Council housing repairs
Reporting a repair
Report all repairs that we are responsible for to the Lambeth Service Centre on 020 7926 6000. A 24 hour emergency repairs line is also available on 020 7926 6666. Before contacting us you should be aware of the repairs that you are responsible for.
You can write to us, phone us, visit the office or use our rents and repairs online service.
We will give you a repairs receipt which shows the date you reported the repair and the 'priority code' we give it.
We are also able to offer you an appointment for the repair which will be on a specific date, Monday to Friday either morning or afternoon. We may also be able to offer you an appointment for a Saturday morning if specifically requested.
When we have ordered a non-emergency repair to your home we will send you a letter confirming the appointment time and other arrangements.
You should let us know if you are disabled or elderly (we treat people with AIDS or who are HIV positive as disabled). We will inform the repairs contractor (this information is treated in strict confidence).
Identifying our workers
All our workers and contractors carry identification cards which show their photograph. You can ask to see the card at any time.
If someone who says that they work for us calls on you without an appointment, never let them in without seeing their card.
If you are suspicious
Do not let them into your home. Get in touch with your housing officer. All our repair contractors must follow our code of conduct. You have the right to insist that any contractor who works for us follows this code when they visit your home.
Our contractors working day
Our contractors work Monday to Friday 8am to 5pm (except bank holidays). The first day of the repair response times for priorities 2, 3, 4 and 5 is the first working day after you report the repair.
If you are out when the contractors call
If our contractors call to do a repair when you are out, they will leave a card. Contact the contractor whose details will be on the card to reschedule the appointment.
We will cancel the job if you are out on the rearranged date. If you need to change an appointment, you must give at least three days notice by contacting the Lambeth Service Centre on 020 7926 6000.
Repair satisfaction
To ensure we are proving the best possible service to you, we will either telephone you or send you a repairs satisfaction card after the repair is completed.
The feedback you provide will be used to monitor the quality of our service and ensure that we continuously improve the service we provide you.
Reporting poor quality work
We want to make sure that you get value for money from your repairs service. If you are not satisfied with a repair, then you should contact your housing officer who will arrange for a qualified member of staff to inspect the repair.
If they feel it has not been done properly, they can order the contractor to do the repair again.
We are committed to providing you with a quick and reliable repair service.