Report a repair - City of London estates
Note for leaseholders: Please refer to your lease agreement for repair responsibilities.
Phone
0800 035 0003 - 24 hours, seven days a week.
All faults can be reported between 8am - 5pm.
Out of hours emergency repairs only can be reported between 5pm - 8am.
For all emergency repairs, please call the Property Services team using the number above.
For gas repair, please press option two and you will be passed onto TSG Building Services.
For non-emergency repairs only: please email the Property Services team.
Write or visit
Property Services - Barbican Estate Office,
3 Lauderdale Place,
London, EC2Y 8EN
As your landlord the City of London is responsible for effectively maintaining communal areas and inside your home (our fittings). Tenants are responsible for their own fittings or improvements that have been made within their home. The City of London is not responsible for repairing or replacing any item that has been damaged on purpose or neglected. If we carry out works which we are not obliged to do, the cost of such work will be recharged to the tenant and is called a rechargeable repair.
Service standards
Priority X: Out-of-hours emergency - completed within 24 hours
Priority 1: In-hours emergency - completed within 24 hours
For all emergency repairs we aim to arrive within four hours and make safe or complete temporary repairs within 24 hours. If any follow up repairs are required after an emergency contractor visit, a new work order will be issued the following working day.
When there is an immediate risk to the resident, the building, or to both. This could include:
- An uncontainable water leak
- A blockage where raw sewage is overflowing into a home
- Dangerous structures which could collapse
- A front door or window that needs to be made safe after a break-in
- Electrical faults where there is danger of fire or injury
- Blocked toilet pans
- No electricity supply
- No mains water supply
- A toilet which cannot be used (if there is only one toilet in the property)
- No hot water
- A heating system that has broken down in winter, or if there is an elderly or disabled person or baby in the house
- A severe leak through the roof
- Treatment of severe, extensive mould growth or where the resident is at higher risk due to their age/medical conditions
Completed within 20 working days
This is for repairs that do not fall into priority X or 1 and could include:
- Repairing minor water leaks
- Repairing a toilet that is not flushing (if there is more than one toilet in the property)
- Unblocking a kitchen sink, bath, or hand basin
- Repairing garage doors and locks
- Repairing a faulty cooker panel, if cooking by electric
- Repairing a heating system (outside winter months)
- Replacing washers
- Replacing glass that has been made safe
- Replacing toilet seats (for elderly or disabled tenants)
- Repairing individual faulty door entry system or monitor
- Replacing baths, wash basins, kitchen sinks, toilet pans and cisterns
- Plastering and decorating
- Replacing wall and floor tiles
- Repairs to inside doors, locks and handles
- Repairing fences and gates
- Treatment of moderate or minor mould growth - isolated mould patched or spotting around windows or mastic seals
The lift maintenance and repair services are undertaken by a specialist contractor who responds to lift trappings and lift failures.
If you become trapped in a lift, for assistance press and hold the alarm button.
If you need to report a lift is not working (but you are not trapped inside) please report this to Property Services by phone 0800 035 0003 and press option 3. We provide an around-the-clock emergency lift breakdpwn service that operates every day of the year, and aims to attend within four hours.
Contractor appointments
Our repairs and maintenance contractor Chigwell offer two daily appointment slots:
- Morning appointments: Monday to Friday, 8am-1pm
- Afternoon appointments: Monday to Friday, 1-5pm
When a repair is report and it is included in the repairs service offer, we will raise an order to Chigwell. If the repair issue is complex, we may instruct a Property Services Officer to inspect the issue first.
For all non-emergency repairs inside the home, Chigwell will contact residents within two working days of the order to arrange an appointment. Chigwell will provide residents with an appointment confirmation and ensure that a skilled operative and appropriate amount of time is allocated to the initial appointment.
If you need to reschedule or cancel an appointment, please contact Chigwell directly at least 24 hours in advance of the scheduled appointment time.
Quality checks on completed repairs
The City of London Corporation and Chigwell will undertake quality inspections on a selection of completed repairs. This will ensure that the repair has been completed, and to a suitable standard. If a repair inside your home is selected for an inspection, you will be contacted to arrange a suitable appointment date and time. For smaller value or simple repairs, we may undertake a telephone quality inspection with you instead to confirm you are happy with the completed repair.
Gas safety for tenanted properties
The City of London, as your landlord, is required to check and service all gas appliances and associated pipe work that are used in all our tenanted properties, and it must be completed at a frequency of once every calendar year. Appliances such as boilers, cookers and gas fires which are in the City of London's ownership will be serviced annually and given a recognised and approved gas safety certificate for the forthcoming year.
The City of London has a gas servicing partnership contract with TSG Building Services, who is a registered company on the Gas Safety Register and are contracted to carry out the gas safety checks and to issue a gas safety certificate to tenants of the City of London. Therefore TSG will be expected to enter each tenanted property on our behalf to check the gas appliances. This is why our tenants' valued co-operation will be required to allow our partnering contractor into your property at least once a year. You will be notified well in advance before any service is due by our contractor.
Major works - health and safety documentation
Where we carry out construction / building works that are notifiable to the Health and Safety Executive (HSE), we are required to produce a "Health and Safety" file detailing information necessary for future construction, maintenance, refurbishment or demolition to be carried out safely.
These files can be viewed by contacting Property Services by phone on 0800 035 0003 or email the Property Services team.