Tenant services
Everything you need while renting with us: repair timescales, emergency contacts and useful numbers.
In an emergency, call 999. If you smell gas, call the National Gas Emergency line free on 0800 111 999.
Repair response times
Repairs are prioritised by urgency, and each priority has a target time for completion from the moment you report it. Report repairs on 020 8882 5500, any day of the year.
Priority A Completed within 24 hours
Urgent problems affecting safety, security or essential services.
- No heating
- No lights or no power
- Dangerous electrical faults, such as exposed wiring or overheating sockets
- Flooding, burst pipes, defective tanks or serious leaks
- No mains cold water supply
- Blocked drains, toilets or sanitation
- Gas leaks, which should also be reported on 0800 111 999
- Damaged doors or defective locks affecting security
- Dangerous structures, such as floors, ceilings or walls
- Failure of lighting in communal areas
- Smoke or safety alarms not working
- Temporary heating for vulnerable tenants
- Missing or badly damaged manhole covers
- Removal of racist or otherwise offensive graffiti
Priority B Completed within 5 working days
Faults that disrupt daily life but do not pose an immediate risk.
- Restoring heating or hot water, with temporary heaters supplied as needed
- Broken oven, hob or fridge freezer
- Minor leaks in water pipes
- Leaks or damp patches
- Temporary repairs to flat or pitched roofs where water is getting in
- No cold water supply to a bath or basin
- Restoring flush, and repairing leaking toilet joints and pipes
- Repairing or renewing ball valves, overflows and water hammer
- Defective bathroom or kitchen ventilation fans
- Defective entry-phone systems
- Broken glazing
- Infestations
- Blocked waste pipes, downpipes or guttering
- Damaged fencing
- Replacement furnishings
- Replacing broken toilet pans or wash basins (rechargeable items)
Priority C Completed within 10 working days
Routine repairs and replacements, grouped by the kind of work involved.
- Taps, stop valves, cisterns and waste fittings
- Replacing baths, toilet pans or wash basins
- Kitchen units, sink units and taps
- Wall and floor tiling, and splashbacks
- Windows, frames, sills and fittings
- External doors, garage doors and internal fire doors
- Plaster repairs to ceilings and walls
- Gutters, rainwater pipes, fascias, soffits and barge boards
- Brickwork, rendering, paving and boundary walls
- Fencing and gate repairs
- Staircase and flooring repairs
- Condensation treatment and airbricks
- Chimney pots and cowls
- Redecoration following repair works
Useful numbers
The numbers worth saving while you rent with us. For anything else, call the office and we'll point you in the right direction.
Emergencies
- Police, fire or ambulance
- 999
- Gas emergencies (National Gas)
- 0800 111 999
- Power cuts
- 105
Police, non-emergency
- Any London borough
- 101
- Online reporting
- met.police.uk
Water
- Thames Water, 24 hours
- 0800 316 9800
Repairs and everything else
- Euro Stars, every day
- 020 8882 5500
- Email us
- enquiries@eurostars.co.uk
Need a hand with your tenancy?
Call the office or send us a message and we'll get things moving.