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Repairs information for leaseholders

On this page you can find out how to report a repair needed for the communal areas of your block or estate, if you are a council leaseholder.

You can also find out who to contact in an emergency and what you should do about gas leaks, electricity power cuts and problems with your water supply. ​​

Report a repair

As a council leaseholder you are responsible for the repair and maintenance of everything inside your home, while we are responsible for the structure, exterior and communal parts of the building.

Report a repair online if you notice a problem with:
  • a lift
  • communal television aerial
  • door entry system
  • electronic barriers and gates
  • guttering
  • broken main entrance door of a block.

Emergency repairs

Emergency out-of-hours repairs

For emergency repairs outside of normal working hours, you should phone the repairs operation centre (ROC) on freephone 0800 952 5555.
This service is available 365 days a year.
The types of problems you should report as emergency repairs are:
  • dangerous electrical faults
  • heating failures for sick or elderly residents
  • major water leaks.
We expect to get to the fault or leak in at least four hours to make it safe. We will tell the repairs operation centre (ROC) what work we have done. We will then arrange to do any more work that needs doing at a later date during usual working hours.

Gas leak

You should report a gas leak on the National Gas Emergency Line: 0800 111 999.

Electricity power cut

If your electricity is cut off, you should phone your electricity supplier and have your electricity meter number to hand.

Find out who your supplier is

If you do not know who your supplier is you should phone EDF on freephone 0800 028 0247. They should be able to help you.

Water problems

If you have a serious water leak and/or flooding you should phone the London Fire Brigade on 999.
If your water is cut off, you should phone Thames Water on 0845 9200 800 and have your meter number to hand.

Right to Repair

As part of the government's Right to Repair scheme we must:
  • fix urgent repairs that could affect your health, safety or security if they are not done quickly within a certain period of time
  • arrange for these repairs to be done within the specified time limit, otherwise you have the right to ask us to get a second contractor to do them. 
If they are not done within the extra time allowed for the second contractor, you may be entitled to compensation.
In some situations where a repair is more complex or we need an inspection visit, we can increase the time we take to do the repair.
Right to Repair only covers repairs that cost under £250. It does not apply if you or a member of your household or a visitor caused the damage.
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Contact us

  • Repairs operation centre

    0800 952 5555