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Reporting a repair

Request a repair through our online portal or find the other options available to you.

Report a repair

There are several ways of reporting a repair:

The most efficient way is to use our online Report a Repair Portal.

Report a repair online

By clicking the link you will automatically be transferred to M3 Central repairs reporting application, please read the 3 step guidance notes given below before using M3.

1. Home

Once M3 central is open, there will be 8 pictograms. Please click on the one that is related to the repair you are about to report. You will then be directed to further pictograms. Again, press on the relevant one. Once you have entered the final frame, please click on the relevant icon. You will then be provided with a list of repairs, please choose one option. Please use back button to go one step back.

2. Reports

You will then be asked to select the location using the drop down key, you can also add a note. Please remember the more information we have, the more likelihood of getting the repair diagnosed and complete in one go. You will then be given an option to attach an image/photo. You can upload a photo from your phone or smart device (if your are using the device to report this report), or you can transfer the photo on your PC/desktop and attach it from there. Please note, photos will be extremely useful in identifying the required repair. It will also enable contractors to achieve first time fix.

3. Send

You will then be navigated to the final step, this will be a short form asking you to provide your contact details and access availabilities. Once you have completed the form, please press the send button. The report is now complete, M3 will send this directly to Spitalfields. You will receive a confirmation email to say the report has been sent.


By telephone: 020 7392 5400

The Association is open during normal working hours, 9:30 am – 5:30 pm, Mon-Fri.

On Friday, we are closed between 1pm-2.30pm.


Via email:


Write to us at: One Canada Square, London, E14 5AA.

When reporting a repair please have the following information available:

  • Your name, address, and daytime telephone number, or mobile phone number.
  • An accurate description of the repair. It is helpful if you can give as much detail as possible to enable us to try and pinpoint the problems.
  • Any details about when you are normally at home so we can gain access.

(Look in part one of your DIY section for guidance on how to describe the repair).

Please note:

Repair work is carried out during normal working hours, i.e. Monday to Friday, 9:30am-5:30pm. If you are normally out all day please indicate that an appointment will be necessary.

Remember: the correct information will help to get your repair carried out more quickly.

If you are reporting a repair caused by criminal damage, please have the following details:

  • Date and detail of incident.
  • Name of police station that you reported it to.
  • Crime reference number. Please note that without a crime reference number SHA cannot raise any repair works.
  • PC Number of Officer taking report.

The Maintenance Department are responsible for the day-to-day repairs and improvements to homes, which are owned and managed by Spitalfield Housing Association.

In order to ensure that our works are carried out to an excellent form of standard whilst still achieving value for money, we work in partnership with a number of contractors on our Responsive Repairs, Planned Maintenance and Development contracts. In order for us to respond to your repair problem quickly and efficiently, it is very important that you can identify what sort of repair you are reporting.

If you would like to be Resident Repairs Inspector please apply via this form.

Emergency / out of hours contacts

Repair hotline:
020 7392 5400

Out of hours Emergency:
(5:30pm till 9:30am)
020 7392 5400

Boiler and Central heating Repair:
(Robert Heath Heating)
0208 336 6767

Tenant's responsibility

The list of repairs which are categorised as ‘Tenant’s responsibility’ are as follows:

  • Internal doors (excluding bathroom, W.C. and kitchen doors)
  • Draught excluders to doors and windows
  • External door furniture-hinges, weatherboard, letter plate, spy-hole, lock changes due to lost keys (the association may consider replacement of these items if the problem is caused by fair wear and tear)
  • W.C. seats, hinges, chains, plugs.
  • Garden gates (unless the defect is caused by fair wear and tear, washing clothes lines / poles & garden paths
  • Blocked kitchen sinks, WC’s wash hand basins and baths (unless the problem is caused by a problem with the main drain or tenant mis-use, in which case, the matter will be referred to the Water Company concerned or consideration of re-charge following an investigation)
  • Oiling internal door locks
  • Oiling door and window hinges
  • Changing fuses
  • Changing light bulbs
  • Changing batteries for doorbells
  • Cleaning extractor fans for kitchen, bathroom and kitchen cooker hood
  • Changing cooker hood filters
  • Adjusting internal doors after carpet laying
  • Bleeding radiators
  • Cleaning windows
  • Internal redecorations
  • Making good, follow up works to damage caused by tenant
  • Repair/replacement of internal door hinges
  • Repair/replacement of kitchen vinyl floor (unless the problem is due to fair wear and tear)
  • Repair/replacement of toilet rolls holders
  • Repair/replacement of window curtain rails
  • Repair/replacement of towel rails
  • Shower curtains

Our responsibility

The list of repairs which are categorised as our responsibility are as follows:

  • Structure of building including foundations, walls, windows, external doors, roofs, rainwater goods, chimney stacks, plaster, floors and stairs
  • Fittings and fixtures of building including internal doors (Toilet, bathroom shower, kitchen, and front and rear entrance door), kitchen units, sanitary ware, internal joinery, cupboards and fireplaces.
  • Service installations including drains, inspection chambers, wastes, water pipes, electrical installations, gas pipes, central heating, communal lights, fire alarms, warden call alarms, door entry phones, lifts communal television aerials.
  • Redecoration to external and to communal areas and renewal of defective external joinery
  • External works including paths, fences and pavements
  • Communal facilities or flats, including paths; drying areas; paved areas; grassed areas

Our repairs record

Completion repair category Target Previous year Current year
Emergency (1 days) 100% 100% 100%
Urgent (7 days) 95% 98.65% 99.59%
Priority (14 days) 95% 98.40% 99.43%
Routine (28 days) 97% 94.09% 99.88%
Void Works 100% 100% 100%
Out of hours emergency (24 hours) 100% 98.51% 100%
Others (3 months) 100% 100% 100%
Our service standard targets
Actions Target times
Completion of emergency repairs including ‘out of hours’ 24 hours
Completion of urgent repairs 7 days
Completion of routine works 28 Days
Customer satisfaction surveys on repairs On completion / Monthly / Quarterly
Gas safety inspections Annual

Cyclical repairs

Spitalfield’s Housing Association periodically undertakes Cyclical Maintenance works every 5-7 years to prolong the life of a building component. This takes place to avoid expensive repairs or a complete breakdown and to ensure that all statutory requirements are maintained.

Your feedback on repairs

We would like to ensure that the quality of our services meet to your satisfaction. You can help us improve on our services if you complete the repair feedback form by clicking this link.