Reporting a repair to HFI
This information is for you if you are an Islington council tenant and you are not in a TMO, Co-op or PFI property. If you live elsewhere, go to the main Repairs page to find the relevant information.
How to report repairs
Office opening hours
Monday-Friday from 8am-8pm and Saturdays from 8am-12noon
Telephone
Repairs, including for communal areas, should be reported to HFI Direct on freephone 0800 694 3344. (Communal repairs may also be reported to your area housing office.)
The freephone number is for reporting repairs, gas servicing appointments and service charge and rent payments.
Calls to the freephone number from a mobile phone are charged. If you use a mobile it will cost less to ring 020 7527 5400
When you call HFI Direct our Call Agents will:
You can also report a repair in the following ways:
Minicom
The Minicom number to contact HFI Direct is 0800 073 0536
Email or fax
You can also report repairs by email to repairs@homesforislington.org.uk or fax to 020 7527 5440.
Please do not report emergencies by email or fax. Always report emergencies by telephone.
Please allow up to 24 hours for your email to be processed.
Text
07786 202 892. This text number if for reporting repairs only.
Please do not use texting to report emergencies. Always report emergencies by telephone.
Please allow 24 hours for your text message to be processed.
Area Housing Offices
You can make use of the free telephone at the Area Housing Offices, to report a repair to HFI Direct.
Online repairs
You can report repairs to your home on this website by clicking: online repairs. This online system cannot be used for reporting communal repairs.
You can report communal repairs online by using the Communal Repairs Online form.
What happens after you report a repair?
We will give the repair a priority category depending on how urgent it is. Sometimes we will need to visit you to look at the problem and see what work is needed. We may need to include replacements such as new baths, kitchen units and doors as part of our planned maintenance programme.
Target response times for repairs:
We will assess all repairs to decide who is responsible for them. If you call us out for a repair that you are responsible for we may charge you.
Out of hours emergency repairs
Sometimes emergency repairs are needed outside office hours. If a repair is very urgent (for example, it is a danger to health and safety or security) and cannot wait until the next working day, you can call our emergency service on 0800 694 3344. We may carry out a temporary repair until we can carry out a full repair during normal working hours.
When our contractor calls to complete the repair they will:
Homes for Islington repairs pledge
We have introduced a pledge to tenants that our contractors will complete certain types of repairs to your home within 25 working days of us ordering the job. If our contractor does not complete the work within this time, you have the right to ask us to appoint another contractor to do the job.
The pledge covers most of our day-to-day repairs. A special leaflet ‘Housing Repairs’ tells you what the pledge covers and how you can use it. Please contact the reception at your area housing office for a copy.
Missed appointments compensation scheme
This scheme compensates Homes for Islington residents for missed non-urgent appointments. For details click Missed appointments compensation scheme
iPay
Click here to pay rent and service charges online
Satisfaction
surveys - current opportunities to feedback on our services
Repairs
Online Click here to report a repair to your home
Communal
Repairs Click to report a repair to a communal area
Self-referral
Form Your Housing Support Services
Your
Rent Statement See your rent statement onlineMore online forms