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Dealing with an Emergency Repair

For emergencies outside of our office hours, you may contact our emergency hotline here:
If you are dealing with any of the issues below, please get in touch with us via our emergency number:
  • Front door locks and access problems
  • No lights or power
  • Unsafe electrics
  • Burst pipes
  • Blocked drains or toilets
  • Flooding
  • Structural problems
Please be aware that you will charged you for the visit if your repair isn’t an emergency.

Dealing with Gas Leaks

Gas leaks are considered emergency issues and need to be addressed immediately. If you smell gas or suspect any gas leaks or carbon monoxide, increase the ventilation by opening all windows and doors and extinguishing any naked flames like cigarettes and candles. Call the National Gas Emergency Services free on 0800 111 999 and then please inform us by calling our number at 0208 220 4610

Reporting a Repair

As your landlord, we will take care of repairs and maintenance of your home, including the structure, services, fittings, and shared areas if you are a secure/assured tenant.
As a responsible tenant, you are expected to look after the day-to-day maintenance and repairs to your home.

How to Report a Repair

To report a repair, get in touch with our Service Centre here or call us at

We will ask for your name, address, and phone number so we can schedule a visit to your home to check what needs to be done.
Report Repair
Report Repair

We, the landlord are responsible for:

  • Repairing the structure of your home
  • Maintaining the services and fittings inside your home – including the plumbing, heating, electricity and gas
  • Maintaining any areas outside your home – including shared areas, but excluding your garden unless it is communal.

You, the tenant are responsible for:

  • Looking after your home and decorating it
  • Maintaining your garden if you have one, unless it is communal
  • Repairing things that get neglected, broken or lost (if Theori Housing Services’ assistance is required with repairing or replacing things that are broken or lost, the works will be rechargeable)
  • Carrying out simple repairs such as replacing plugs, chains and toilet seats.