Report a repair


You can report a repair in a number of different ways.

Full repairs service resumes 14 April 2021

From 8am on Wednesday 14 April our full repairs service resumes. This means that, in addition to the emergency repairs that we have continued to deal with throughout the recent lockdown, we will also be dealing with routine repairs.

Find out here what is classed as emergency (which we aim to fix within 24 hours) and what is routine (which we aim to put right at a time that’s convenient to you within 28 days). Please bear with us, however, as it may take slightly longer to respond to routine repairs as it is likely that we will receive a higher levels of calls in the first few weeks after lockdown.

How to report a repair

  • The most efficient way to report routine repairs is via email or online via MyOneHousing. If you raise a repair via MyOneHousing you can also track its status. You will need to register if you have not used the service before. Please note that this service isn't currently available to market rent tenants.
  • If you need to report an emergency repair, you should always call us on 0300 123 9966 to make sure we can deal with it as soon as possible. You can report emergency repairs at any time, 24 hours a day, seven days a week.

Track your engineer's estimated time of arrival

If you live in London, have booked a repair and want to know when your operative is due to arrive, you no longer need to call up to ask. If we have your mobile number, the operative will text you a web link when they’re en route which, when you click on it, will allow you to track where they are and what their estimated time of arrival is.

How we're keeping everyone safe

Whether someone needs to come inside your home to carry out a safety check or a repair, we have robust measures in place to keep everyone safe and protected and our engineers will:

  • maintain social distancing of at least 2 metres
  • wear appropriate Public Health England approved protective equipment
  • use sanitiser and wipe surfaces down when they’ve completed a repair or safety check
  • wear high vis jackets which have a message printed on them which reminds residents to maintain the 2m social distancing rule
  • place a sign/barrier close to where they’re working, to protect everyone’s safety.

How you can help

  • Please make sure you let us know if anyone in your household is unwell or self-isolating so that our engineers are prepared with the necessary protective equipment
  • If anyone in your household develops symptoms after reporting a repair but before the appointment, please let us know and we will rearrange the appointment.
  • Maintain a safe distance of at least 2 metres from our engineers - if possible please wait in a different room whilst they do their job. If you live in a studio apartment, please consider waiting outside.
  • Keeping rooms well ventilated makes a real difference so please open windows where people are working
  • Remove items from the area where engineers will be working and clean it thoroughly before they start - they'll clean the area thoroughly too when they finish.
  • Please do be aware that if our staff feel their safety is being compromised in any way, they may stop even if the job isn't completed.

You can find out more on our coronavirus advice page.

Who's responsible for repairs?

Before you get in touch, please check first whether the repair is our responsibility or yours

Login or register with MyOneHousing to report a repair

Other ways to report a repair

Social and intermediate tenants, and leaseholders (except Berkshire residents)

Our dedicated in-house repairs and maintenance team look after our properties across London and the South East.

Coronavirus

Please let us know if any members of your household are self-isolating.

Complete our repair form. Please provide as much information as you can so we can book the repair with you.

Email: ask@onehousing.co.uk

Call us on 0300 123 9966 (8am-6pm, Monday to Friday).

In an emergency, out of hours, call: 0300 123 9966

For social and intermediate tenants, and leaseholders living in Berkshire

In the Berkshire area we work with contractor Housing Solutions to provide our repairs service.

Their opening hours are:

  • Monday  8.45am-5.15pm
  • Tuesday  8.45am-5.15pm
  • Wednesday  10am-5.15pm
  • Thursday  8.45am-5.15pm
  • Friday  8.45am-4.45pm

For residents with hearing difficulties, call 01628 638136

Market rent tenants


Call: 0300 123 2033 (9am to 5pm, Monday to Friday)

In an emergency, out of hours, call: 0300 123 9966. Please inform the operator that you are a market rent tenant.

Emergency contact details

In an emergency, call us on 0300 123 9966.

Gas leaks

If you smell gas or are worried there might be a carbon monoxide leak, call the National Gas Emergency Service on 0800 111 999.

Water leaks

To report a leak outside your property boundary, call Thames Water on 0800 714 614.

Power cut

To report a power cut, call UK Power Networks on 105 or 0800 3163 105.