Independent · not part of Poplar HARCA
Poplar HARCA repairs: how to report a repair, phone numbers and timescales
How to report a repair to Poplar HARCA: the repairs phone number and emergency line, reporting a repair online, and how long Poplar HARCA has to fix it. Poplar HARCA’s own target for routine repairs is 14 days.
Other names: Poplar Housing and Regeneration Community Association, Poplar Housing and Regeneration Community Association Limited
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: poplarharca.co.uk
Has Poplar HARCA been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Poplar HARCA’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, Poplar HARCA’s emergency line is here.
How to report
Reporting a repair to Poplar HARCA
- 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 Poplar HARCA misses its own target, complain. You may also be able to claim.
- Damp and mould formReport mould or condensation online at poplarharca.co.uk/your-home/report-mould-or-condensation/ (no account needed), or through MyHARCA.
Emergency repairs
When to call Poplar HARCA straight away
Phone Poplar HARCA straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day, 7 days a week. Book non-emergency repairs online through MyHARCA. The number is in Poplar HARCA’s repair contacts.
- 01Total loss of electricity
- 02Total loss of cold water
- 03Burst pipe or a leak you can’t control
- 04Your home isn’t secure after a break-in
- 05Unsafe power, lighting or electrical fittings
What counts as an emergency, from poplarharca.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Poplar HARCA.
Timescales
How long Poplar HARCA has to fix it
Poplar HARCA’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Poplar HARCA’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursPoplar HARCA aims to respond within 4 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Non-emergency | 14 daysPoplar HARCA aims to respond within 14 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from poplarharca.co.uk, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 14 days ago? That’s past Poplar HARCA’s own target. You could claim compensation.
Start your claimYour options
If Poplar HARCA doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Poplar HARCA 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 Poplar HARCA
This can get Poplar HARCA to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Poplar HARCA to put things right. In its recent decisions about Poplar HARCA, it ordered between £800 and £1,000 in compensation.
How to complain to Poplar HARCAYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Poplar HARCA
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Poplar HARCA
Acknowledged within 5 working days, with a reply normally within 10 working days.
- Stage 2
Ask for a review
Reply normally within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Poplar HARCA to put things right.
Poplar HARCA’s record
How Poplar HARCA performs on repairs
Apr 2025: The regulator found Poplar HARCA runs an effective repairs service that responds to urgency and residents’ needs, understands the condition of its homes, keeps tenants safe, and learns from complaints.
of Poplar HARCA tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Poplar HARCA in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Poplar HARCA
- How it handled requests for adaptations and repairs.Maladministration
£800 ordered - How it handled to reports of damp and mould in the property.Maladministration
£1,000 ordered
Sources: Regulator of Social Housing judgement, 30 April 2025; Poplar HARCA tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Poplar HARCA’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Poplar HARCA repairs: questions
What is Poplar HARCA’s repairs number?
0800 035 1991. Open 24 hours a day, 7 days a week. Book non-emergency repairs online through MyHARCA.
What is Poplar HARCA’s emergency or out of hours repairs number?
0800 035 1991 (Emergencies and urgent repairs). Open 24 hours a day, 7 days a week. Book non-emergency repairs online through MyHARCA.
Can I report a repair to Poplar HARCA online?
Yes, at myharca.poplarharca.co.uk. Book a repair appointment any time and upload photos. You need to register for a MyHARCA account.
How long does Poplar HARCA have to fix a repair?
Its own targets run from 4 hours (emergency) to 14 days (non-emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Poplar HARCA tenants?
Since 27 October 2025, Poplar HARCA 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.
How do I complain about a repair to Poplar HARCA?
Complain to Poplar HARCA first, online. Acknowledged within 5 working days, with a reply normally 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 Poplar HARCA?
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 Poplar HARCA for you. It’s free to check.
Start your claimIs Report Repair part of Poplar HARCA?
No. Report Repair is independent and not part of Poplar HARCA or any council or housing association. We show Poplar HARCA’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 Poplar HARCA has to fix, by problem
Not Poplar HARCA?
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Reported a repair to Poplar HARCA and still waiting?
About 2 minutes. No documents. Free to check.