Q: How do I report a repair?
You can report a repair by the following ways, please have your address or reference number to hand:
- By telephone on 0800 028 2 028 from a land line or 020 8613 4000 if calling from a mobile.
- For non urgent repairs by emailing us at repairs@lewishamhomes.org.uk or completing an online form.
- By writing to us at Lewisham Homes Repairs Service, FREEPOST (No stamp required), SE6 4TW; or
- By visiting your housing office and speaking to a member of staff. At our Holbeach and Pepys housing offices we have a member of staff dedicated to reporting repairs.
Q: What are the different repair appointment times?
A: The repair appointment times are as follows:
Monday – Friday
- Early morning 7.00 – 8.00am
- Morning 8.00am – 1.00pm
- Afternoon 12.00 – 5.00pm
- Evening 4.30 – 7.00pm
Saturday
Q: The lights outside my flat are out, who should I call?
A: Please call the Caretaking team, we will ask the caretaker to check the lights and replace them if s/he can. They can also check the settings on the timers. If the caretaker is unable to resolve the problem, they will report this to our repairs team. Alternatively, you can contact our repairs team on freephone 0800 028 2 028 - press 1 (020 8613 4000 may be cheaper from a mobile) outside of office hours.
Q: What repairs are considered as an emergency?
A: The following repairs are considered as an emergency:
- Boosted water systems
- Communal door entry phones
- Communal heating (temporary domestic heating is only supplied to elderly and vulnerable)
- Lift breakdowns
- Loss of electrical supply
- Loss of mains water
- Making your property safe after criminal damage – have a crime number from your local police station when you call
- Making safe blockages, surging drains, stacks, toilets
- Making safe ceilings or dangerous structures
- Making safe communal lighting
- Making safe electrics
- Water penetration and flooding.
Please report these on 0800 028 2028 - press 1, (020 8613 4000 may be cheaper if calling from a mobile phone).
If you report an emergency repair to us out of hours (5.00pm – 9.00am) we will come and make the problem safe. The next working day we will order the work needed to carry out your repair fully.
Q: My mum’s elderly and is having trouble getting around her house, can any fixtures be fitted to help her?
A: Yes. We can provide some basic adaptation such as hand rails and kitchen lever taps to your home without the need for an assessment from the Council’s occupational therapy unit. You can read more here or contact your local housing office for more information.
Q: I can smell gas in my home, what should I do?
A: Please take the following steps:
- Turn off the gas at your meter.
- Open all the windows to allow ventilation.
- Do not switch on electrical lights, smoke or use a naked flame.
- Do not operate the door controlled entry system from your flat .
- Phone Transco/National Grid outside of your home on 0800 111 999 giving them all the details.
Q: I was given an appointment for a repair, but the operative hasn’t turned up. What should I do?
A: Please ring the call centre on 0800 028 2 028 (or 020 8613 4000 if calling from a mobile) and explaining the situation. You will need to give your contact details and the repair job number so that they can assist you.
Q: My garden fence is broken, can you fix it?
A: No, it is the tenant’s responsibility to maintain fences. We will only do repair work to fences if it is deemed to be a health and safety hazard.
