Independent · not part of Red Kite Community Housing
Red Kite Community Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Red Kite Community Housing: the repairs phone numbers and emergency line, reporting a repair online, and how long Red Kite has to fix it. Red Kite’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: redkitehousing.org.uk
Has Red Kite Community Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Red Kite’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, Red Kite’s emergency line is here.
How to report
Reporting a repair to Red Kite Community Housing
- 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 Red Kite misses its own target, complain. You may also be able to claim.
- Web chatTab on the right of any page of the website during opening hours; aims to reply within five minutes.
- Emailrepairs@redkitehousing.org.uk (reply aimed for within two working days).
- Damp and mould formSeparate online form to report damp, mould or condensation, or call 01494 476100.
- My AccountTenant portal at tenant-portal.redkitehousing.org.uk.
Emergency repairs
When to call Red Kite straight away
Phone Red Kite straight away if anything puts someone in danger or leaves your home unsafe. Monday to Thursday 8.45am to 5.15pm, Friday 9am to 1pm. Emergencies 24 hours a day on the same number. The number is in Red Kite’s repair contacts.
- 01Total loss of electrics, or unsafe sparking electrics
- 02Total loss of mains water
- 03Leak you can’t contain, such as a burst pipe or water tank
- 04Only toilet blocked by an outside drain problem
- 05Fire, flood or structural damage
- 06Severe roof damage
- 07Home can’t be secured, such as a broken ground-floor window or door lock
- 08No heating between 31 October and 31 March
What counts as an emergency, from redkitehousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Red Kite.
Timescales
How long Red Kite Community Housing has to fix it
Red Kite’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Red Kite’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Same-day emergency | Same daySuch as total loss of power or water, uncontainable leaks or an insecure home. | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hoursMade safe within 24 hours; follow-up work booked if needed. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysRepairs that seriously affect your comfort. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Larger scale works | 90 or 120 working daysComplex jobs needing extra planning, specialist materials or contractors. | 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 redkitehousing.org.uk, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Red Kite’s own target. You could claim compensation.
Start your claimYour options
If Red Kite Community Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Red Kite 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 Red Kite
This can get Red Kite to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Red Kite to put things right.
How to complain to Red KiteYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Red Kite
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Red Kite
Acknowledged within 5 working days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Appeal within 20 working days of the stage 1 reply; acknowledged within 5 working days, with a reply aimed for within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Red Kite to put things right.
Red Kite’s record
How Red Kite Community Housing performs on repairs
of Red Kite tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Red Kite in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Red Kite Community Housing
- How it handled roof leaks and repairs to damage caused by them.Maladministration
- How it handled reports of subsidence.Maladministration
Sources: Red Kite tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Red Kite Community Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Red Kite Community Housing repairs: questions
What is Red Kite Community Housing’s repairs number?
01494 476100 (Repairs line) or 020 8269 5981 (Gas heating and servicing). Monday to Thursday 8.45am to 5.15pm, Friday 9am to 1pm. Emergencies 24 hours a day on the same number.
What is Red Kite Community Housing’s emergency or out of hours repairs number?
01494 476100 (Repairs line). Monday to Thursday 8.45am to 5.15pm, Friday 9am to 1pm. Emergencies 24 hours a day on the same number.
Can I report a repair to Red Kite Community Housing online?
Yes, at redkitehousing.org.uk/report-a-repair. Online repair reporting tool on the page, any day, any time; you can add photos. Reports are picked up within about two working days, so phone or web chat for anything urgent.
How long does Red Kite Community Housing have to fix a repair?
Its own targets run from Same day (same-day emergency) to 90 or 120 working days (larger scale works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Red Kite Community Housing tenants?
Since 27 October 2025, Red Kite 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 Red Kite Community Housing?
Complain to Red Kite first, online or by email (feedback@redkitehousing.org.uk). 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 Red Kite Community Housing?
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 Red Kite Community Housing for you. It’s free to check.
Start your claimIs Report Repair part of Red Kite Community Housing?
No. Report Repair is independent and not part of Red Kite Community Housing or any council or housing association. We show Red Kite’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 Red Kite has to fix, by problem
Not Red Kite?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Runnymede Borough Council repairsCouncil
- Saffron Housing repairsHousing association
- Sage Homes repairsHousing association
- Saxon Weald repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Red Kite Community Housing and still waiting?
About 2 minutes. No documents. Free to check.