Report a repair

We offer a standard and an out of hours repairs service, making sure that you have access to our services 24 hours per day, seven days per week, all year around. There are limits on what we can do which depends on if it is during work hours or out of hours.

During our opening hours:

Monday to Thursday 8am - 5pm, Friday 8am - 4:30pm

You can report repairs:

• 24 hours per day, seven days a week, 365 days a year online through my.account 
• WhatsApp
• Email for non-emergency repairs
• Calling our Customer Communications Centre.

For all repairs to gas heating and hot water systems, please contact our contractor TSG on 0800 111 4044.

What we need from you when reporting a repair:

• Your name
• Your address
• Confirmation that the information we have and your preferred contact method is correct
• Any circumstances you wish to be considered when we make the repair
• Details of the repair you are reporting
• Any other information that could be useful to us such as photographs.

Out of hours (emergency repairs only)

For more information about emergency repairs, please see the below section.

What are emergency repairs?

Emergencies put the health and safety of you, your family, customers or any other person at immediate risk. They also include repairs that affect the structural stability, integrity or basic security of the property. Some examples of emergency repairs are:

Electrical: there is no power whatsoever, water affecting wiring after a leak or if a lift or fire alarm are out of order

Heating & hot water: there is no heating or hot water whatsoever

Fire: where the Fire Service is attending or has attended

Water: uncontrollable leaks, burst hot or cold-water supply, overflowing drains or toilets inside the home

Structural damage: building impact damage or other dangerous structural faults

Home security: making your home secure, for example broken windows or entrance doors

Extensive damp and/or mould: extensive damp or mould in your main living areas

Weather: bpha will attend out of hours if bad weather such as gale force winds or lightning has caused extensive damage inside the house

How do I report an emergency repair?

We offer an emergency repairs service outside of normal working hours, which is sometimes called ‘out of hours’.

If an emergency repair happens outside of our normal working hours, you should report this to our out of hours provider by calling 0330 100 0272 and following the instructions.

Utility Companies

For gas, electric or water supply issues, the utility companies are responsible for carrying out repairs to your home or block.

Normally, service supply problems will be dealt with as soon as possible, but customers may be expected to make their own temporary arrangements (for example, portable heaters, etc). We will always try to help vulnerable customers who contact us.

If you have an emergency of this type, you should contact:

• Gas: If you smell gas or any other fumes, please call the National Grid emergency line on 0800 111 999 at any time of day or night. If possible open windows and doors, turn off the gas meter, do not use naked flames and avoid turning on switches or sockets
• Electric: If you have a power cut or general electricity supply emergencies, please contact National Grid on 105 or 0800 6783 105
• Water: For water emergencies you should contact your local water supplier on their emergency line. The number for this will be different depending on where you live, but can be found online by searching for the name of your water company and emergency line.