Independent · not part of Willow Tree Housing Partnership
Willow Tree Housing Partnership repairs: how to report a repair, phone numbers and timescales
How to report a repair to Willow Tree Housing Partnership: the repairs phone numbers and emergency line, reporting a repair online, and how long Willow Tree has to fix it.
Other names: South Western Housing Society, Tamar Housing Society
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: willowtreehousing.org.uk
Has Willow Tree Housing Partnership been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Willow Tree’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, Willow Tree’s emergency line is here.
How to report
Reporting a repair to Willow Tree Housing Partnership
- 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 Willow Tree misses its own target, complain. You may also be able to claim.
- Emailcustomerservices@willowtreehousing.org.uk
- Gas heating and hot water emergencies out of hoursGregor Heating, 0117 935 2400 (also renewable heating)
- Online repair formForm on the Report a Repair page (needs form cookies switched on)
Emergency repairs
When to call Willow Tree straight away
Phone Willow Tree straight away if anything puts someone in danger or leaves your home unsafe. Emergencies and urgent health and safety risks when the office is closed (MD Property Group), for most areas. Gas heating and hot water emergencies go to Gregor Heating instead. The number is in Willow Tree’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Willow Tree.
Timescales
How long Willow Tree Housing Partnership has to fix it
Willow Tree doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Willow Tree’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 Willow Tree Housing Partnership doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Willow Tree 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 Willow Tree
This can get Willow Tree to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Willow Tree to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Willow Tree
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Willow Tree
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 Willow Tree to put things right.
Willow Tree’s record
How Willow Tree Housing Partnership performs on repairs
Feb 2026: Upgraded from C3: it now knows more about the condition of its homes, but the regulator found the repairs service still needs to improve and gaps remain in stock surveys and in understanding tenants’ needs.
of Willow Tree tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 25 February 2026; Willow Tree tenant satisfaction measures 2024/25.
Contacts
Willow Tree Housing Partnership’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Willow Tree Housing Partnership repairs: questions
What is Willow Tree Housing Partnership’s repairs number?
01934 750780 (Repairs line) or 01392 449991 (Out of hours) or 01752 228266 (Out of hours). Phone lines open 9am to 4pm, Monday to Friday (not bank holidays).
What is Willow Tree Housing Partnership’s emergency or out of hours repairs number?
01392 449991 (Out of hours · emergencies). Emergencies and urgent health and safety risks when the office is closed (MD Property Group), for most areas. Gas heating and hot water emergencies go to Gregor Heating instead.
Can I report a repair to Willow Tree Housing Partnership online?
Yes, at willowtreehousing.mytenancy.co.uk. MyTenancy tenant portal (sign-in needed). There is also a repair form on the Report a Repair page. Not for emergencies.
What does Awaab’s Law mean for Willow Tree Housing Partnership tenants?
Since 27 October 2025, Willow Tree 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 Willow Tree Housing Partnership?
Complain to Willow Tree first, online, by email (customerservices@willowtreehousing.org.uk) or by phone on 01934 750780. 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 Willow Tree Housing Partnership?
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 Willow Tree Housing Partnership for you. It’s free to check.
Start your claimIs Report Repair part of Willow Tree Housing Partnership?
No. Report Repair is independent and not part of Willow Tree Housing Partnership or any council or housing association. We show Willow Tree’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 Willow Tree has to fix, by problem
Not Willow Tree?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
- Wiltshire Council repairsCouncil
- Winchester City Council repairsCouncil
- Woking Borough Council repairsCouncil
- Wokingham Borough Council repairsCouncil
Reported a repair to Willow Tree Housing Partnership and still waiting?
About 2 minutes. No documents. Free to check.