repairs + maintenance

reporting communal repairs

If you see a communal repair issue on the estate, report it to the City of London directly and keep a record of what you reported and when.

Emergency repairs should always be reported by telephone 0800 035 0003.
Non-emergency repairs can be reported by telephone 0800 035 0003 or by email propertyservices@cityoflondon.gov.uk

Reference numbers are not routinely provided, so ask for one and if you do not receive an acknowledgement within 24 hours send a follow up email.

If you are reporting a communal security failure, such as a broken entrance door, unsecured basement, faulty lock, then:

describe it explicitly as a Priority 1 Emergency repair in line with the City’s own Internal Action Plan (This matters: the City has committed in writing to treating all communal door failures as Priority 1, without exception)
Copy in the Estate Office at goldenlane@cityoflondon.gov.uk for their awareness

During Estate Office opening times opening hours residents are able to use the phone in the interview room to call Property Services.

If you have reported a communal repair issue to the City and it has not been acknowledged or resolved, please also log it with GLERA using our reporting form. This helps us track which issues are being missed, identify patterns across the estate, and build the evidence we need to hold the City to account. The tracker shows the ongoing list of the most significant issues reported by residents and current status of resolution.

COMMUNAL REPAIRS FAILINGS FORM COMMUNAL REPAIRS FAILINGS TRACKER

internal home repairs for tenants

Report in the same way. PLEASE NOTE: Repairs are not managed from the Estate Office, so it is best to contact Property Services direct. During Estate Office opening times residents are able to use the phone in the interview room.

repairs priorities + timescales

Taken from @Home newlsetter April 2026:

Repairs priorities and timescales have been changed from the previous P0 for emergencies to P4 for non-urgent repairs to the following:

Priority X | out-of-hours emergency: complete within 24 hours

Priority 1 | in-hours emergency: complete within 24 hours

Priority 2 | non-emergency: complete within 20 working days

For all emergency repairs, the aim is 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 call out, a new work order will be issued the following working day.