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Mount Green

Report a repair

We are committed to providing great services and want to work with you to provide homes and estates that we are all proud of.

There are some things in your home which are our responsibility to look after. On this page you can learn more about our responsibilities as your landlord, and how to report a repair to us.

Repair responsibilities

Non-emergency repairs

You can report a non-emergency repair by calling our Customer Service Centre directly on 01372 379555 between 8am-8pm Monday – Friday and 9am – 1pm Saturdays.

Alternatively you can report a non-emergency repair using the contact form below:

Emergency repairs

To report an emergency or urgent repair, please contact us via phone on 01372 379555 so that we can pick up the request as quickly as possible.

Outside of our opening hours, urgent repairs that could significantly impact you or your home can be reported using the same number (01372 379555).

An emergency repair might include:

  • Total loss of water supply (other than by the water supplier)
  • Total loss of electricity (other than a power cut)
  • Total loss of heating or hot water (vulnerable resident)
  • Serious water leak inside your home that you cannot contain
  • Blocked toilet (where there is only one in your home)
  • Blocked or leaking foul drains
  • Fire damage or flooding to your home
  • Broken external door or windows where there is a threat to security
  • Serious structural damage e.g. loose or falling brickwork, tiles, etc.
  • Lifts / door entry systems in sheltered schemes

How we’re responding to law

In October 2025, phase one of a new law came into force called the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025, often referred to as Awaab’s Law. The law was introduced after the tragic death of Awaab Ishak who sadly died after being exposed to damp and mould.

This means we must investigate and make safe within 24 hours:

  • All emergency hazards
  • Significant damp and mould hazards

We’re already committed to fixing emergency hazards as quickly as possible, and Awaab’s Law aims to improve how we do this.

Frequently asked questions
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