Independent · not part of Railway Housing Association
Railway Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Railway Housing Association: the repairs phone numbers and emergency line, reporting a repair online, and how long Railway Housing has to fix it. Railway Housing’s own target for routine repairs is 31 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: railwayha.co.uk
Has Railway Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Railway Housing’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, Railway Housing’s emergency line is here.
How to report
Reporting a repair to Railway Housing Association
- 01Phone or 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 Railway Housing misses its own target, complain. You may also be able to claim.
- Damp and mouldOnline form linked from the repairs page; include your name, address and where the damp or mould is
- Residents’ portalMy RHA online account
- Emailinfo@railwayha.co.uk
Emergency repairs
When to call Railway Housing straight away
Phone Railway Housing straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs service for when the office is closed. The number is in Railway Housing’s repair contacts.
- 01No heating or hot water in the winter months
- 02A burst water pipe
- 03Blocked drains or toilets
- 04Dangerous structures
- 05Loss of electrical power
- 06Your home isn’t secure
What counts as an emergency, from railwayha.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Railway Housing.
Timescales
How long Railway Housing Association has to fix it
Railway Housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Railway Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 to 7 days | No fixed legal limit unless it’s a hazard |
| Routine | 31 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 railwayha.co.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 31 days ago? That’s past Railway Housing’s own target. You could claim compensation.
Start your claimYour options
If Railway Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Railway Housing 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 Railway Housing
This can get Railway Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Railway Housing to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Railway Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Railway Housing
Acknowledged within 5 working days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply aimed for within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Railway Housing to put things right.
Railway Housing’s record
How Railway Housing Association performs on repairs
May 2026: The regulator upgraded Railway Housing from C2 to C1, finding that overall it is delivering the outcomes of the consumer standards and spots and fixes problems when they occur.
of Railway Housing tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 27 May 2026; Railway Housing tenant satisfaction measures 2024/25.
Contacts
Railway Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Railway Housing Association repairs: questions
What is Railway Housing Association’s repairs number?
0800 028 7428 (Repairs line (freephone)) or 0300 373 2803 (Out of hours). Monday to Friday, 9am to 4pm (not bank holidays), for all repairs including emergencies.
What is Railway Housing Association’s emergency or out of hours repairs number?
0300 373 2803 (Out of hours · emergencies). Emergency repairs service for when the office is closed.
Can I report a repair to Railway Housing Association online?
Yes, at railwayha.co.uk/do-it-online/report-a-repair. Online form for non-emergency repairs. You can add photos.
How long does Railway Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 31 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Railway Housing Association tenants?
Since 27 October 2025, Railway Housing 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 Railway Housing Association?
Complain to Railway Housing first, online, by email (residentfeedback@railwayha.co.uk) or by phone on 0800 028 7428. Acknowledged within 5 working 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 Railway Housing Association?
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 Railway Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Railway Housing Association?
No. Report Repair is independent and not part of Railway Housing Association or any council or housing association. We show Railway Housing’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 Railway Housing has to fix, by problem
Not Railway Housing?
Other landlords in the North of England
- Home Group repairsHousing association
- Regenda Homes repairsHousing association
- Riverside repairsHousing association
- Rochdale Boroughwide Housing repairsHousing association
- Rotherham Council repairsCouncil
- Thirteen repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Railway Housing Association and still waiting?
About 2 minutes. No documents. Free to check.