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Report a communal repair

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Report a communal repair

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Responsibility for communal repairs

A communal repair is done to a shared area of a building or estate. This could be a repair to a:

  • stairway
  • door entry system
  • lift
  • external wall

It is our responsibility to do these repairs. It is your responsibility as a tenant or leaseholder to report issues and to keep corridors and shared areas clear for access by emergency services and repairs staff.

Report an emergency repair

An emergency is a risk to your safety such as:

  • a broken lift
  • smell of gas
  • estate lighting not working on a stairwell or corridor

Report an emergency repair 7 days a week on 020 7974 4444 option 3 then 1.

We will visit your building or estate within 24 hours. For a broken lift we attend within 3 hours. If we need to order parts for a repair, then a temporary fix will be done to make the issue safe. The full repair is then completed at a later date. 

If you report a repair as an emergency and it isn’t one, our repairs staff will not be able to complete the job. You will need to report it as a non-emergency repair.

Report a non-emergency repair

A non-emergency is when something in a communal area is broken, or not working properly. It is not a risk to your safety.

It must be reported online, by WhatsApp or SMS unless you are an enhanced tenant. 

It is important to give an exact location of the problem. This could be the:

  • floor or nearest flat number in the block
  • nearest entrance to the block including the road it opens on to

How to report a non-emergency repair  

All non-emergency repairs must be reported online by Live Chat, WhatsApp or SMS unless you are an enhanced tenant.  

If you contact us by Live Chat or WhatsApp, you can: 

  • send the message in a different language 
  • upload photographs and videos  
  • have a video call 
  • leave voice notes on WhatsApp  

This extra information makes it easier for us to send the right tradesperson to make the repair.  

Live Chat:

  • Report a repair or ask a question using the Live Chat button at the bottom of the screen
  • We aim to respond to you within 2 minutes
  • This service is available 9am to midday and 2pm to 5pm

WhatsApp or SMS:

  • Report a repair or ask a question by messaging 07360 277 909 in your preferred language
  • We aim to respond to you within 1 hour 
  • This service is available 8am to 6pm

What happens next 

Lift repairs

Once a broken lift has been logged, an engineer will arrive within 3 hours. They will try to get the lift working again during this visit. Sometimes this is not possible if parts need to be ordered 

If your lift is not working for three days or more, we will write to you and tell you when we expect to have it fixed by. If there are further delays, we will write to you again to let you know. If you are vulnerable or need support whilst the lift is not working, please contact your Neighbourhood Housing Officer.

The following lifts are being repaired. The estimated dates for their return to service have been provided by the lift contractor. 

  • Linfield, lift 01, 26 April 2024
  • 1-32 Lindale, Lift 02, 246April 2024
  • Rowley Way, Lift 01, 26 April 2024
  • 321-339 Holly Lodge Mansions, lift 01, 26 April 2024
  • 1-35 Heybridge, lift 01, 6 May 2024

We prioritise repairs that will cause serious discomfort or inconvenience to you or damage to your or your neighbours’ homes if they aren’t fixed.   

The majority of these repairs are carried out within 20 days. Sometimes a second visit will be booked if we need to order special parts. 

Problems which need fixing but are not causing serious discomfort or inconvenience may take longer. 

SMS Service Updates

We will soon be sending out service updates. This will begin with lift breakdown updates which will be sent to you by SMS. We aim to notify you when a lift breaks down on your estate, and keep you informed throughout. Look out for posters and letters when the service is live at your block.  

Cancel an appointment 

If you have reported an issue and it no longer needs repairing, you can contact us using Live Chat, WhatsApp or SMS.

Feedback and complaints 

Your views are important to us and we welcome your suggestions to improve our service.   

Repairs performance data

We publish monthly contact data to be open and transparent about our service. We use this information to make decisions and improve your experience across all of our channels. 

Find out more about housing repairs contact data