Independent · not part of Places for People
Places for People repairs: how to report a repair, phone numbers and timescales
How to report a repair to Places for People: the repairs phone number and emergency line, reporting a repair online, and how long Places for People has to fix it.
Other names: Origin Housing, Origin Housing Limited, Origin Housing Group
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: placesforpeople.co.uk
Has Places for People been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Places for People’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, Places for People’s emergency line is here.
How to report
Reporting a repair to Places for People
- 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 Places for People misses its own target, complain. You may also be able to claim.
- Live chatMonday to Friday, 9am to 5pm, on the Places for People website.
- Former Origin homes managed by TouchstoneRepairs: 01225 259452. Emergencies outside working hours: 01772 667182.
Emergency repairs
When to call Places for People straight away
Phone Places for People straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day, 365 days a year for emergencies. Other enquiries: Monday to Friday, 8am to 6pm. The number is in Places for People’s repair contacts.
- 01Exposed wiring, or water leaking onto electrics
- 02No power or lighting at all
- 03No water supply at all
- 04A ceiling at risk of falling in
- 05A blocked toilet that can’t be cleared, if it’s your only one
- 06No heating at all between October and March
- 07A broken main door that stops you getting in or locking your home
- 08Exposed asbestos
What counts as an emergency, from placesforpeople.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Places for People.
Timescales
How long Places for People has to fix it
Places for People’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Places for People’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursTo make your home safe. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Emergency hazards are investigated and made safe within 24 hours. Other serious hazards are investigated within 10 working days, with a written summary within 3 working days and safety work done within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from placesforpeople.co.uk and Places for People’s damp and mould page, checked 14 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 Places for People doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Places for People 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 Places for People
This can get Places for People to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Places for People to put things right. In its recent decisions about Places for People, it ordered between £600 and £2,491 in compensation.
How to complain to Places for PeopleYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Places for People
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Places for People
Acknowledged within 5 working days, with a decision in 10 working days or less.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full reply normally within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Places for People to put things right.
Places for People’s record
How Places for People performs on repairs
Mar 2025: After an inspection, the regulator found it was delivering the consumer standards, including a timely repairs service, sound safety checks and fair complaint handling.
of Places for People tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Places for People in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Places for People
- How it handled kitchen repairs.Maladministration
£600 ordered - How it handled repairs and requests for property improvements.Maladministration
£950 ordered - How it handled reports of defective windows.Severe maladministration
£2,491.42 ordered
Sources: Regulator of Social Housing judgement, 26 March 2025; Places for People tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Places for People’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Places for People repairs: questions
What is Places for People’s repairs number?
01772 667002. Open 24 hours a day, 365 days a year for emergencies. Other enquiries: Monday to Friday, 8am to 6pm.
What is Places for People’s emergency or out of hours repairs number?
01772 667002 (Repairs line). Open 24 hours a day, 365 days a year for emergencies. Other enquiries: Monday to Friday, 8am to 6pm.
Can I report a repair to Places for People online?
Yes, at my.placesforpeople.co.uk. Report non-emergency repairs through your online account. You need your payment reference number and email address to set one up. Emergencies must be reported by phone.
How long does Places for People have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Places for People tenants?
Since 27 October 2025, Places for People 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. Places for People’s own damp and mould commitment: Emergency hazards are investigated and made safe within 24 hours. Other serious hazards are investigated within 10 working days, with a written summary within 3 working days and safety work done within 5 working days of the investigation.
How do I complain about a repair to Places for People?
Complain to Places for People first, online, by email (customerhub.complaints@placesforpeople.co.uk) or by phone on 01772 667002. Acknowledged within 5 working days, with a decision in 10 working days or less. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Places for People?
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 Places for People for you. It’s free to check.
Start your claimIs Report Repair part of Places for People?
No. Report Repair is independent and not part of Places for People or any council or housing association. We show Places for People’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 Places for People has to fix, by problem
Not Places for People?
Other landlords across England
- Anchor repairsHousing association
- Metropolitan Thames Valley Housing repairsHousing association
- Orbit repairsHousing association
- PA Housing repairsHousing association
- Portus Supported Housing repairsHousing association
- Salvation Army Homes repairsHousing association
- Sanctuary Housing repairsHousing association
- The Guinness Partnership repairsHousing association
Reported a repair to Places for People and still waiting?
About 2 minutes. No documents. Free to check.