts are needed). | Emergency hazards: investigate and make safe within 24 hours |
| Routine | Same dayUsually attended the same day. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Pioneer says it will investigate damp and mould within 10 working days, send a written summary within 3 working days, make the home safe within 5 working days of inspection, and make emergency hazards safe within 24 hours, offering other accommodation if it can’t. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from pioneergroup.org.uk and Pioneer’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 Same day ago? That’s past Pioneer’s own target. You could claim compensation.
Start your claimYour options
If Pioneer Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Pioneer 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 Pioneer
This can get Pioneer to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Pioneer to put things right.
How to complain to PioneerYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Pioneer
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Pioneer
Acknowledged within 5 working days, with a full reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days and reviewed by a senior manager, with a written reply within 20 working days (up to 20 more if complex).
- Then
Housing Ombudsman
Independent. It can order Pioneer to put things right.
Pioneer’s record
How Pioneer Group performs on repairs
of Pioneer tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Pioneer in 2024/25 were maladministration.
Sources: Pioneer tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Pioneer Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Pioneer Group repairs: questions
What is Pioneer Group’s repairs number?
0121 748 8100. Also for emergency repairs, 24 hours. Office hours Monday 9am to 5pm, Tuesday 10.30am to 5pm, Wednesday and Thursday 9am to 5pm, Friday 9am to 4pm.
What is Pioneer Group’s emergency or out of hours repairs number?
0121 748 8100 (Repairs line). Also for emergency repairs, 24 hours. Office hours Monday 9am to 5pm, Tuesday 10.30am to 5pm, Wednesday and Thursday 9am to 5pm, Friday 9am to 4pm.
How long does Pioneer Group have to fix a repair?
Its own targets run from 2 hours (emergency) to Same day (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Pioneer Group tenants?
Since 27 October 2025, Pioneer 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. Pioneer’s own damp and mould commitment: Pioneer says it will investigate damp and mould within 10 working days, send a written summary within 3 working days, make the home safe within 5 working days of inspection, and make emergency hazards safe within 24 hours, offering other accommodation if it can’t.
How do I complain about a repair to Pioneer Group?
Complain to Pioneer first, online or by phone on 0121 748 8100. Acknowledged within 5 working days, with a full 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 Pioneer Group?
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 Pioneer Group for you. It’s free to check.
Start your claimIs Report Repair part of Pioneer Group?
No. Report Repair is independent and not part of Pioneer Group or any council or housing association. We show Pioneer’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 Pioneer has to fix, by problem
Not Pioneer?
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Reported a repair to Pioneer Group and still waiting?
About 2 minutes. No documents. Free to check.