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Reporting Repairs

Requesting a repair:

If you need to request a repair you should phone your Repairs Ordering Centre (ROC), use our Online Repairs Ordering system (see icon on right hand side), following a few simple steps you can register a repair via our website 24 hours a day, seven days a week, (please note: someone will call you back to confirm your request and arrange a time) or call in to the reception.

To report a problem in a communal area you should phone your Repairs Ordering Centre (ROC) or call in to the reception.

Note: Please have this Repairs Handbook ready

  • If you live in the North Fulham or South Fulham housing areas:

    call freephone 0800 131 3423 to report a repair

  • If you live in the North Hammersmith or South Hammersmith housing areas: 

    call freephone 0800 093 3132 to report a repair

We will tell you what the priority is and when the repair will be done by. If we require internal access to your flat for general repairs, you will be given an appointment.

Appointments for general repairs can be offered in the following time slots -

  • Morning appointment            08.30am to 11.30am
  • Midday appointment             10.30am to 2.30pm
  • Afternoon Appointment         2.00pm to 5.30pm

View or download the New Repairs Handbook here

Click to view or download our Service Standard for Repairs booklet here

REPAIR CATEGORIES

From April 6 2009, the H&F Homes Repair Service introduced 4 new repairs categories, and offered Residents the chance to book their own appointments.

The appointments system allows Residents to book an appointment for work to be done, either morning, midday or afternoon.

H&F Homes has a high success rate in completing urgent repairs, within times set by Government, and the new categories made it easier to understand and the system more efficient.
The new categories are:
Category Example How long wil it take? 
Emergency


Total Loss of water, gas or electrical supply
Major problems with drains
Blocked toilets where there is no alternative facility
Leaks which cannot be contained
 

 Response in 2 hours, work
complete in 24 hours
Priority


Blocked sink, bath or basin
Problem with taps
Health & Safety faults with stairs or banister rails
(appointments on or before 3rd day)
Leaking roofs
Door entry phones not working
 

 7 calendar days
Routine


Replacement of gutters and drainpipes
Adjusting doors and windows
Replacing cracked glass
Standard repairs to carpentry and brickwork
 

 28 calendar days
Planned


Asphalt repairs to common areas
Cleaning gutters
Cleaning of drain systems
Roof renewals
 

 13 weeks
Repairs Online

Out of hours emergencies:

If there is an emergency repair that is required outside normal office hours:
(8.45am-7.00pm Monday to Friday)

 
Call

0208 748 8588  



An emergency would be a repair that is necessary to prevent personal injury, something that could damage someone's health or a danger to the building. You should not use this number if the repair is not the landlords' responsibility.

Gas Leaks

Gas leaks should be reported to the National Grid. 

on freephone 0800 111 999

immediately you become aware there is, or might be, a problem.

Access to carry out repairs:

If we need to get inside your flat to carry out a repair, for which we are responsible, we will try to give you at least 24 hours notice of this. We will try to do the repair at a time convenient to you. Repairs such as TV aerials, door entry systems and window repairs may require access into your flat.

In an extreme emergency we may need to get into your flat immediately, for example, flooding into the flat below. If you are not contactable we may need to force an entry. If this is necessary, we will inform the Police of our intentions, and make every effort to contact you. If we force an entry we will make sure the flat is left secure and you know who to contact to get back into your flat