• Phone: 0207 664 8955. If lines are busy, please leave a voicemail and we will call back.
• Email: maintenance@havenmorehousing.org.uk
• Online form: use the form at the bottom of this page for non-emergency repairs.

• Your name, address and best contact number.
• What is wrong and when it started.
• Whether there is any immediate risk to safety, security or the property.
• Photos or video if possible.
• Access needs, communication needs, or times when visits would be difficult.
• Whether a care provider, appointee, advocate or family member should be involved in arranging access.

• Non-urgent repairs such as dripping taps, minor fittings, internal doors, plastering or tiling.
• Minor decoration or non-urgent fixture issues.

Response times depend on risk, access, parts, specialist contractors and tenant circumstances. We will tell you what happens next and update you if the repair cannot be completed as expected.

If there is immediate risk to life or serious danger, such as fire, serious injury, violence or criminal activity, call 999 first. Tell Havenmore when it is safe to do so.

Open windows and doors, turn off the gas at the meter if safe, avoid flames and electrical switches, and call the National Gas Emergency Service on 0800 111 999. Then inform Havenmore.

• Turn off the stopcock if safe and you know where it is.
• Move away from electrical items and sockets.
• Contact Havenmore as soon as possible.

• Check whether neighbouring properties are also affected.
• Check the trip switch only if safe to do so.
• Contact the electricity network operator if it appears to be a wider outage.
• Contact Havenmore if the issue appears to be within the property.

• damp, mould or condensation that does not clear;
• leaks, water marks or water coming into the property;
• heating, ventilation or window problems;
• cracks, damaged flooring, broken windows or security issues;
• pest issues or anything that affects health and safety.

• Assess the issue and consider the likely cause.
• Arrange repair works where needed.
• Provide practical advice where helpful.
• Arrange follow-up where the issue needs review.

Damage caused deliberately, by neglect, misuse or by visitors may be recharged where appropriate. We will consider individual circumstances and explain any recharge decision.

• We will usually agree a visit time and tell you who is attending.
• Staff and contractors should identify themselves.
• If you are unsure, call Havenmore before letting someone in.
• Please make sure access is available at the agreed time.
• You can ask a care provider, appointee, advocate or family member to help arrange access where appropriate.
• We give notice for routine visits. In emergencies, access may be needed without notice to prevent harm or serious damage.

• Contractors should identify themselves and explain the purpose of the visit.
• They should treat tenants, homes and belongings with respect.
• They should work safely and leave the area reasonably clean and tidy.
• They should report any safeguarding, safety or access concerns back to Havenmore.

Tell Havenmore if a contractor misses an appointment, behaves poorly, leaves the work area unsafe, or if the repair has not fixed the issue.

• Fire risk assessment and relevant fire safety checks.
• Gas safety checks where gas is present.
• Electrical inspection and testing in line with applicable requirements.
• Water hygiene controls where relevant.
• Emergency lighting, alarms and landlord safety systems where applicable.

Safety checks are part of keeping tenants and properties safe. Missed access can create risk and may lead to further action where checks are legally required.

Tell us if you have access needs or communication preferences. We can consider reasonable adjustments such as timed appointments, quieter visits, involving a representative, Easy Read information, large print, audio information or other practical arrangements.

Where property adaptations may be needed, we may need input from occupational therapists, physiotherapists, local authorities, commissioners, landlords or other professionals. Adaptations depend on assessed need, property suitability, consent, funding and practical deliverability.

1. Contact the maintenance team and explain what has happened.
2. Include the original report date, address, repair issue and any photos if useful.
3. Tell us if the issue is now affecting safety, health, access or security.
4. If you remain unhappy, you can ask for the matter to be handled as a complaint.

Complaints are handled under Havenmore’s complaints process. If you remain unhappy after our final response, we will explain what external options may be available depending on the issue.

What happens next

• We will review your request and assign a repair category.
• We will contact you to arrange access if needed.
• We will update you until the job is completed or a further decision is needed.