Peabody employee in front of van at Peabody Avenue

Former Family Mosaic Residents can call our Customer Care Line to talk to us about repairs:

  • Call 0300 123 3456 (for tenants)

  • Call 0300 123 2209 (for leaseholders)

Emergency repairs: we’ll repair or make safe within
24 hours


  • Total loss of electric power
  • An unsafe lighting socket or electrical fitting
  • Total loss of lighting
  • Partial loss of power but only when it is a danger to health and safety, for example power loss effects essential equipment such as a stair lift or a nebuliser


  • Total loss of water supply
  • Toilet not flushing (when there is no other toilet at the dwelling)
  • Internal leaking or burst pipes (only when the tenant cannot control the leak and there is a danger to the property and/or belongings)
  • Burst tanks or cylinders
  • Loss of water heating (between 31 October to 1 May)


  • Total or partial loss of gas supply


  • No central heating (between 31 October to 1 May)


  • Blocked or leaking foul drain or soil stack
  • Blocked flue to open fire or boiler
  • Blocked WCs
  • Blocked sink, bath or wash hand basin (in multi-storey blocks only)
  • Blocked refuse chutes in multi-storey blocks


  • Insecure external window, door or lock
  • Locked out (may be chargeable)
  • Gale, fire, flood or explosion damage

Next available repairs: we aim to fix within 35 days


  • Partial loss of electric power


  • Partial loss of water
  • Taps which cannot be turned
  • Leaking pipe work or waste pipesoss of water heating (between 30 April to 1 November)


  • Blocked sink, bath or wash hand basin (except in multi-storey blocks)


  • Rotten timber flooring or stair tread
  • Door intercoms not working
  • Extractor fans in kitchens or bathrooms
  • Glass replacement
  • Leaking roofs
  • Floorboards (small repairs)
  • Internal door repairs (not replacement)
  • Air vents / bricks
  • Small plastering repairs (plaster patch)

Rechargeable repairs
We are responsible for most, but not all repairs. There are some repairs that are your responsibility as the resident and this is set out in your tenancy agreement. We may carry out these repairs and jobs for you but will charge you an excess towards the cost of the work. We will always carry out repairs where damage is a result of normal wear and tear.

However, there are times when we find it necessary to charge residents for repairs carried out on their property. These types of repairs will usually be as the result of accidents, criminal damage, misuse, neglect or wilful damage. These may be caused by your own actions, a member of your household, a visitor, or a household pet.

Statutory compensation
In some cases, you have the right to claim compensation under the Right to Repair Scheme. Compensation will be paid if emergency or urgent works which are classed as ‘qualifying repairs,’ costing less than £250 (excluding VAT) are not completed within their target timescales. If we have not given you reason/s for not completing a qualifying repair (see below) within our target time, and the repair has been reported twice, you are entitled to compensation of £10. We will pay £2 for each extra day that the repair is delayed, up to a maximum of £50.