Report a Repair or Defect

This page gives information on the different ways to report a repair or defect, what happens when you make a report, and how you can expect us to deal with it.

View your repairs history online

MySite is an service that gives you access to view repairs history, repair status and even your rent account information.

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About our repairs service

The Repairs Handbook for Residents provides you with lots of useful information about the repairs service, reporting your repairs and some handy diagrams and hints to help you diagnose your repair. Read the Repairs Handbook for Residents (PDF).

Our repairs categories

If your repair is an emergency and you or the property could be in danger we’ll arrange a contractor within 24 hours (as quickly as possible).
Find out more about emergency repairs.

If your repair is urgent, we aim to complete your repair in 5 calendar days. This is things like a blocked toilet or no hot water.
Find out more about urgent repairs.

If your repair doesn’t present a danger to you or the home, we’ll complete this within 21 working days. This is things like plastering repairs and some communal repairs.
Find out more about routine repairs.

Our repairs contractors

Our repairs service is provided in partnership with four main contractors:

Axis for general repairs
K&T for gas repairs and servicing
Pinnacle for cleaning
Connaught for grounds maintenance

Our contractors all wear uniforms and carry photographic ID. There is also a code of conduct, which you can read in the Repairs Factsheet (PDF).

Your appointment

When you report a repair we will offer you a number of different appointment times. The majority of our repairs are carried out from Monday to Friday within 2-hour appointment times:

8.00am to 10.00am
10.00am to 12.00pm
1.00pm to 3.00pm
3.00pm to 5.00pm

If your repair is likely to take longer than 2 hours, then our contractor’s customer service team will let you know. We also offer a limited number of early evening (after 5pm) and appointments. We’ll also give you a job ticket number for your reference.

There are a number of ways you can report a repair or defect.

You can phone our Customer Contact Centre

0845 600 0830

8.30am – 8.30pm Monday to Friday
8.30am – 12.30pm Saturday

You can also use this number for emergencies, 24 hours a day, 7 days a week and you will be transferred to our emergency team. Please only use the number for emergencies outside of our opening hours.

If you have a hearing impairment you can use our minicom number: 020 8522 2006

You can send us an email
repairs@east-homes.co.uk
Please make sure you include as much information as you can about the repair you want to report as well as a phone number for us to call you.

You can visit our head office
You can speak to one of our front of house team during our opening hours:
8.30am – 6.00pm Monday to Friday

29-35 West Ham Lane
Stratford
London
E15 4PH

The office is about an 8 minute walk from Stratford Tube station. Leave the station and walk straight through the Stratford Mall.

You can complete the online form
To help us respond quickly to your repair or defect, please provide us as much information as possible.

(*) Required fields

I wish to report:

Title*
First Name*
Second Name*
Address*

Town
County
Postcode*
Home Telephone*
Work Telephone
Mobile
Email Address*

Details of your problem(s)

RIN No (if known)

Please specify times we cannot attend

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