We are working hard to maintain services during the coronavirus (covid-19) pandemic. We are currently prioritising emergency and urgent repairs and are working to complete jobs that were previously reported to us and cancelled in the early stages of the lockdown.

We will also begin to complete some new repairs that are urgent because of health and safety or antisocial behaviour implications or pose the risk of future disrepair cases. We will aim to complete these repairs within 60 days.

Any other non-urgent jobs or external works will be booked with an aim to complete these works within 90 days.

Some jobs will remain on hold for the time being, for example those that are non-urgent but require our staff to be in a property for an extended period of time.

We are grateful to everyone for their understanding as we seek to clear the backlog from the previous three months.

For updates on the coronavirus and our response, visit the coronavirus pages of our website.


Details of how to report a repair, and who is responsible for carrying out repairs.

Our repairs are carried by our subsidiary, the Phoenix Repairs Service.

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. 

Examples of 'make safe' include:

  • A loss of total power
  • Boarding up a broken window
  • Flooding

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

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 National Grid 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 mains switch. 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 the UK's best 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, draught excluders, paths and fence work fitted by Phoenix
  • Internal and external lighting in communal (shared) areas
  • Major pest infestations in communal areas which give rise to public health concerns
  • Regular 'cyclical' work such as repainting and upkeep of external communal areas
  • Major works and other planned improvements, such as replacing kitchens, bathrooms and roofs.

Tenant responsibilities

  • Keeping the inside of your property in good decorative condition
  • Repairs for fittings and fixtures that you own
  • 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