Independent · not part of Stonewater
Stonewater repairs: how to report a repair, phone numbers and timescales
How to report a repair to Stonewater: the repairs phone number and emergency line, reporting a repair online, and how long Stonewater has to fix it. Stonewater’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: stonewater.org
Has Stonewater been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Stonewater’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, Stonewater’s emergency line is here.
How to report
Reporting a repair to Stonewater
- 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 Stonewater misses its own target, complain. You may also be able to claim.
- Emailcustomers@stonewater.org
- Live chatOn the Stonewater website and the MyHome login page.
Emergency repairs
When to call Stonewater straight away
Phone Stonewater straight away if anything puts someone in danger or leaves your home unsafe. Open Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Out of hours, urgent repairs that could seriously affect you or your home go to the out-of-hours team on the same number. The number is in Stonewater’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Stonewater.
Timescales
How long Stonewater has to fix it
Stonewater’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Stonewater’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursThings that threaten your safety, your home or your neighbours. | Emergency hazards: investigate and make safe within 24 hours |
| Non-emergency | 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Stonewater says it will investigate and make safe emergency hazards within 24 hours and investigate significant damp and mould within 10 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from stonewater.org and Stonewater’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Stonewater’s own target. You could claim compensation.
Start your claimYour options
If Stonewater doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Stonewater 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 Stonewater
This can get Stonewater to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Stonewater to put things right. In its recent decisions about Stonewater, it ordered between £550 and £900 in compensation.
How to complain to StonewaterYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Stonewater
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Stonewater
Acknowledged within 5 working days, with a reply usually within 10 working days.
- Stage 2
Ask for a review
Acknowledged usually within 5 working days, with a reply usually within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Stonewater to put things right.
Stonewater’s record
How Stonewater performs on repairs
Aug 2025: The regulator found weaknesses in the repairs service, rising complaints and gaps in up-to-date information about many tenants.
of Stonewater tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Stonewater in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Stonewater
- How it handled reports of leaks, damp, and mould at the property.Service failure
£900 ordered - How it handled reports of damp and mould.Maladministration
£750 ordered - How it handled kitchen replacement works.Maladministration
£550 ordered
Sources: Regulator of Social Housing judgement, 27 August 2025; Stonewater tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Stonewater’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Stonewater repairs: questions
What is Stonewater’s repairs number?
01202 319119. Open Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Out of hours, urgent repairs that could seriously affect you or your home go to the out-of-hours team on the same number.
What is Stonewater’s emergency or out of hours repairs number?
01202 319119 (Customer services and repairs). Open Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Out of hours, urgent repairs that could seriously affect you or your home go to the out-of-hours team on the same number.
Can I report a repair to Stonewater online?
Yes, at myhome.stonewater.org. Report and track repairs online or in the MyHome app. You need to log in.
How long does Stonewater have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (non-emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Stonewater tenants?
Since 27 October 2025, Stonewater 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. Stonewater’s own damp and mould commitment: Stonewater says it will investigate and make safe emergency hazards within 24 hours and investigate significant damp and mould within 10 working days.
How do I complain about a repair to Stonewater?
Complain to Stonewater first, online. Acknowledged within 5 working days, with a reply usually 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 Stonewater?
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 Stonewater for you. It’s free to check.
Start your claimIs Report Repair part of Stonewater?
No. Report Repair is independent and not part of Stonewater or any council or housing association. We show Stonewater’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 Stonewater has to fix, by problem
Not Stonewater?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
- Stroud District Council repairsCouncil
- Swindon Borough Council repairsCouncil
- Tandridge District Council repairsCouncil
- Teign Homes repairsHousing association
Reported a repair to Stonewater and still waiting?
About 2 minutes. No documents. Free to check.