Here you will find answers to our most commonly asked questions. Before you contact us to report a repair or make a query, it may be quicker to check for the answer below:
Tenants If you have a pre-pay meter, check it has credit. If it recently ran out of credit and you have topped up, follow the instructions on your gas meter to restore your gas supply. Check your heating thermostat is on. Check your heating is not set on a timer.
Leaseholders Contact a registered heating engineer.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenants Check the heating controls inside your property are on, including the switch for your immersion tank’s hot water. You may wish to check if a neighbour has the same problem to see if it is a communal or individual fault.
Leaseholders Check the heating controls inside your property are on, including the switch for your immersion tank’s hot water. You may wish to check if a neighbour has the same problem to see if it is a communal or individual fault.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Electric storage heaters store energy that they receive during particular hours of the day: 11 PM to 7 AM and midday to 3 PM. They emit a finite amount of energy as heat over the course of the day.
There may be times outside of these hours where storage heaters will be giving out less heat. For example, by 9 PM a storage heater may have emitted its stored energy and be cooling down before being recharged again from 11 PM. This does not mean the heater is not working and should not be reported as a repair. The intensity of the heat emitted can be altered using the thermostat on the heater. Increasing the heat will cause the heater to emit heat faster and it may cool down earlier.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Login or register for MyHome. MyHome allows you to see the current status of your repair, change appointments and request further information.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenants It is our job to maintain your home and the structure of buildings but there are some things that are your responsibility. Please read our checklist of tenant's responsibilities before reporting your repair. These include problems such as:
- Repair or replacement of sanitary-ware and plugs etc.
- Replacing light bulbs, fluorescent starters and resetting trip switches.
- Repair or replacement of kitchen cabinet doors, handles and hinges.
- Repair/replacement of glazing (without a police CAD reference), internal doors, handles and latches, including stopping inside doors from sticking or scraping and fitting or replacing draught excluders.
For our full Repairs Policy click here.
Leaseholders We will undertake repairs to leaseholders’ properties where there is a contractual or other legal obligation that we have and these usually include the structure and common parts of the building and the supply of services to each flat.
Please tell us about any leak you are unable to contain, or faults with your intercom or communal TV service.
For our more information click here or read our full Repairs Policy
To report a problem or repair, please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015
Emergency repairs should be reported to us by telephone. This includes a total loss of heating in winter, hot water at any time of the year, a leak you are unable to contain or a total loss of electrics. Communal emergency repairs include lift faults, a severely blocked bin chute or drain, total loss of block or estate lighting and offensive graffiti.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Non-emergency repairs should be reported on MyHome (formerly MyTHH). This type of repair includes: faulty window frames, faulty intercom or communal TV signal, leaks from another area you are unable to resolve. Please read our Repairs Policy for more information.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
A stopcock is a valve that stops the water supply into your property and can be used to turn the water supply off when you have an internal leak. A stopcock is usually found underneath the kitchen sink and hand basins, and below or to the side of toilets. Be sure to label it for future use if it is not labelled already.
In the case of loss of water supply, it is advisable to check with a neighbour to see if it may be a communal issue. Leave taps in the ‘off’ position even when water is not coming out. The water supply can be reconnected at any time - taps left 'open' when the water returns can cause flooding and water damage.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Login or register for MyHome. MyHome allows you to report a communal repair or check the current status if it has already been reported.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenant Our contractor will contact you before your annual gas safety check is due. If you have missed an appointment, please call to rebook on 020 7364 5015.
Leaseholder You are responsible for arranging this annually with a registered engineer.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenants You are responsible for trying to resolve a blocked sink, but please do not use any chemicals as it can make the situation worse. When using a plunger, be sure to cover the overflow. The overflow is the small hole which sits within the sink or washbashin itself, often next the plug chain.
Leaseholders You are responsible for trying to resolve a blocked sink or should arrange a private plumber.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenant You are responsible for trying to resolve a blocked toilet, but please do not use any chemicals as it can make the situation worse. If you do use a plunger, take care not to use your full weight when plunging - this can damage the toilet more.
Leaseholder You are responsible for trying to resolve a blocked toilet or should arrange a private plumber.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenants Whilst awaiting repair, toilets can be manually flushed by emptying a bucket of water into the pan.
Leaseholders Please contact a qualified plumber if you are unable to resolve this yourself.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Please read our Condensation and Mould section on how you can help prevent this affecting your property.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Check your TV’s connections including any devices attached. Ensure the TV aerial is securely attached to your TV and where it enters the property at the wall outlet. Retune your TV and reset any attached devices. You may wish to check if a neighbour has the same problem to see if it is a communal or individual fault.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Our communal aerials are not currently compatible with this particular service. No timeline has yet been set for any upgrade works to the communal dishes.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenants Please report any leaks you are unable to deal with as soon as you can. This helps prevent damage to your home or any other property. In the case of a dripping pipe, check condensation is not causing water droplets to appear on the exterior of the pipe - this often happens with highly used cold water pipes. Place a bucket under the area and wipe the pipework with a cloth to clear water droplets. If the drip does not return, or water droplets form on the length of the pipe instead of at one point, it is likely to be condensation and does not need to be reported.
Leaseholders If you have a leak coming into your property from another, report it to us. We can visit the source property and ensure any remedial works are carried out.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Tenants Report any repairs which are our responsibility at MyHome. You are responsible for painting internal walls or ceilings, or replacing damaged flooring or tiles if you installed them yourself.
Leaseholders You are responsible for arranging any internal repairs. In the event of internal damage, contact your insurance provider in the first instance. Please also read our pages on Building Insurance.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Close curtains when appropriate to keep the heat inside your property. Draught excluders and seals can be bought to cover small holes and seal gaps around windows or doors. However, ensure there is enough air circulating within your property to avoid condensation or mould forming. External doors (tenants only) and windows which do not fit their frame can be reported as a repair.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
Please not do anything which encourages insects, pests or vermin in either your home or communal areas – this includes bulk storage of foodstuffs, leaving scraps of food out or feeding pigeons. Please report any infestation of your home or communal area as soon as you become aware of it as this helps prevent it spreading. Pest Control is a service managed by Tower Hamlets Council. You can report pests and book appointments here.
Tenants Painting and internal decorations are usually the tenant’s responsibility. We offer a Home Decoration Scheme for tenants who are registered disabled or over 71 years. This allows two rooms to be painted. Eligible tenants can contact us for further information.
Leaseholders You are responsible for arranging all internal decorating.
Many blocks have controlled door entry systems for the safety and security of residents. If you lose your key fob, we will replace it, but we charge a fee of £10 each. We do not charge a fee to replace faulty fobs. See fobs and keys for more information.
Tenants You are responsible for replacing lost keys and keeping any spare copies. Please arrange for a qualified locksmith to attend. We will attend if keys were stolen or damage to the door was caused by a criminal act, but please first report this to your local police station for a crime reference (CAD).
Leaseholders You are responsible for replacing lost keys and keeping any spare copies. Please arrange for a qualified locksmith to attend.
To report a problem or repair please login to MyHome. MyHome allows tenants and leaseholders to access their own online account and manage a range of services at any time of the day or night. Emergencies can be reported to our Housing Service Centre on 020 7364 5015.
There is a charge of £70 to replace lost Gerda keys. See this page for more information.
Please call us on 020 7364 5015 where our Advisors will be happy to help.
Please first read our parking information.
Please first read our TMO information.