Independent · not part of Thirteen
Thirteen repairs: how to report a repair, phone numbers and timescales
How to report a repair to Thirteen: the repairs phone number and emergency line, reporting a repair online, and how long Thirteen has to fix it.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: thirteengroup.co.uk
Has Thirteen been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Thirteen’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, Thirteen’s emergency line is here.
How to report
Reporting a repair to Thirteen
- 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 Thirteen misses its own target, complain. You may also be able to claim.
- Emailcustomerservices@thirteengroup.co.uk
- Damp and mould formOnline form on the damp and mould page, where you can upload photos.
- In personAt a Thirteen Touchpoint store.
Emergency repairs
When to call Thirteen straight away
Phone Thirteen straight away if anything puts someone in danger or leaves your home unsafe. Open 8am to 7pm Monday to Friday and 9am to 3pm Saturday. Outside those hours, for emergency repairs only. The number is in Thirteen’s repair contacts.
- 01A blocked or leaking main drain or soil pipe
- 02No gas supply
- 03No cold water at all
- 04Dangerous structures, such as a collapsing wall or ceiling
- 05Outside doors or ground-floor windows that can’t be secured
What counts as an emergency, from thirteengroup.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Thirteen.
Timescales
How long Thirteen has to fix it
Thirteen’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Thirteen’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursProblems that put health, safety or security at immediate risk, or could cause serious damage to the home or building. | Emergency hazards: investigate and make safe within 24 hours |
| Appointable | 28 working daysNot immediately dangerous but could cause damage or disruption, such as plumbing leaks or a partial loss of power or water. | No fixed legal limit unless it’s a hazard |
| Planned | 60 working daysWork booked in advance, such as cupboards, gutters or fencing. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Investigates within 10 working days (24 hours for emergencies) and sends a written summary within 3 working days of that. Where a significant risk is found, it starts repairs or steps towards them within 5 working days, with work physically started within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from thirteengroup.co.uk and Thirteen’s damp and mould page, checked 14 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 Thirteen doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Thirteen 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 Thirteen
This can get Thirteen to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Thirteen to put things right. In its recent decisions about Thirteen, it ordered between £200 and £1,050 in compensation.
How to complain to ThirteenYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Thirteen
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Thirteen
Acknowledged within 1 working day, with a reply aimed for within 5 working days.
- Stage 2
Ask for a review
Reply aimed for within 10 working days, or Thirteen will contact you to agree a new date.
- Then
Housing Ombudsman
Independent. It can order Thirteen to put things right.
Thirteen’s record
How Thirteen performs on repairs
Nov 2025: The regulator found Thirteen is delivering the consumer standards, with effective health and safety systems, an effective repairs service and well-run complaint handling.
of Thirteen tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Thirteen in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Thirteen
- How it handled repairs to the building’s exterior pillars.Service failure
£200 ordered - How it handled reports of a leak and associated damp and mould in the kitchen.Maladministration
£1,050 ordered - How it handled reports of apest infestation, the subsequent repairs and damage to the sofa.Service failure
£700 ordered
Sources: Regulator of Social Housing judgement, 26 November 2025; Thirteen tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Thirteen’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Thirteen repairs: questions
What is Thirteen’s repairs number?
0300 111 1000. Open 8am to 7pm Monday to Friday and 9am to 3pm Saturday. Outside those hours, for emergency repairs only.
What is Thirteen’s emergency or out of hours repairs number?
0300 111 1000 (Repairs and emergencies). Open 8am to 7pm Monday to Friday and 9am to 3pm Saturday. Outside those hours, for emergency repairs only.
Can I report a repair to Thirteen online?
Yes, at mythirteen.co.uk. Report repairs online through My Thirteen. Phone for emergencies.
How long does Thirteen have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Thirteen tenants?
Since 27 October 2025, Thirteen 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. Thirteen’s own damp and mould commitment: Investigates within 10 working days (24 hours for emergencies) and sends a written summary within 3 working days of that. Where a significant risk is found, it starts repairs or steps towards them within 5 working days, with work physically started within 12 weeks.
How do I complain about a repair to Thirteen?
Complain to Thirteen first, online, by email (customer.relations@thirteengroup.co.uk) or by phone on 0300 111 1000. Acknowledged within 1 working day, with a reply aimed for within 5 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 Thirteen?
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 Thirteen for you. It’s free to check.
Start your claimIs Report Repair part of Thirteen?
No. Report Repair is independent and not part of Thirteen or any council or housing association. We show Thirteen’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 Thirteen has to fix, by problem
Not Thirteen?
Other landlords in the North of England
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- Onward Homes repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
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- Unity Housing Association repairsHousing association
- Vico Homes repairsHousing association
Reported a repair to Thirteen and still waiting?
About 2 minutes. No documents. Free to check.