Emergency repairs

We operate an emergency out of hours service for repairs outside of our office hours. This service is available between 5pm - 8am weekdays, weekends and bank holidays.

Our out of hours service is only there to make the situation safe until our repairs team are able to visit you during normal working hours. Please understand that we may not be able to complete the full repair on our first visit.

We will complete an emergency repair when:

  • there are immediate and serious health and safety implications
  • there is a risk to the security of your home
  • not carrying out a repair will cause further damage to your home.

Our response will be on the same calendar day to make safe.

Examples include where there is:

  • Uncontainable water or waste water leak
  • No power to whole dwelling
  • Only WC in dwelling backsurging.

If you need to report an emergency repair, please call us immediately on 0800 0285 700 and press 1 for repairs.

Condensation, Damp and Mould 

Please contact us straight away if you have damp or mould growth. We’re here to help.

Damp and mould can have serious health implications if left untreated and it’s important to contact us if you’re experiencing problems so that we can work with you to agree the best approach for your home. It is our responsibility to ensure that your home is safe and well maintained to a decent standard. Read this leaflet to learn more

When you report cases of damp and mould to us, we will discuss the problem with you and either carry out a repair to resolve the issue or we will arrange for a surveyor to visit your home and investigate the problem further. When you contact us, please explain the problem in as much detail as possible and tell us if you have noticed any of the possible causes listed in this guide. This will help us to identify the cause and decide what action is required to resolve it. It’s important to let us know if you or any member of your household has a medical condition.

We can offer help and support to meet your needs while the problem is resolved.  

Gas leaks

If you think you can smell gas:

  • put out any flames
  • do not touch any electrical appliances
  • open all windows and doors
  • leave the property.

Then call Southern Gas Networks straight away on 0800 111999. Do not use your phone within the property.

Other repairs

When something needs a repair in your home, it's important to get it put right. Before you get in touch to report a repair, check these common problems to see if you can resolve it on your own.

This is important: if the fix is your responsibility to make and you ask us to repair it, we may recharge you for the costs.

I have a leak, what should I do?

Try to locate the source of the leak i.e. is it from the flat above or from the roof guttering

If you are able locate the stopcock in your home, turn off the water supply

If water is leaking into electrical fittings, do not touch them and turn off the electricity at the fuse board. If the fuse board is wet, do not touch it or any electrical items. Call the repairs line immediately.

You may be able to make an insurance claim if you have home contents insurance for water damage to your decorations and belongings

My electricity won’t come on

Unplug all of your appliances. Open the cover of your fuse box and check to see if any of the switches have tripped and are in the downward position. Plug your appliances in one at a time. If it is faulty the Minature Circuit Breaker (MCB) will trip again. If the issue persists, please contact us.

I have no water, what should I do?

In the first instance check with Thames Water on 0800 316 9800 in case they are working on a water issue in your area that is disrupting your supply. If this is not the case contact us.

Before reporting a repair, please check who is responsible for it.

To log a repair you can contact us in any of the usual ways.

You will be given an appointment date and time. Please keep to this. If you cannot make the appointment for any reason, please contact us so we can rearrange the appointment.

Appointment slots are from 8am to 1pm, or from 12noon to 5pm, each weekday. We can provide early morning and evening appointments on request.

Callers to your home

All of our staff and contractors carry identity cards. Never let anyone into your home without asking them to prove their identity.

If you are in any doubt, please contact us.

Repairs responsibilities

We aim to provide an excellent repairs and maintenance service for Phoenix residents.

However, residents also have some responsibilities for keeping their home in good repair. Before you request a repair, please check who is responsible.

Phoenix’s responsibilities

  • The structure of the property inside and out: roofs, chimneys, walls, ceilings, brickwork
  • The maintenance of all essential services such as plumbing and electrics
  • Heating and hot water systems
  • Kitchen and bathroom fixtures
  • Complying with health and safety regulations as they relate to asbestos, gas safety, electrical safety, legionella, and others
  • Repairs or replacements of skirtings, architraves, windows, front and rear doors, bargeboards, door and window frames and cills, plasterwork, lifts and safety catches to windows, stairs, letterboxes and draught excluders
  • Internal and external lighting in communal (shared) areas
  • Major pest infestations in communal areas which give rise to public health concerns.

Tenant responsibilities

  • Keeping the inside of your property in good decorative condition
  • Repairs for fittings and fixtures
  • Tidying garden areas
  • Ensuring adequate use of heating and ventilation to combat mould and condensation
  • Replacing locks if keys are lost
  • Replacing plugs and chains to sinks, toilets and wash basins
  • Replacing electric plugs, light bulbs, and florescent tubes
  • Replacing domestic fuses and resetting trip switches
  • Maintaining coat hooks and curtain rails
  • Keeping smoke detectors clean
  • Testing smoke alarms on a regular basis