Report your repairs

This section provides you with full information about our Repairs Services - it tells you how to report a repair, the types of repairs we will carry out, when the repair will be done, the types of repairs you must do yourself, and what to expect from our service.

Reporting repairs

When reporting a repair, please quote your reference number or property address and have a pen and paper to take note of your repair job reference number.

You can report a repair in any of the following ways:

	Over the phone 0800 028 2 028 - Press 1. Calling our landline number 020 8613 4000 may be cheaper from a mobile.
	Email repairs@lewishamhomes.org.uk please include your name and property address.
	Online Use the online reporting form to report a repair.
	In writing Lewisham Homes Repairs Services FREEPOST (No stamp needed) 9 Holbeach Road, Catford SE6 4TW
	In person At your housing office, addresses are published in our contact us section.

Repair appointment times

Appointments are weekdays 8am-1pm or 12 midday to 5pm. We can also provide early morning, evening and Saturday morning appointments on request.

All authorised operatives carry identity cards and will show this before entering your home. If you have any doubt over their identity please contact us before
letting them into your home. You can arrange a safety password to help you identify our operative if you request it, this will be agreed when your repair appointment is set.

If you give us a mobile phone number we will send an appointment confirmation text immediately, and text you before we are due to arrive. If we cannot gain access to your property at the agreed time, we will phone you. If we are unable to contact you, we will leave a card saying what time we visited. You will need to contact us to rearrange the appointment.

When we first visit we will tell you how long the repair will take. If unable to complete the repair on the first visit we will arrange another visit before leaving the property. We will keep you updated with the progress of the repair. Once the job is completed we will contact you by text, phone or post and ask you to complete a satisfaction survey. This helps us to monitor and improve our services.

Repair priorities

We have set targets for the time you should expect to wait for a repair job.

Emergency - within two hours

For repairs that remove immediate danger to people, avoid flooding or major damage to the property, make the property secure, or restore total loss of heating in winter. We will complete the repair at the time, if we can. If we cannot, we will make the situation safe and carry out any follow-up work as an urgent or routine repair.

Urgent - next working day

For work to restore full or partial failure of sanitation; water or electrical supply; or heating systems. Also for urgent work to prevent immediate damage to the property, to overcome serious inconvenience to the household or where there is a possible health, safety or security risk.

Non urgent - within three working days

For work where the fault or failure does not cause inconvenience or danger to occupants or the public.

Within 20 working days

For work where the fault or failure does not cause inconvenience or danger to occupants or the public. We may extend the timescale for certain repairs, for example if materials need to be ordered.

Out of hours emergency service

An emergency repairs service is available outside normal office hours, during the weekends and bank holidays. If you report an emergency repair to us out of hours we will come and make the situation safe. The next working day we will order any follow on works that are needed and these will be carried out in normal working hours.