Reporting repairs
You can report any repair problem to our Housing Contact Centre 24 hours a day, 7 days a week. Please give us as much information as possible about your repair.
You questions answered
Who do I contact about repairs?
The best way is to telephone the Housing Contact Centre or your TMO. You can also visit your Neighbourhood Office and use the freephone in reception. When you report a repair please give us as much information as possible.
What if it is an emergency?
If you have an emergency outside office hours you should call the Housing Contact Centre or the ‘out of hours emergencies’ number for your TMO. See Useful contacts. There are staff on emergency duty all the time. Be sure that it is a genuine emergency because if you call us out on an emergency without good cause, or you are not at home when we respond to an emergency, you may be charged for the repair operative's time. If we need to get into your home to carry out an emergency repair and we cannot contact you or you unreasonably refuse to let us in, we will break in.
Who will carry out the repair?
There are different contractors for different areas of Hackney. There are some general contractors and some specialist contractors. All repair operatives must carry identification. Always check their identification and phone the Housing Contact Centre or TMO if you are in any doubt. Operatives must also follow a strict code of conduct while they work in your home. See Repair standards.
What we need to know
- Which item needs repairing or replacing?
- What is the problem eg: is it loose, leaking, broken?
- What is causing the problem?
- Where is it: which room inside or whereabouts outside?
- Can you describe the item: what type, size, shape or colour is it?
- What is it made of: wood, metal or plastic?
- How big is the problem: what area or length is affected?
- Is it causing any other problems or damage?
When you call
Let us know your name, address, telephone number and the details of what needs repairing.
We will discuss the problem with you and will tell you:
- whether an order for work will be placed immediately, or whether a surveyor needs to visit to assess what needs to be done
- if it is an order, the response category it falls into
- the job number, which you can check against the repair operative's order when they call.
Arranging a time
We will discuss what time of day you can be at home to let a repair operative in to carry out work.
For all urgent and normal category repairs we will agree a specific morning (8am-1pm) or afternoon (12pm-4.30pm) when a repair operative will call. If you are not in when we have agreed an appointment the job will be cancelled. You will have to report the repair to us again.
The work is carried out
When the work has been completed, the repair operative will ask you to sign that he or she has attended to the repair.
