Carrying out repairs

The responsibility for carrying out repairs is split between you as the tenant, and us as your landlord.

PCHA's responsibilities

We are responsible for keeping the structure and exterior of your home in good repair. We are also responsible for keeping installations for the supply of water, gas and electricity in proper working order.

Read more information about the repairs we do.

Your responsibilities

As a tenant you are responsible for taking reasonable care of the property you live in. This includes keeping your home decorated and doing some minor repairs.

Read more information on your responsibilities.

How do I report a repair?

You can report a repair online.

For day-to-day repairs or if you are enquiring about a repair you have already reported, please phone our contact centre on 020 8451 8000.

Our contact centre is open from 8.30am to 7.00pm Monday to Friday. To report an emergency repair outside of office hours please use the same number and our special out-of-hours service will deal with your call and help deal with the emergency.

When you call us, you will be greeted with a welcome message and be asked a series of questions so that you can be put through to the correct team.

Pressing the 'repair option' when asked will put you through to the Repairs Team. You will be asked for:

• your name and address
• a daytime contact telephone number
• details of the repair you want to report
• your availability for emergencies and urgent repairs
• a description of any special circumstances (disabilities or ill health)

The Contact Centre adviser will:

• log your repair
• raise an order
• give you an order number (which you can quote in case you need to contact us again)
• tell you how long it will take for your repair to be carried out

The order will then be passed to one of our contractors and we will send you a letter giving you:

• the name of the contractor or firm who will do the repair
• the deadline for the contractor to complete the repair
• full details of the repair you asked for

We will also include a "Tenant Satisfaction Questionnaire" with this letter which we would like you to complete and return to us after the repair has been completed.

If we are responsible for a repair it is best to report it quickly. The easiest way to do this is to phone us but you can also report your repair in writing or by calling in person at your local office.

Emergency gas leaks

Please report gas leaks on 0800 111 999 (to the National Grid, which used to be called Transco).