Repairs and Maintenance
We are responsible for most of the repairs to your home. For a full list of what repairs we are responsible for and what repairs you are responsible for, please visit our Who's Responsible page.
All repair queries go through our dedicated Service Centre.
Report an emergency repair
If you have an emergency or urgent repair, please call us on 020 7613 8080 or freephone 0800 072 4611. Emergency repairs include:
- Total loss of water or electricity.
- Major plumbing leaks.
- Dangerous structural damage, such as ceiling collapse.
Report a non-urgent repair
If you have a non-urgent repair you can call us on the numbers above or email repairs@newlon.org.uk. You can also text us on 07748 963 402. You can also use our brand new online diagnostic tool which enables you to upload images of the repair needed:
Report your repair online anytime, day or night!
You can now report a non-urgent repair by using our brand new online repair reporting service. By using our new online repair service you can identify the repair you need with the aid of easy to follow pictures and guidelines. Once you have chosen the repair you need, you can upload pictures to your form, which gets sent to us. We will then contact you within 3 working days to arrange an appointment.
Please remember to call us on the numbers listed above if your repair is urgent.
What we will do when you contact us:
One of our customer service advisors will be available to take your call anytime from 8:00 am to 6:00 pm Monday to Friday. They will discuss the problem, assess the level of urgency, and let you know when a repair can be done. We will give you either a morning or afternoon appointment. If your repair is either in the category of urgent (to be in 7 days) or routine (to be in 28 days) and you give us your mobile number, we will also send you a text to confirm the appointment and a further reminder the day before the appointment is due.
For full details of our timescales, our responsibilities and what we will do, please read our leaflet below.
Who do I call when the office is closed?
If you need emergency repairs outside office hours please ring the Service Centre on the numbers listed above and our answerphone will provide the number for our emergency repairs service.
Stock and cyclical repairs
To find out about our rolling programme of external works to your home visit our page on Stock and Cyclical Works.
Related leaflet:
Repairs (pdf)
For all other enquiries see our Contact us page.
