Report A Repair / Damp & Mould

You can raise a repair or report damp and mould at any time via My English Rural, your online resident account where you can check your account, report a repair and feedback on how we’re doing – all at your own leisure.

Let us know what needs fixing and provide as much detail as possible and we’ll handle it from there.

Any personal information we obtain will be processed in accordance with the relevant privacy notice

Other ways to report a repair, damp or mould

Please call: 0800 121 4422 or 020 7820 7930

Your Rights, Our Responsibility

In line with new legal protections – known as Awaab’s Law – if you report a hazard such as damp, mould, or any emergency risk, landlords must act within strict timeframes. Emergency hazards must be made safe within 24 hours, and significant damp or mould problems must be investigated within 10 working days. You must receive a written summary of the investigation within 3 working days, and repairs to make your home safe should start within 5 working days. If your home cannot be made safe quickly, landlords must offer suitable temporary accommodation. Importantly, residents cannot be treated unfairly for reporting problems, and you have the right to complain if landlords do not meet these duties.

For a comprehensive guide with step-by-step instructions on how to effectively manage damp, mould and condensation, please download our Guide to Damp, Mould, and Condensation.

Repairs on shared ownership homes

Shared owners are responsible for their own repairs unless they are living in a new home less than 12 months old, they can report repairs (defects) during this time.  After 12 months, we’re still happy to offer shared owners advice on repairs and maintenance if they contact us.

Download our useful documents and advice:

• Resident Handbook
• How To Deal With Rat or Mice Infestation (pdf)
• Damp and Mould leaflet (pdf)