Independent · not part of Saffron Housing
Saffron Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Saffron Housing: the repairs phone number and emergency line, reporting a repair online, and how long Saffron has to fix it. Saffron’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: saffronhousing.co.uk
Has Saffron Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Saffron’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, Saffron’s emergency line is here.
How to report
Reporting a repair to Saffron 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 Saffron misses its own target, complain. You may also be able to claim.
- Emailinfo@saffronhousing.co.uk
- Damp and mould emailhealthyhomes@saffronhousing.co.uk – read Monday to Thursday 8.45am to 5pm and Friday to 4.15pm; send photos and say which room.
Emergency repairs
When to call Saffron straight away
Phone Saffron straight away if anything puts someone in danger or leaves your home unsafe. Answered 24 hours for emergencies. For other repairs choose option 4 (Monday to Thursday 8.45am to 5pm, Friday 8.45am to 4.15pm); option 2 for heating repairs. The number is in Saffron’s repair contacts.
- 01Total loss of power
- 02Severe storm damage
- 03Blocked sewers
- 04The home needs making secure
- 05Flooding, including major plumbing faults
- 06Total loss of heating at certain times of year and for vulnerable tenants
What counts as an emergency, from saffronhousing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Saffron.
Timescales
How long Saffron Housing has to fix it
Saffron’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Saffron’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursHeating emergencies 48 hours from April to October. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Planned maintenance | 6 months | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Saffron treats significant damp or mould, or any health concerns, as an urgent repair. It may ask for photos and arrange an inspection. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from saffronhousing.co.uk and Saffron’s damp and mould page, 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 Saffron’s own target. You could claim compensation.
Start your claimYour options
If Saffron Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Saffron 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 Saffron
This can get Saffron to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Saffron to put things right.
How to complain to SaffronYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Saffron
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Saffron
The Complaints and Feedback team aims to investigate and reply within 10 working days.
- Stage 2
Ask for a review
A manager not involved before reviews it, aiming to reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Saffron to put things right.
Saffron’s record
How Saffron Housing performs on repairs
Nov 2025: The regulator found Saffron is delivering the consumer standards, including an effective and timely repairs service and an accurate record of the condition of its homes.
of Saffron tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Saffron in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 12 November 2025; Saffron tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Saffron Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Saffron Housing repairs: questions
What is Saffron Housing’s repairs number?
01508 532000. Answered 24 hours for emergencies. For other repairs choose option 4 (Monday to Thursday 8.45am to 5pm, Friday 8.45am to 4.15pm); option 2 for heating repairs.
What is Saffron Housing’s emergency or out of hours repairs number?
01508 532000 (Repairs and emergencies). Answered 24 hours for emergencies. For other repairs choose option 4 (Monday to Thursday 8.45am to 5pm, Friday 8.45am to 4.15pm); option 2 for heating repairs.
Can I report a repair to Saffron Housing online?
Yes, at saffronhousing.co.uk/my-home/repairs/repair-form. Online form for non-emergency repairs. Phone for emergencies.
How long does Saffron Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 6 months (planned maintenance). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Saffron Housing tenants?
Since 27 October 2025, Saffron 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. Saffron’s own damp and mould commitment: Saffron treats significant damp or mould, or any health concerns, as an urgent repair. It may ask for photos and arrange an inspection.
How do I complain about a repair to Saffron Housing?
Complain to Saffron first, online or by phone on 01508 532000. The Complaints and Feedback team aims to investigate and reply 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 Saffron 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 Saffron Housing for you. It’s free to check.
Start your claimIs Report Repair part of Saffron Housing?
No. Report Repair is independent and not part of Saffron Housing or any council or housing association. We show Saffron’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 Saffron has to fix, by problem
Not Saffron?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Sage Homes repairsHousing association
- Saxon Weald repairsHousing association
- Selwood Housing repairsHousing association
- Slough Borough Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Saffron Housing and still waiting?
About 2 minutes. No documents. Free to check.