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
Monday – Friday
Morning 8am – 1pm
Afternoon 12 noon – 5pm
We can also provide early morning, evening and Saturday morning appointments on request.
If you provide a mobile phone contact number when you request a repair we may send an appointment confirmation text immediately, and advise you by text message before the operative is due to arrive. We can also supply you with a password so you can ensure the operative is working for Lewisham Homes.
If the Repair Operative cannot gain access to your property at the agreed time, they will ask our Contact Centre to phone you. If we are unable to contact you, the Operative will leave a card saying what time they called at your property. You will need to contact us to rearrange the appointment. Once the job is completed you will be contacted by text, phone or post to complete a survey about whether you are satisfied.
Repair priorities
Level | Response time |
| 1 | Out of hours emergency repair. We will arrive to do the repair within two hours and complete it within four hours |
| 2 | Office hours emergency repair. We will arrive to do the repair within two hours and complete it within four hours |
| 3 | Complete within the next working day |
| 4 | Complete within three working days |
| 5 | Complete within 15 working days |
| 6 | A large or specialist job. Time is needed to get specialist parts. The job will be inspected within two weeks |
| 20 | Complete within 20 working days |
| U | Inspected within two days |
| I | Inspected within two weeks |
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.
 | 0800 028 2 028 or 020 8613 4000 - press 1 |
The following are considered repairs emergencies:
- No drinking water or loss of mains water
- Communal door entry phones not working
- Communal heating not working
- Lift breakdowns
- Total loss of electrical supply
- Make an area safe after criminal damage
- Major blockages, surging drains, stacks, toilets
- Dangerous structures and ceilings
- Major water penetration and flooding
