Independent · not part of Your Housing Group
Your Housing Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Your Housing Group: the repairs phone number and emergency line, reporting a repair online, and how long Your Housing Group has to fix it. Your Housing Group’s own target for routine repairs is 28 calendar days.
Other names: Your Response
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: yourhousinggroup.co.uk
Has Your Housing Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Your Housing Group’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, Your Housing Group’s emergency line is here.
How to report
Reporting a repair to Your Housing Group
- 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 Your Housing Group misses its own target, complain. You may also be able to claim.
- Damp and mould formAn online ‘Report damp or mould’ form is on the damp and mould page, or call 0345 345 0272 and choose options 1 then 3.
Emergency repairs
When to call Your Housing Group straight away
Phone Your Housing Group straight away if anything puts someone in danger or leaves your home unsafe. Emergencies 24 hours a day, 7 days a week. Other calls Monday to Friday, 9:30am to 4pm. The number is in Your Housing Group’s repair contacts.
- 01No heating, hot water or mains water
- 02A gas leak or a carbon monoxide alarm going off
- 03Blocked drains or sewage coming into your home
- 04Burst pipes or flooding you can’t control
- 05Your only toilet can’t be used
- 06No electricity at all, or damaged or unsafe wiring
- 07An outside, communal or fire door or window that is broken, unsafe or won’t lock
- 08A window stuck open or shut
What counts as an emergency, from yourhousinggroup.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Your Housing Group.
Timescales
How long Your Housing Group has to fix it
Your Housing Group’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Your Housing Group’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend as soon as possible where there is a serious risk to you or your home. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysAttend where leaving it would harm you or the home. | No fixed legal limit unless it’s a hazard |
| Routine | 28 calendar daysBooked at a time that suits you and completed. | No fixed legal limit unless it’s a hazard |
| Major | 90 daysPlanning and starting the work can take up to 90 days. Any temporary repair and timescale are agreed within 28 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Your Housing Group says it will investigate damp and mould and write a report within 14 calendar days, and any work needed should start within 7 calendar days of the report. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from yourhousinggroup.co.uk, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past Your Housing Group’s own target. You could claim compensation.
Start your claimYour options
If Your Housing Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Your Housing Group 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 Your Housing Group
This can get Your Housing Group to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Your Housing Group to put things right. In its recent decisions about Your Housing Group, it ordered between £600 and £1,200 in compensation.
How to complain to Your Housing GroupYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Your Housing Group
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Your Housing Group
Acknowledged within 5 working days, with a formal reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a resolution offered within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Your Housing Group to put things right.
Your Housing Group’s record
How Your Housing Group performs on repairs
Mar 2026: The regulator found some weaknesses: repairs are getting quicker and better, but Your Housing Group needs more time to show lasting improvement, especially on repair timescales.
of Your Housing Group tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Your Housing Group in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Your Housing Group
- How it handled repairs to the kitchen flooring.Service failure
£600 ordered - How it handled concerns about water ingress affecting the condition of the property and repairs required.Maladministration
£700 ordered - How it handled reports of damp, mould, and outstanding repairs.Maladministration
£1,200 ordered
Sources: Regulator of Social Housing judgement, 25 March 2026; Your Housing Group tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Your Housing Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Your Housing Group repairs: questions
What is Your Housing Group’s repairs number?
0345 345 0272. Emergencies 24 hours a day, 7 days a week. Other calls Monday to Friday, 9:30am to 4pm.
What is Your Housing Group’s emergency or out of hours repairs number?
0345 345 0272 (Repairs line). Emergencies 24 hours a day, 7 days a week. Other calls Monday to Friday, 9:30am to 4pm.
Can I report a repair to Your Housing Group online?
Yes, at yourhomehub.co.uk. Report a non-emergency repair through your Your Home Hub account. You need to log in. Phone for emergencies.
How long does Your Housing Group have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Your Housing Group tenants?
Since 27 October 2025, Your Housing Group 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. Your Housing Group’s own damp and mould commitment: Your Housing Group says it will investigate damp and mould and write a report within 14 calendar days, and any work needed should start within 7 calendar days of the report.
How do I complain about a repair to Your Housing Group?
Complain to Your Housing Group first, online or by phone on 0345 345 0272. Acknowledged within 5 working days, with a formal reply 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 Your Housing Group?
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 Your Housing Group for you. It’s free to check.
Start your claimIs Report Repair part of Your Housing Group?
No. Report Repair is independent and not part of Your Housing Group or any council or housing association. We show Your Housing Group’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 Your Housing Group has to fix, by problem
Not Your Housing Group?
Other landlords in the North of England
- Accent Housing repairsHousing association
- Arawak Walton Housing Association repairsHousing association
- Arches Housing repairsHousing association
- Barnsley Council repairsCouncil
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Your Housing Group and still waiting?
About 2 minutes. No documents. Free to check.