Independent · not part of Westward Housing
Westward Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Westward Housing: the repairs phone number and emergency line, reporting a repair online, and how long Westward has to fix it.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: westwardhousing.org.uk
Has Westward Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Westward’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, Westward’s emergency line is here.
How to report
Reporting a repair to Westward Housing
- 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 Westward misses its own target, complain. You may also be able to claim.
- TextText 07990 536536 with the word ‘repair’, your full name, address and a short description (routine repairs).
- Emailinfo@westwardhousing.org.uk
- Live chatChat with an adviser on the website, Monday to Friday, 10am to 4pm.
- Damp and mould formOnline form on the damp and mould page, where you can upload photos.
Emergency repairs
When to call Westward straight away
Phone Westward straight away if anything puts someone in danger or leaves your home unsafe. Calls outside office hours divert to a 24-hour emergency service. Routine repairs can be booked by phone during office hours. The number is in Westward’s repair contacts.
- 01Gas leak or smell of gas
- 02Major fault with the electricity supply or unsafe electrical fittings
- 03Burst water pipe or severe flooding
- 04Damage from fire or severe storms
- 05No heating, particularly in cold weather
- 06Completely blocked main drains
- 07Lift breakdown
- 08Outside doors or windows that can’t be secured
What counts as an emergency, from westwardhousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Westward.
Timescales
How long Westward Housing has to fix it
Westward doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Westward’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 Westward Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Westward 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 Westward
This can get Westward to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Westward to put things right.
How to complain to WestwardYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Westward
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Westward
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 Westward to put things right.
Westward’s record
How Westward Housing performs on repairs
Mar 2026: The regulator found Westward is delivering the consumer standards overall, with an effective repairs service, improving completion times and satisfaction, and no significant backlog of overdue work.
of Westward tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Westward in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 25 March 2026; Westward tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Westward Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Westward Housing repairs: questions
What is Westward Housing’s repairs number?
0300 100 1010. Calls outside office hours divert to a 24-hour emergency service. Routine repairs can be booked by phone during office hours.
What is Westward Housing’s emergency or out of hours repairs number?
0300 100 1010 (Repairs and emergencies). Calls outside office hours divert to a 24-hour emergency service. Routine repairs can be booked by phone during office hours.
Can I report a repair to Westward Housing online?
Yes, at westwardhousing.org.uk/book-a-repair. Book a routine repair with the online form (no account needed), or through My Repairs in MyAccount. Phone for emergencies.
What does Awaab’s Law mean for Westward Housing tenants?
Since 27 October 2025, Westward 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 Westward Housing?
Complain to Westward first, online, by email (info@westwardhousing.org.uk) or by phone on 0300 100 1010. 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 Westward 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 Westward Housing for you. It’s free to check.
Start your claimIs Report Repair part of Westward Housing?
No. Report Repair is independent and not part of Westward Housing or any council or housing association. We show Westward’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 Westward has to fix, by problem
Not Westward?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
- Willow Tree Housing Partnership repairsHousing association
- Wiltshire Council repairsCouncil
- Winchester City Council repairsCouncil
- Woking Borough Council repairsCouncil
Reported a repair to Westward Housing and still waiting?
About 2 minutes. No documents. Free to check.