How to Report a Repair
Online Portal: https://myaccount.edenha.org.uk
For non emergency repairs you can log a repair via our online portal. Please note for emergencies you must call us on 0800 3581 401 or 01768 861434.
By e-mail: You can send us an e-mail to this address: [email protected]. To assist us in diagnosing your repair requests efficiently photographs can be attached to your email. Please send no more than three images of the repair you’re reporting. Your e-mail will be responded to within 24 working hours. Please note for emergencies you must call us on 0800 3581 401 or 01768 861434.
By phone: You can call us 24 hours a day on the Repairs Hotline number: 0800 358 1401 or 01768 861434.
Outside our normal office hours (9am-5pm), please report emergencies only on this number. At times the out of hours service may become busy, please continue to hold to log your emergency repair and you call will be answered as soon as a call handler is available.
In person: You can call into our head office at Blain House, Bridge Street, Penrith during normal office hours (9am-5pm). Alternatively, report to any of our Officers visiting your estate or area.
Repairs response times
Emergency repairs – respond within 24 hours
Examples of emergency repairs:
- Collapsed floors or ceilings
- Blocked WC (when only one in the property)
- Total loss of heating (winter months: October to March)
- Total loss of electric power (not caused by utility services)
- Renewal of lock when door cannot be secured
- Burst pipes or tanks (but not weeping/leaking pipes or dripping taps)
- Blocked drains where effluent is overflowing within the property
Routine Repairs
Routine – An appointment will be offered within 20 working days (or at a time to suit you)
*We aim to deliver repairs within the timescales stated above; occasionally this may not be possible due to circumstances such as severe weather or shortage of materials. We will always keep you updated on any expected delays.
Damp, Mould and Condensation
At Eden Housing Association, we’re committed to ensuring your home is free from damp and mould. If you’re concerned about damp, mould, or condensation in your home, please report it to us as soon as possible:
- Report via MyAccount
- Email [email protected]
- Call 01768 861400 (select 1)
Find out what to expect from EHA here: Damp and Mould
