We've combined our customer websites
You can now find all our customer information on this site. As we're still bringing services together following our merger, some content only applies to London & East or to South & West customers.
Please use our postcode checker if you're not sure which region you are in.
Enter your home's postcode, then select your address. (We won't store any information you enter here.)
Based on the address you selected:
We've identified you as a .
Please refer to information for this group of customers (where appropriate) when you're using this website.
Report a repair in London or the East of England
You can report a repairs in many ways. If you do need to report a repair, please:
- give us your name, address and contact details
- describe the repair you need in as much detail as possible
- give the dates and times when someone over the age of 18 will be at home to let our operatives or contractors in.
- let us know – or remind us – of any circumstances we should be aware of, when you call to report an emergency repair.
Please ensure you check who is responsible for the repair before contacting us. You can find out who is responsible for different types of repairs on our 'Who is responsible for the repair?' page on our website.
As an SNG customer, you are expected to take responsibility for putting right accidental or deliberate damage to your home.
Non – emergency repairs
You can report a non-emergency repair through your online account with us, using our online repair form, emailing us at customerservice@networkhomes.org.uk, or by phoning us on 0300 373 3000.
Non-emergency repairs are routine repairs which are unlikely to cause serious health and safety problems or serious damage if they are not fixed straight away. For example, repairs to taps, gutters, doors and windows. We typically aim to complete routine repairs within 42 days.
Emergency repairs
If your repair is an emergency, please phone us on 0300 373 3000.
We aim to fix emergency repairs on the same day.
Emergency repairs are situations where there is a risk to someone’s health or safety, a home is not secure, or there is damage that is rapidly getting worse.
Out of hours repairs service
If you need to report an emergency repair when our offices are closed, you can still call us on 0300 373 3000 and you will automatically be directed to our out of hours repairs service provider.
In this section
Find advice on emergency and other repairs, how to get ready for your appointment, how we monitor repairs, and what to expect from our operatives and contractors.
Who is responsible for the repair?
As a resident in an SNG managed home, you are responsible for some repairs and putting right accidental or deliberate damage to your home.
How long will my repair take?
The length of time your repair takes depends on the type of repair you need.
Maintenance guides
Useful guides on looking after your home, such as how to avoid frozen pipes, unblocking a sink or what to do if your heating’s not working, plus advice on condensation, damp and mould.
What to expect from our operatives and contractors
How our in-house teams and contractors should behave and what to expect before, during and after any repairs and maintenance to your home.
Minor repairs and DIY
If you have a minor repair and feel able to fix it yourself, this page includes some useful DIY advice.
Aids and adaptations
Find out how we can help you make everyday life easier by adapting your home or installing simple aids such as handrails. There are different processes for minor and major adaptations.