Independent · not part of Two Rivers Housing
Two Rivers Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Two Rivers Housing: the repairs phone number and emergency line, reporting a repair online, and how long Two Rivers Housing has to fix it.
Other names: 2RH
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: tworivershousing.org.uk
Has Two Rivers Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Two Rivers Housing’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, Two Rivers Housing’s emergency line is here.
How to report
Reporting a repair to Two Rivers 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 Two Rivers Housing misses its own target, complain. You may also be able to claim.
- Emailcustomerservices@2rh.org.uk
Emergency repairs
When to call Two Rivers Housing straight away
Phone Two Rivers Housing straight away if anything puts someone in danger or leaves your home unsafe. Customer Service line, staffed 24 hours a day, 365 days a year; calls go to the out-of-hours service when the office is closed. The number is in Two Rivers Housing’s repair contacts.
- 01No hot water or total heating failure (1 October to 30 April)
- 02A tap that cannot be turned off, or a severe leak from a heating pipe, tank, cistern or toilet
- 03No drinking water
- 04Blocked or leaking drain or sewer
- 05Blocked flue to a heating appliance
- 06Blocked toilet, if there is no other working toilet
- 07Windows or entrance doors that leave the home insecure
- 08Dangerous exposed wiring, sockets or switches, or loose roof tiles or unsafe chimneys
What counts as an emergency, from tworivershousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Two Rivers Housing.
Timescales
How long Two Rivers Housing has to fix it
Two Rivers Housing doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Two Rivers Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
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 Two Rivers Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Two Rivers Housing 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 Two Rivers Housing
This can get Two Rivers Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Two Rivers Housing to put things right.
How to complain to Two Rivers HousingYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Two Rivers Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Two Rivers Housing
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Two Rivers Housing to put things right.
Two Rivers Housing’s record
How Two Rivers Housing performs on repairs
Jun 2026: The regulator found the landlord is delivering the consumer standards overall, with timely repairs, effective handling of damp and mould and other hazards, and complaints dealt with fairly and promptly.
of Two Rivers Housing tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Two Rivers Housing in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Two Rivers Housing
- How it handled reported damp and mould.Maladministration
Sources: Regulator of Social Housing judgement, 24 June 2026; Two Rivers Housing tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Two Rivers Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Two Rivers Housing repairs: questions
What is Two Rivers Housing’s repairs number?
0333 355 4433. Customer Service line, staffed 24 hours a day, 365 days a year; calls go to the out-of-hours service when the office is closed.
What is Two Rivers Housing’s emergency or out of hours repairs number?
0333 355 4433 (Repairs and emergencies). Customer Service line, staffed 24 hours a day, 365 days a year; calls go to the out-of-hours service when the office is closed.
Can I report a repair to Two Rivers Housing online?
Yes, at My Account. Report a routine repair and book, change or cancel the appointment, 24/7. You need to be registered for My Account. Phone for emergencies.
What does Awaab’s Law mean for Two Rivers Housing tenants?
Since 27 October 2025, Two Rivers Housing 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.
How do I complain about a repair to Two Rivers Housing?
Complain to Two Rivers Housing first, online, by email (complaints@2rh.org.uk) or by phone on 0333 355 4433. It should acknowledge your complaint within 5 working days and reply 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 Two Rivers 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 Two Rivers Housing for you. It’s free to check.
Start your claimIs Report Repair part of Two Rivers Housing?
No. Report Repair is independent and not part of Two Rivers Housing or any council or housing association. We show Two Rivers Housing’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 Two Rivers Housing has to fix, by problem
Not Two Rivers Housing?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
- Uttlesford District Council repairsCouncil
- Vivid repairsHousing association
- Waverley Borough Council repairsCouncil
- Wealden District Council repairsCouncil
Reported a repair to Two Rivers Housing and still waiting?
About 2 minutes. No documents. Free to check.