Independent · not part of Salix Homes
Salix Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Salix Homes: the repairs phone number and emergency line, reporting a repair online, and how long Salix Homes has to fix it.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: salixhomes.co.uk
Has Salix Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Salix Homes’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, Salix Homes’s emergency line is here.
How to report
Reporting a repair to Salix Homes
- 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 Salix Homes misses its own target, complain. You may also be able to claim.
- Emailenquiries@salixhomes.co.uk
Emergency repairs
When to call Salix Homes straight away
Phone Salix Homes straight away if anything puts someone in danger or leaves your home unsafe. Customer service is open Monday to Friday, 8am to 9pm, with an emergency service at all other times, including weekends and bank holidays. The number is in Salix Homes’s repair contacts.
- 01Serious damp or mould
- 02Blocked or broken drains
- 03Gas escapes
- 04Electrical faults or loss of power
- 05Major leaks, burst pipes or no water
- 06Broken or insecure windows, glass or door locks
What counts as an emergency, from salixhomes.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Salix Homes.
Timescales
How long Salix Homes has to fix it
Salix Homes’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Salix Homes’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency hazards | 24 hoursInvestigated within 24 hours, with any urgent safety work done within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Significant hazards | 10 working daysInspected within 10 working days, urgent safety work within 5 working days, complex repairs started within 12 weeks. | No fixed legal limit unless it’s a hazard |
| Low hazard | 20 working daysWork started within 20 working days. | No fixed legal limit unless it’s a hazard |
| Other repairs | 45 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Serious damp and mould is an emergency: investigated within 24 hours, with urgent safety work within 24 hours. Other significant hazards are inspected within 10 working days, with a written summary within 3 working days of the inspection. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from salixhomes.co.uk, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Salix Homes doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Salix Homes 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 Salix Homes
This can get Salix Homes to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Salix Homes to put things right.
How to complain to Salix HomesYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Salix Homes
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Salix Homes
Acknowledged within 5 working days, with a full written reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Ask for a review within 10 days of the decision; a different senior manager reviews it, aiming to reply within 20 working days of acknowledging the review.
- Then
Housing Ombudsman
Independent. It can order Salix Homes to put things right.
Salix Homes’s record
How Salix Homes performs on repairs
Dec 2025: The regulator found the landlord is delivering the consumer standards overall, and spots problems and puts plans in place to fix them and stop them happening again.
of Salix Homes tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Salix Homes in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 17 December 2025; Salix Homes tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Salix Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Salix Homes repairs: questions
What is Salix Homes’s repairs number?
0800 218 2000. Customer service is open Monday to Friday, 8am to 9pm, with an emergency service at all other times, including weekends and bank holidays.
What is Salix Homes’s emergency or out of hours repairs number?
0800 218 2000 (Repairs and emergencies). Customer service is open Monday to Friday, 8am to 9pm, with an emergency service at all other times, including weekends and bank holidays.
Can I report a repair to Salix Homes online?
Yes, at mysalix.co.uk. Book repairs, report damp and mould and track progress, 24 hours a day. You need a MySalix account.
How long does Salix Homes have to fix a repair?
Its own targets run from 24 hours (emergency hazards) to 45 working days (other repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Salix Homes tenants?
Since 27 October 2025, Salix Homes 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. Salix Homes’s own damp and mould commitment: Serious damp and mould is an emergency: investigated within 24 hours, with urgent safety work within 24 hours. Other significant hazards are inspected within 10 working days, with a written summary within 3 working days of the inspection.
How do I complain about a repair to Salix Homes?
Complain to Salix Homes first, online. Acknowledged within 5 working days, with a full written 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 Salix Homes?
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 Salix Homes for you. It’s free to check.
Start your claimIs Report Repair part of Salix Homes?
No. Report Repair is independent and not part of Salix Homes or any council or housing association. We show Salix Homes’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 Salix Homes has to fix, by problem
Not Salix Homes?
Other landlords in the North of England
- Home Group repairsHousing association
- Riverside repairsHousing association
- Sheffield City Council repairsCouncil
- South Lakes Housing repairsHousing association
- South Liverpool Homes repairsHousing association
- South Tyneside Council repairsCouncil
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Salix Homes and still waiting?
About 2 minutes. No documents. Free to check.