Independent · not part of Southway Housing
Southway Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Southway Housing: the repairs phone number and emergency line, reporting a repair online, and how long Southway has to fix it.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: southwayhousing.co.uk
Has Southway Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Southway’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, Southway’s emergency line is here.
How to report
Reporting a repair to Southway Housing
- 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 Southway misses its own target, complain. You may also be able to claim.
- Damp and mould formOnline form on Southway’s damp and mould page to report damp or mould, with photos.
- Out of hours emailemergencyrepairs@orbisprotect.com — only checked outside office hours.
Emergency repairs
When to call Southway straight away
Phone Southway straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8am to 5:30pm. Open 24/7 for emergencies: out of hours you are put through to the emergency repairs service. The number is in Southway’s repair contacts.
- 01A burst pipe or major water leak
- 02No heating between 1 October and 31 March
- 03Blocked drains with sewage coming up
- 04A blocked or broken toilet when it’s the only one
- 05Broken locks, windows or outside doors that leave your home insecure
- 06Fire damage
- 07Any fault with a lift
What counts as an emergency, from southwayhousing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Southway.
Timescales
How long Southway Housing has to fix it
Southway’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Southway’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAims to deal with emergencies within 24 hours of being reported. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Damp or mould that poses an immediate or serious risk is treated as an emergency: Southway acts within 24 hours and provides alternative accommodation if the home can’t be made safe in that time. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from southwayhousing.co.uk and Southway’s damp and mould page, checked 8 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 Southway Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Southway 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 Southway
This can get Southway to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Southway to put things right.
How to complain to SouthwayYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Southway
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Southway
Acknowledged within 5 working days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
If you’re not happy with the stage 1 reply, another independent manager reviews it.
- Then
Housing Ombudsman
Independent. It can order Southway to put things right.
Southway’s record
How Southway Housing performs on repairs
Jun 2025: The regulator found too few homes had recent condition surveys, repairs were not yet meeting Southway’s own timescales, and complaint handling and tenant influence needed improving.
of Southway tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Southway in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Southway Housing
Sources: Regulator of Social Housing judgement, 25 June 2025; Southway tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Southway Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Southway Housing repairs: questions
What is Southway Housing’s repairs number?
0161 448 4200. Monday to Friday 8am to 5:30pm. Open 24/7 for emergencies: out of hours you are put through to the emergency repairs service.
What is Southway Housing’s emergency or out of hours repairs number?
0161 448 4200 (Customer Hub · repairs). Monday to Friday 8am to 5:30pm. Open 24/7 for emergencies: out of hours you are put through to the emergency repairs service.
Can I report a repair to Southway Housing online?
Yes, at my.southwayhousing.co.uk. MySouthway tenant portal: book non-emergency repairs and choose a time slot. You need an account.
How long does Southway Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Southway Housing tenants?
Since 27 October 2025, Southway 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. Southway’s own damp and mould commitment: Damp or mould that poses an immediate or serious risk is treated as an emergency: Southway acts within 24 hours and provides alternative accommodation if the home can’t be made safe in that time.
How do I complain about a repair to Southway Housing?
Complain to Southway first, online, by email (southway.complaints@southwayhousing.co.uk) or by phone on 0161 448 4200. 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 Southway 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 Southway Housing for you. It’s free to check.
Start your claimIs Report Repair part of Southway Housing?
No. Report Repair is independent and not part of Southway Housing or any council or housing association. We show Southway’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 Southway has to fix, by problem
Not Southway?
Other landlords in the North of England
- Home Group repairsHousing association
- Jigsaw Homes repairsHousing association
- Riverside repairsHousing association
- Stockport Council repairsCouncil
- Thirteen repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
- Vico Homes repairsHousing association
Reported a repair to Southway Housing and still waiting?
About 2 minutes. No documents. Free to check.