Report a repair

Responsibility 

Before reporting a repair, please check to see if it’s something you are responsible for.
 

Tenant responsibilities 
Leaseholder responsibilities

If you smell gas, call Cadent (national gas supplier) free on: 0800 111 999

Ways to report a repair

Call us

Our contact centre is open Monday-Friday 8.30am-5pm 0800 358 3783 (+44 20 7245 2990 from abroad). A 24 hour emergency service is also available through the same number. 
 

Email us

Email customerservices@cwh.org.uk (Please only use this method for non-emergencies).
 

Non-emergency repairs

For non-emergency repairs, an appointment will be booked for you. If we have your mobile number, you will receive a reminder text message 24 hours before your appointment. 

We should provide an appointment within 20 working days for non- urgent repairs.  Be aware that sometimes it may take more than one visit to fix your issue.

If your repair is an emergency we will make a safe emergency issue within 24 hours. 

Check a repair    

To check the status of an existing repair, use our repairs tracker (also located on the right side of this page), you will need your allocated job number. Please note the tracker does not work for communal repairs.
 

Visit 

A contractor will attend at the time given to you. Someone over the age of 18 must be home to let them in. They will show an ID, so you can be sure they are working for us. If you miss your appointment, the contractor will leave a card; let us know within seven days to rebook your appointment.
 

Feedback 

We want to make sure we’re providing the best possible service, so we want your feedback. In the week after your repair is complete we’ll send a few questions about your experience, however if you’d like to comment on our service at any time you can always give us a compliment or if you are unhappy with the service you have received you can also make a complaint.