Report a repair

You can report a repair by calling our repairs call centre on 0800 358 3783 or 020 7245 2990. Lines are open between 8.30am and 5pm, Monday to Friday.

You can also notify the repairs call centre for non urgent repairs via email: We will contact you within two working days to discuss the repair. If required, we will arrange for a repairs contractor to attend.

From 30 June we will have new repairs contractors operating across all of our properties, find out more here.


If you are a council tenant, CityWest Homes is responsible for some of the repairs in your home.

Tenants also have a responsibility for certain repairs.

Frequently requested repairs that fall within tenants’ responsibility include:

  • Changing light bulbs or fluorescent tubes and starters
  • Fixing cupboard catches, hinges, knobs and handles
  • Fittings, fixtures and locks to internal doors
  • Top locks (Yale)
  • Door bells, unless they are part of a communal door entry system
  • Toilet seat
  • Shower head / hose

A comprehensive list of repair types and whether the tenant or CityWest Homes is responsible is shown in the Tenant handbook.

Repairs in communal areas or to communal services are the responsibility of CityWest Homes.


Leaseholders can also use the repairs call centre to report a repair requirement for structural items or communal areas/utilities. All in-flat repairs not associated with communal services are normally the responsibility of the leaseholder.

Full details of the division of repair responsibilities between leaseholders and CityWest homes are shown in the Leaseholder handbook.

Emergency repairs out-of-hours

We operate an emergency repairs service to support our residents and ensure their safety when our repairs call centre is closed. This service is available to both tenants and leaseholders.

You can contact our out-of-hours service for repair emergencies on 020 7286 7412.

The lines are manned between 5pm and 8.30am on weekdays and twenty-four hours a day at weekends and all public holidays.

Please note, this service is for repair emergencies only where there is a serious risk to persons and property. If you have a non-urgent repair to request, please contact the repairs call centre on 0800 358 3783 between 8.30am and 5pm, Monday to Friday.

Examples of emergencies that would justify an out-of-hours call out would be:

  • Severe water leaks that cannot be collected in a bucket/other container or stemmed with a cloth/towel
  • Total loss of water supply
  • Water entering electrical systems
  • Blocked soil pipes/stacks
  • No electricity to the property
  • Intermittent electricity supply, sparks, bare wires
  • Making safe dangerous structures
  • Securing the property

Please note, unless there are young children, elderly or infirm persons present in the property, the loss of heating and/or hot water would not normally be considered as an emergency. You may be asked to wait until we can make provision to undertake the repair in daytime hours.

Gas Leaks

Gas leaks should be reported to the National Grid. This must be done immediately you suspect there may be a gas-related problem. Call Freephone 0800 111 999

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