Independent · not part of Platform Housing Group
Platform Housing Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Platform Housing Group: the repairs phone number and emergency line, reporting a repair online, and how long Platform has to fix it. Platform’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: platformhg.com
Has Platform Housing Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Platform’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, Platform’s emergency line is here.
How to report
Reporting a repair to Platform Housing Group
- 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 Platform misses its own target, complain. You may also be able to claim.
- Online repair formForm for non-urgent repairs on Platform’s Report a Repair page.
- Live chatLive chat and chatbot on the Platform website (the blue icon, bottom right).
Emergency repairs
When to call Platform straight away
Phone Platform straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours for emergencies. Other calls Monday to Friday, 8.30am to 5pm. The number is in Platform’s repair contacts.
- 01No water supply at all
- 02A major leak that can’t be contained
- 03A blocked toilet when it is the only toilet in your home
- 04A complete power cut
- 05Your home can’t be secured, such as broken outside doors or windows, or structural damage
- 06Smoke or carbon monoxide alarms not working
- 07No heating at all between 1 November and 1 April
What counts as an emergency, from platformhg.com.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Platform.
Timescales
How long Platform Housing Group has to fix it
Platform’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Platform’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursImmediate risk to safety, security or health. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Major works | 90 daysAssessed within 28 days and finished within 90 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards, including severe mould, are investigated and made safe within 24 hours. Significant damp and mould is investigated within 10 working days, with a written update within 3 working days and the home made safe within 5 working days of that; complex work starts within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from platformhg.com and Platform’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 Platform’s own target. You could claim compensation.
Start your claimYour options
If Platform Housing Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Platform 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 Platform
This can get Platform to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Platform to put things right. In its recent decisions about Platform, it ordered between £300 and £800 in compensation.
How to complain to PlatformYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Platform
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Platform
Acknowledged within 5 working days, with investigations aimed to finish within 10 working days.
- Stage 2
Ask for a review
Reviewed by a senior manager: acknowledged within 5 working days, with a written reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Platform to put things right.
Platform’s record
How Platform Housing Group performs on repairs
of Platform tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Platform in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Platform Housing Group
- How it handled reports of damp and mould.Service failure
£800 ordered - How it handled reported repairs to the roof.Maladministration
£600 ordered - How it handled a window repair to the property.Service failure
£300 ordered
Sources: Platform tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Platform Housing Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Platform Housing Group repairs: questions
What is Platform Housing Group’s repairs number?
0333 200 7304. Open 24 hours for emergencies. Other calls Monday to Friday, 8.30am to 5pm.
What is Platform Housing Group’s emergency or out of hours repairs number?
0333 200 7304 (Customer Hub). Open 24 hours for emergencies. Other calls Monday to Friday, 8.30am to 5pm.
Can I report a repair to Platform Housing Group online?
Yes, at your.platformhg.com. Report repairs at any time through the Your Platform customer portal; general needs tenants can book some routine repairs. You need an account.
How long does Platform Housing Group have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 days (major works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Platform Housing Group tenants?
Since 27 October 2025, Platform 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. Platform’s own damp and mould commitment: Emergency hazards, including severe mould, are investigated and made safe within 24 hours. Significant damp and mould is investigated within 10 working days, with a written update within 3 working days and the home made safe within 5 working days of that; complex work starts within 12 weeks.
How do I complain about a repair to Platform Housing Group?
Complain to Platform first, online or by phone on 0333 200 7304. Acknowledged within 5 working days, with investigations aimed to finish 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 Platform Housing 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 Platform Housing Group for you. It’s free to check.
Start your claimIs Report Repair part of Platform Housing Group?
No. Report Repair is independent and not part of Platform Housing Group or any council or housing association. We show Platform’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 Platform has to fix, by problem
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Reported a repair to Platform Housing Group and still waiting?
About 2 minutes. No documents. Free to check.