Report a repair

Your home should be safe, comfortable and in good working order. We’re here to help make sure it stays that way.

Whether you have a small repair, like a dripping tap, or something more urgent, like a problem with your heating or electrics, our team is ready to support you.

On this pages, you’ll find information about:

repairs responsibilities and service standards
response times
how to report a repair.

We want to make reporting a repair as simple and stress-free as possible. If something isn’t working as it should, please let us know. The sooner you tell us, the sooner we can help.

Before reporting a repair, check read the information below to see what you are responsible for.

What is a repair?

Responsive repairs are typically unplanned and minor in nature. In most cases, they can be completed during the first visit. All reported repairs are assessed, assigned a priority level, and given a target timescale for completion.

The replacement of larger components, such as doors or kitchen units, is not usually classified as a responsive repair.

Service standards

Our aim is to deliver a high-quality repairs service that meets the standards agreed with our residents. We are committed to providing a service that is responsive to residents’ needs, achieves high levels of satisfaction, represents value for money, and is delivered in a cost-effective and affordable way.

What you can expect from us:

Emergency Repairs: A 24-hour, seven-days-a-week telephone service for urgent issues.
Non-Emergency Repairs: Convenient online reporting for routine repairs through the MyHome portal.
Flexible Appointments: Choose a time that suits you, usually within a two-hour window.
Timely Completion: Repairs will be completed according to their priority, with every effort made to resolve them on the first visit.
Safety and Compliance: Annual gas safety inspections and regular maintenance of communal equipment, including lifts, fire alarms, emergency lighting, and water tanks, in line with legal requirements.
Quality Assurance: Inspections of completed works to ensure high standards are consistently maintained.

All staff and contractors are qualified, experienced, and adhere to our Code of Conduct. They will present photo identification before entering your home, treat you and your property with courtesy, and ensure that your home and communal areas are left clean and tidy after work is completed.

Tenants’ responsibilities for repairs

We are responsible for maintaining your home and the structure of buildings. However, there are some repairs that are your responsibility, such as:

Repairing and replacing internal doors and internal door furniture (excluding fire doors)
Clearing blockages in sinks, baths, and basins caused by residents
Repairing or replacing draught excluders and internal glazing
Repairing or replacing gates, garden paths, and fences (except those leading to the property or next to public areas)
Repairing or replacing kitchen furniture (except worktops damaged by normal wear and tear)
Repairing or replacing external door furniture not fitted by the Council (excluding Yale or night latch locks)
Replacing lost or damaged keys and associated locks
Repairing or replacing plugs and chains for baths, basins, and sinks
Maintaining any installations you have added, such as kitchens, bathrooms, light fittings, or flooring
Any unauthorised alterations, including removal of walls or structural changes

Leaseholders’ responsibilities for repairs

For leaseholders, the Council is responsible for repairs to the building structure, common areas, and services to each flat.

Leaseholders are responsible for:

Repairs and maintenance inside their flat, including kitchens and pipework
Arranging services for work within their flat, such as gas boiler servicing or water shutdowns. They can do this through Council-approved contractors under ‘the Leasehold Offer’ (payment is required in advance)

All services are offered at an agreed price, and leaseholders arrange and liaise directly with the contractor. Flat front fire doors can also be purchased and fitted through the Council’s major works contractor.

Response times

Most repairs are split into two main priority categories depending upon the urgency of the work. Each category has a target time limit to complete the job:

Emergency 24 hours (attendance within 2 hours to make safe and prevent danger where required, with follow-up works completed within 24 hours)
Normal priority (20 working days)

Emergency repairs

Emergency repairs are issues that present an immediate risk to health, safety, security, or that may cause significant damage to your home. These include:

A severe water leak that cannot be contained
Total loss of electricity (not caused by the utility provider)
Total loss of water supply (not caused by Thames Water)
Fire damage
Major structural damage
Serious blockages to main drains
A blocked toilet where it is the only toilet in the property
Failure of a door entry system preventing access
Securing external doors or windows following a break-in or vandalism, where there is a security or injury risk (a Police crime reference number will be required)
Total or partial loss of heating where no alternative heating is available (temporary heating will usually be provided)
Removal of offensive or discriminatory graffiti
Complete loss of lighting in communal areas
Loose banisters or handrails

Our commitment to you

A contractor will attend within two hours to make the situation safe. “Making safe” may involve temporary measures to remove immediate danger. Where a permanent repair cannot be completed on the first visit, we will arrange a follow-up appointment as quickly as possible.

Normal repairs

Normal priority repairs are those that may cause inconvenience but do not present an immediate health and safety risk. These include:

Minor leaks and blocked drains or pipes
Faulty electrical fittings and minor electrical issues
Repairs to external walls
Repairing or replacing kitchen units and worktops
Replacing door and window fittings (where there is no safety or security risk)
Repairs to plasterwork
Minor plumbing works, including tap repairs
Repairing and clearing guttering and downpipes
Kerb repairs
Repairs to gates, fences, and locks
Repairs to communal television aerials
Repairs to door entry systems, including individual door entry phones

Our commitment to you

We will complete internal repairs within 20 working days. Please note that a small number of repairs may fall outside these categories, for example where specialist parts must be manufactured or scaffolding is required. In such cases, we will inform you of the expected timescale.

Communal repairs

We are responsible for the upkeep and repair of communal areas to ensure they remain safe, clean, and well maintained for all residents. This includes stairs, lifts, fire alarm systems, emergency lighting, door entry systems, security gates, television aerials, communal lighting, drains, windows, bin storage areas, fencing, walls, paving, and gardens.

Communal repairs are prioritised as follows:

Emergency – within 24 hours (attendance within 2 hours to make safe where required, with completion within 24 hours). These repairs involve serious risks to residents.
High priority – within 7 working days. Issues that require prompt attention but do not present an immediate risk, such as missing drain covers, isolated lighting failures where alternative lighting is available, or damage to concrete steps.
Normal priority – within 20 working days
Extended priority – within 60 working days

How to report a repair

Online

Logging into the MyHome portal. It only takes a few minutes to register for the portal and allows tenants and leaseholders to manage a range of services online at any time, 24/7. Your account can be accessed using a variety of devices, including mobile phones and tablets.

This is not for emergencies.

Report a repair through MyHome

For more information on MyHome visit our MyHome pages.

Phone

Tel: 020 7364 5015

Mail

Tower Hamlets Council Town Hall
160 Whitechapel Road
London
E1 1BJ