The problems listed below are considered emergencies and, in most cases, require same day call out.
• Total loss of electricity or communal lighting (communal lighting only deemed an emergency if it affects the entire building)
• Dangerous electrics
• Water constantly leaking from ceiling, toilet or pipework
• Toilet not flushing (if it’s the only toilet in the property)
• No heating or hot water in the property
• If you can small gas – please visit our gas safety page for information on what steps to take
• Blocked foul drain causing flooding
• Roof leak/water ingress (if uncontained and causing damage)
• Insecure or broken external door/window (where windows are ground floor level or externally accessible without a ladder)
• External door locked shut (if door is the only access point to property)
Report a Repair
The responsibility for looking after your Council home is shared between Affinity and you.
Repairs, Maintenance and Improvements
If you need to report a general repair between 9am and 5pm please call our freephone number 0800 028 6942 or press the button below and complete the form.
Emergency Repairs and Out Of Hours
For all emergency repairs and to contact us between 5pm and 9am, weekends and bank holidays please call 0800 028 6942.
Seasonal Heating Breakdown Priorities
During the period of the 1st October – 31st March Total loss of heating is to attend within 24hrs.
During the period of the 1st April – 30th September Total loss of heating is to attend within 3 working days.
What is an emergency repair?
Repair Priorities
| Priority | Target time |
| Emergency | 3 hrs |
| 1 | 24 hours |
| 2 | 3 working days |
| 3 | 7 working days |
| 4 | 28 working days |
| 5 | 40 working days |
E – Emergency – We use this when there is an immediate and serious risk to you and/ or the property. We will make safe and secure only.
P1 – Emergency – We use this when there is high risk of long term or extensive Damage to Dwelling or major discomfort of tenant
P2 – Medium priority – We use this when there is a risk to comfort of the tenant in there dwelling or further damage to property
P3 – Medium Priority – We use this when there is risk to comfort of the tenant in dwelling
P4 – Routine Repair – We use this where there is a low risk to you or your home. This is the standard priority of most work we do
P5 – Major or extended Repair – We use this where an item must be ordered or made to measure in order to complete the works – usually items like doors or windows.
Repairs Handbook
Click here to see more about the repairs service, what you can expect and what you are responsible for.
Need a Repair? Contact Us Now
Affinity Repairs Service is open 9am - 5pm Monday - Friday. Call us on 0800 028 6942. You will also need to call this number for emergency repairs outside of the normal working day and at weekends. Alternatively, please use the form to provide us information of the location of your repair, type of repair needed and any additional information.
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Unit 2, Woodside Business Park, Whitley Wood Lane, Reading, RG2 8LW
In Person by appointment only: 09.00am – 5pm Monday to Friday (except bank holidays) - customerservices@affinityhousing.co.uk
- 0800 028 6942 - 09.00am – 5pm Monday to Friday (except bank holidays)
- Out of hours emergency contact: 0800 028 6942 5pm to 9am (Mon–Sun & Bank Holidays)
- Get in touch via our Facebook
