Emergency repairs
An emergency repair is one which poses danger to residents or property. This includes damage, flooding or where your home is insecure. Examples of repairs carried out of hours are:
- Flood, fire or explosion damage (Access to get back in to property (this service is provided at a cost. Discretion is provided in certain circumstances)
- Major plumbing and electrical faults resulting in large scale loss of water or power.
- Gas/water leaks from heating/hot water system, with the risk of causing death, injury or serious damage to property.
- Individual heating breakdowns only in severe weather where tenants are vulnerable and cannot wait until the next working day for the repair. i.e.Tenants with pre-school children , Elderly people; where one occupant is aged over 65, Disabled person; who is living on their own, Medical Reasons; which require a continuous heated environment
Phone: 020 8356 3691
Our Housing Contact Centre phone number for emergency repairs is available 24 hours a day, 7 days a week.
We operate an emergency repair service to deal with essential repairs outside of normal working hours where there may be a risk to tenants, the public or the environment if the repairs are not carried out immediately or where the property may not be secured.
Hackney Homes operates a 365 days a year out of hour’s service. We have dedicated call out managers who have trade backgrounds and can provide practical support and technical advice to our operatives in the field.
We have a dedicated out of hours (OOH’s) call centre and staff are trained in dealing with emergency situations and work in accordance with the requirements of the Tenant and Landlord Act under duty of care.
A report will be taken and a repairs operative will be sent out to deal with the problem.
Out of hours repairs are carried out between 6pm each evening and 8am the following morning. From 8am, repairs are carried out by the daytime Repairs and Maintenance team.
Please note that all Hackney Homes operatives carry staff identification cards. If you are in doubt, do not let anyone in and call the contact centre for further clarification. If additional work is required, you will need to call our day time contact centre to book a convenient appointment.
Please note that everything will be done to ensure that the repair is carried out to make your home safe to live in. If there is a serious threat to residents or property such as flooding or a gas leak, every attempt will be made to contact the tenant or leaseholder. If we are unable to get in touch with you, we may have to force entry. We will try to minimise damage and will leave the property secure on completion of our work. Information about who to contact about gaining access into the property will be provided.
If your repair is non-urgent, please use our online repairs form or call our Housing Contact Centre during business hours.
If you have any queries you can contact the Housing Contact Centre on 0208 356 3691 or email.