reporting a repair

Find out more about repair response times, your right to repair, and our code of conduct when working in your home.

Report your repair online with GRO

The Graphical Repairs Ordering (GRO) system is picture based, so you simply click on an image of the item that needs to be fixed. To make it even more convenient, you can choose an appointment time to suit you.

Click here to use GRO

If you want to find out more about GRO, or if you are a first time user and would like some help please look at our GRO page.

GRO is now available for leaseholders.

New - passported repairs

Homes for Haringey were the first organisation in Britain to offer council tenants aged 60 or over or those with a disability an exclusive free online repairs service. Extra services and support are now available to eligible tenants using GRO. The system recognises eligible tenants automatically and 'passports' them for extra services. Find out more about passported repairs here.

If your repair is an emergency, don't use GRO. Please contact us on the emergency telephone numbers.

Click here to use GRO

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Phone our call centre

In April 2008 we launched a new call centre to deal with repairs. We hope you’ll find an excellent service next time you call. Specialist repairs staff are on hand at the call centre to help diagnose your fault correctly first time.

As well as a new call centre, we have new opening times: it’s now open 8am to 8pm Monday to Friday and 8am to 1pm on Saturday so that you can contact us when it is most convenient for you.

You can still call the freephone number to report a repair but you can now also call our standard landline number – 020 8489 5611.

We’ve introduced this number because we know that it’s not free to call the 0800 number from your mobile phone.

Opening times: 8am to 8pm, Monday to Friday and 8am – 1pm on Saturday

Call: 0800 195 3404 or 020 8489 5611.

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A text so you don't forget

Missed repairs appointments are set to become a thing of the past.

It costs about £20 every time one of our tradespeople turns up to do a repair and the tenant isn’t at home. This quickly adds up: just one forgetful tenant every week costs us over £1,000 a year.

We’re now offering to remind you of your repairs appointment by sending a text message to your mobile or home phone number. If you choose to use this free service we’ll send you confirmation of your appointment when you book your repair and again the day before our tradesperson will call. We’ll also text you if we have to rearrange the appointment.

In the future, we’ll be able to send you a message when the tradesperson is on their way to your home.

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Emergency repairs

An emergency repair is one that:

  • removes immediate danger to people
  • avoids major damage to the property.

We will carry out an emergency repair within 24 hours, but we will make safe within two hours things like dangerous electrical faults, burst pipes or broken down lifts.

To report an emergency repair please call us:

During opening hours (8am to 8pm, Monday to Friday and 8am - 1pm Saturday):

Freephone: 0800 195 3404

Phone: 020 8489 5611

Outside office hours:

Phone: 020 8348 3148

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Communal repairs

We are responsible for repairing communal areas to blocks of flats and conversions including:

  • stairs
  • door entry systems
  • communal lighting
  • landings
  • communal windows
  • courtyards
  • sheds.

If you are a tenant living in a block of flats, please report anything that needs repairing to us as soon as possible.

If it is an emergency repair (see the list above), please call the emergency line numbers above. If it is not an emergency repair you can report the repair using GRO or contact the call centre.

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Lighting

  • For communal lighting problems please contact the call centre or use GRO
  • For estate lighting (lampposts and lighting fixed to the outside of buildings and blocks of flats) please call 0500 236 458.
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Monitor our repairs service

You can help improve our services by keeping a repairs diary and monitoring our repairs service. If you do you will be eligible for a monthly £100 prize draw.

We have introduced a new way for residents to tell us how well we are delivering your repairs service. We want to provide you with a service without anything going wrong. Although we collect our own information on how we are delivering our services, your input here may help explain why certain issues come up. If we can identify where we need to improve, we can plan to make it right for the next time. Download the Repairs Diary and tell us about your repairs experience, from the moment you book a repair to when the job is complete.

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Previously reported repairs

If you need to find out what is happening about a repair you have already ordered, please contact the call centre on 0800 195 3404 or 020 8489 5611.If you used GRO to report your repair you can follow the progress online.

You can find detailed information about repairs in the repairs handbook.

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Page Last Updated: 4th August 2008

This page belongs to the following categories :
- Housing
- Housing > Housing improvement and repairs
- Housing > Housing improvement and repairs > Council housing repairs