0300 303 7333

Repairs and maintenance


In case of an emergency, please dial 999. If you can smell gas, contact the national gas emegency service 24 hours a day on 0800 111 999.

To report a repair:

The best way to contact us about a repair is by phone or email (routine repairs only). If you have an issue and need to discuss your repair face to face, we can offer an appointment with a repairs team leader/manager at our West Ham Lane office.

  • Call 0300 303 7333 and press the repairs option from 8am-8pm Monday - Friday. You can report an emergency on this number 24 hours a day, 7 days a week.
  • Email responsive.repairs@east-thames.co.uk

Our repairs service

Our repairs and maintenance service is delivered by our partners Interserve and Aston Group.

Interserve is responsible for:

  • Estate services including cleaning, grounds and tree maintenance
  • Day to day repairs
  • Pest control
  • Asbestos management and abatement
  • Voids
  • Cyclical decorations
  • Playground maintenance and inspections
  • Aids and adaptations (building related such as level access showers)
  • Planned work including estate improvement works and decent homes and works to buildings that improve fire safety such as new fire doors. To find out more about this, read our planned maintenance booklet.

Aston Group is responsible for:

  • Gas servicing and repairs
  • Electrical testing and repairs
  • Lift maintenance
  • Fire safety equipment including fire alarms, automatic opening vents and firefighting equipment
  • Security including door phone entry and CCTV servicing and repairs and remedial works
  • Aids and adaptations equipment including through floor lifts, stair lifts and hoists
  • Any other statutory compliance works including water hygiene, lightning protection, fall arrest systems and powered gates
  • Planned works including boiler upgrades, rewires, new lifts and new fire alarm systems

Our repairs categories

As not all repairs are the same, we need to make sure we prioritise the most urgent repairs in order to ensure residents' safety. We have three repairs categories for reactive repairs - emergency, urgent and routine - and we have standards for how quickly we will complete each of these types of repairs.

Regardless of the category of the repair, we aim to complete the repair right first time.

  • We aim to respond to emergency repairs within 24 hours (as quickly as possible). An emergency is when there is a problem which puts a person or property in danger. If there is a fire or explosion, contact emergency services on 999 straight away
  • If your repair is urgent, we aim to complete your repair in five calendar days
  • If your repair doesn’t present a danger to you or the home, we’ll complete this within 21 working days. This includes things such as, plastering repairs and some communal repairs

To find out more about our repairs service you can read our booklet, Maintenance responsibilities for your East Thames home.