Independent · not part of Prima Group
Prima Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Prima Group: the repairs phone number and emergency line, reporting a repair online, and how long Prima has to fix it. Prima’s own target for routine repairs is 15 working days.
Other names: Pierhead Housing Association, Leasowe Community Homes
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: primagroup.org
Has Prima Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Prima’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, Prima’s emergency line is here.
How to report
Reporting a repair to Prima 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 Prima misses its own target, complain. You may also be able to claim.
- Online repair formWebform on the repairs page (no login needed); not for emergencies
Emergency repairs
When to call Prima straight away
Phone Prima straight away if anything puts someone in danger or leaves your home unsafe. Report repairs during opening hours. Out of hours, the same number reaches the out-of-hours team for emergencies. The number is in Prima’s repair contacts.
- 01Total loss of electricity
- 02Bare or live wires or electrical fittings
- 03Faulty electric cooker point
- 04Water leaking from the storage tank
- 05No heating or hot water at all (October to April)
- 06Gas or fumes escaping
- 07Broken doors or windows leaving the home insecure
What counts as an emergency, from primagroup.org.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Prima.
Timescales
How long Prima Group has to fix it
Prima’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Prima’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursCompleted within 24 hours of being reported. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 48 hoursNot an emergency but needs doing within a short time. | No fixed legal limit unless it’s a hazard |
| Routine (5 days) | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine (15 days) | 15 working daysRepairs that are not an immediate danger, such as minor plumbing leaks or re-glazing. | No fixed legal limit unless it’s a hazard |
| Major | 90 working daysLarger jobs that need more planning and materials. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Prima’s damp page sets out Awaab’s Law: investigate within 10 working days of being told, send a written summary within 3 working days, make an unsafe home safe within 5 working days, and deal with emergencies within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from primagroup.org and Prima’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 15 working days ago? That’s past Prima’s own target. You could claim compensation.
Start your claimYour options
If Prima Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Prima 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 Prima
This can get Prima to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Prima to put things right.
How to complain to PrimaYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Prima
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Prima
Acknowledged within 5 days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Reviewed by a panel of a senior manager and a board member, with a reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Prima to put things right.
Prima’s record
How Prima Group performs on repairs
Jun 2026: After its first inspection, the regulator found Prima has good systems for tenant safety, up-to-date records of its homes’ condition, and an effective, timely repairs service.
of Prima tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Prima in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Prima Group
- How it handled reports of damp and mould, and repairs.Service failure
Sources: Regulator of Social Housing judgement, 24 June 2026; Prima tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Prima Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Prima Group repairs: questions
What is Prima Group’s repairs number?
0333 355 9000. Report repairs during opening hours. Out of hours, the same number reaches the out-of-hours team for emergencies.
What is Prima Group’s emergency or out of hours repairs number?
0333 355 9000 (Repairs line). Report repairs during opening hours. Out of hours, the same number reaches the out-of-hours team for emergencies.
Can I report a repair to Prima Group online?
Yes, at primagroup.rubixx.app. Prima’s customer portal: request a repair, check your rent and raise a complaint. You need to register and sign in.
How long does Prima Group have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 working days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Prima Group tenants?
Since 27 October 2025, Prima 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. Prima’s own damp and mould commitment: Prima’s damp page sets out Awaab’s Law: investigate within 10 working days of being told, send a written summary within 3 working days, make an unsafe home safe within 5 working days, and deal with emergencies within 24 hours.
How do I complain about a repair to Prima Group?
Complain to Prima first, online. Acknowledged within 5 days, with a reply aimed for 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 Prima 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 Prima Group for you. It’s free to check.
Start your claimIs Report Repair part of Prima Group?
No. Report Repair is independent and not part of Prima Group or any council or housing association. We show Prima’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 Prima has to fix, by problem
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Reported a repair to Prima Group and still waiting?
About 2 minutes. No documents. Free to check.