Repairs and Maintenance
How to book a repair
My Account : You can book non-urgent repairs 24 hours a day, 7 days a week through our online portal .
If you have an emergency repair please call us on 0800 3581 401 or 01768 861434.
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.
Call us : You can call us 24 hours a day on the Repairs Hotline number: 0800 358 1401 or 01768 861434
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.
Emergency hazards and repairs
Emergency repairs are things the that my cause a danger to you or other people, or where you home may be damaged if immediate actions isn’t taken. These include:
- 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
- Serious issues with damp or mould impacting on health
We will investigate and and carryout any urgent safety works within 24 hours.
Please note; when calling out of hours the lines may become busy, please continue to hold, we will answer your call.
Significant Hazards
Some repairs you report may be classed as a hazard if they could pose a significant risk of harm to you or others. We may need to ask you some questions about you and your households health to help us establish the level of risk. Significant Hazards could include;
- Significant damp and mould
- Uneven surfaces which may cause a trip hazard
- Loose tiles on a roof
- Unable to close windows above ground floor during winter months
- Infestation of some pests
- Electrical hazards such as a cracked socket
We’ll investigate significant hazards within 10 working days and carry out any urgent safety work within 5 working days.
From 30th November 2026, we will also provide you with a written summary of what we found within 3 working days of the investigation.
We’ll aim to start works on all other repairs within 20 working days. *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 and Mould
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.
When you report concerns about damp and mould in your home, we will ask you questions about you and your households health to helps us assess what action we need to take, such as;
- Arrange emergency works such as a mould treatment to help reduce any immediate risk
- Arrange a visit to your home to identify ways we can resolve the problem, including action needed to help prevent damp and mould re-occuring.
- Arrange non-urgent repairs, such as fixing leaking gutters or fixing extractor fans.
