Report a repair

How to report a repair 

Online via MyHastoe 

You can raise a repair at any time via MyHastoe, your online personal account.

Go to MyHastoe

Not yet registered? Find out more 

If your repair is an emergency, please call us on 0300 123 2250.

By telephone

We are asking all of our residents to report repairs through your MyHastoe account. If you have an emergency repair (find out what an emergency repair is) or a complex case, you can call us on:

0300 123 2250

Opening times:
• Monday - 9.30am - 5.00pm
• Tuesday - Friday: 9.00am - 5.00pm

Out-of-hours emergencies 

During weekends, evenings and Bank Holidays, we operate an out-of-hours emergency repair service on the same number:

0300 123 2250

Our out-of-hours emergency call times are:

• 5pm on a weekday to 9am the following morning (Monday evening to Friday morning)
• All day during weekends and Bank Holidays

Please only use our out-of-hours service to report a genuine emergency. 

A situation is only considered to be an emergency when it presents either:

• A risk of loss of life
• A risk of serious injury
• A risk of serious damage to your property, where the repair cannot wait until the office reopens.

It is vital that customers only call the emergency out-of-hours number when absolutely necessary. This ensures that we maintain the most responsive and cost-effective repairs service for all our residents. Reporting a non-emergency repair out of hours often results in contractors going out to a property, which incurs charges. This can have an impact on the overall repairs service we are able to provide.

Examples of emergencies include:

• Leaks which cause internal damage and cannot be contained.
• A blocked sewage treatment plant or a blocked toilet (if the property only has one toilet and the tenant has already tried to clear the blockage themselves).
• A total loss of electricity or circuit failure.
• Flood.
• Fire damage.
• Insecure external doors or external doors which cannot be opened; broken ground floor windows which cannot be secured.

If you use the out-of-hours emergency line to report non-emergency repairs, you may be charged for the costs incurred.

What to do in an emergency