Report a repair

To report a repair call: 0800 358 3783 or +44 20 7245 2990 if you are calling from abroad

An out of hours emergency service operates on the same number 5pm – 8:30am on weekdays and across weekends and public holidays.

To check the status of an existing repair, use our repairs tracker, you will need your allocated job number (please note the tracker does not work for communal repairs).

Know the repairs process

When you report a repair in your home, it’s important you understand what to expect from us, as well as anything you can do to make sure issues are fixed as quickly as possible. Remember the five steps:

Check, report, book, visit, feedback

Morgan Sindall carry out the majority of responsive repairs in our properties and will follow this process.

1. Check whose responsibility the repair is

If you are a tenant we are responsible for fixing the majority of things in your home, but before you report it, just check to see whether it’s something you are responsible for.

Tenant responsibilities >>>
Leaseholder responsibilities >>>

Remember: If you smell gas call Cadent (the national gas provider) free 24 hours a day: 0800 111 999

2. Report it

Ring us on 0800 358 3783 or if you prefer and it’s not an emergency, you can email us customerservices@cwh.org.uk

If you are contacting us about condensation and mould in your home you can fill in our online form.

3. If your repair isn’t an emergency, we will book an appointment for you

You will be allocated an appointment date and asked to confirm that the contact details we hold for you are correct, and if we have your mobile number we will send you a reminder via text 24 hours before your appointment.

If your repair is an emergency someone will attend and make it safe within 24 hours and we aim to provide you with an appointment for most non-urgent repairs within 20 working days.

Once you have been allocated a job number, you can check the status of your repair with our repairs tracker.

4. A contractor will visit

One of our repairs contractors will attend at the time given to you when you reported the repair. Someone over the age of 18 must be home to let them in and the contractor will show you an ID card so you know they are who they say they are. It might take more than one visit for the issue to be fixed.

If you’re not in, the contractor will leave a card to say they tried to attend and you will need to contact us within seven days of the missed appointment to rearrange. 

5. We’ll ask you for feedback

 To ensure we are providing a quality repairs service we rely on you to feedback and let us know how we’re doing. In the week after your repair is completed we will send you a few questions about your repairs experience.

If you would like to comment on the service you received outside of the feedback form you can give us a compliment or make a complaint.