Home ownership repairs service

If you are a leaseholder who lives in a flat owned and managed by Notting Hill Housing we will provide you with access to a repairs service to maintain the communal areas of your building or estate. This service is not available to leaseholders living in properties that are not owned by us.

Reporting a repair

Monday to Friday from 9am to 5pm you can report communal repairs by calling your Property Management Officer.

If you need to report an emergency repair outside of these hours, call our out of hours service on 0844 567 1074.

Repairs priorities

If we are responsible for carrying out the repair, we will assign it a priority level depending on the nature of the repair.

Each priority level has a timeframe for completing the repair:

• emergency repairs: Within 24 hours (e.g. burst pipes in communal areas and repairs which affect health and safety)
• urgent repairs: Within 7 days (outside lighting, vehicle entry gates or outside taps that are leaking)
• routine repairs: Within 28 days (faulty intercom systems, repairs to walls, pathways or driveways).

Our ability to complete the repair within the relevant timeframe depends on contractor availability, the extent of the repair and if any specialist advice, equipment or parts are needed to undertake the repair.

Repairs service performance

We closely monitor our repairs service performance and report results to our senior management team for review. These results are included in our annual performance report. We also monitor the performance of our contractors.

If you are not satisfied with the repairs service we have provided you can make a complaint.

Defects in new build properties

If you have bought a new-build property there will generally be a 12 month defects liability period during which the builder will be responsible for some of the faults within your property.

If you are unsure when the defects liability period on your new-build property ends or would like to report a defect, contact our After Sales Team on 020 8357 4444 or aftersales@nhhg.org.uk.

Repairs in non NHHO properties

If you live in a building which is not owned or managed by NHHO and need to report a repair to the communal parts of your building or estate, you need to contact the freeholder or their managing agent.

If you don't know how to contact your freeholder or managing agent, your Property Management Officer can give you the contact details or forward your request.

More information

If you would like more information about any of this, please speak to your Property Management Officer. If you do not know who your Property Management Officer is, or do not have their contact details, you can find out instantly by typing your postcode into the simple form on the Property Management Officer finder page.