Your Housing Officer can help with questions about your tenancy and housing management. 

Because our Housing Officers manage different properties, you can use our Housing Officer page to find the right person for your home. 

To report a repair during normal working hours: 

Telephone: 020 7625 1818 – select the repairs option 
Email for non-urgent repairs: maintenance@innisfree.org.uk 

The Report a Repair page explains what counts as an emergency, urgent or non-urgent repair and the information we need from you.

Emergency repairs outside office hours 

For an emergency repair outside our normal working hours, call: 

020 7625 1818 – select option 1 

The out-of-hours service operates 5pm to 9am Monday to Friday, and all day on Saturdays, Sundays and Bank Holidays.  

If you are unhappy with a service you have received from Innisfree, you can make a complaint. 

Telephone: 020 7625 1818 
Email: complaints@innisfree.org.uk 

You can also make a complaint online, in writing, in person or through somebody acting on your behalf.  

Complaints 

If you are having difficulty paying your rent, please contact us as early as possible.  Our Income Management service can discuss your rent account and the support that may be available. 

Telephone: 020 7625 1818 or email housing@innisfree.org.uk

Paying Your Rent

Financial Support

If you need independent advice about money, benefits or debt, free support is available from specialist organisations. 

Citizens Advice advice about benefits, debt, housing and other problems. 

MoneyHelper free, impartial guidance about money, benefits, bills, pensions and debt. 

StepChange Debt Charity free specialist debt advice and support. 

Benefits calculators check which benefits and financial support you may be entitled to. 

If you need independent advice about housing or your rights as a tenant: 

Shelter Shelter provides independent housing advice and information about issues including homelessness, tenancy rights and housing problems. 

You can also contact your local council for information about homelessness and local housing assistance. 

Find your local council

If somebody is in immediate danger, a serious crime is taking place or there is an immediate threat to life, call: 999

For non-emergency police matters call: 101

If you are experiencing domestic abuse, you can contact Innisfree for housing-related help and support.  You do not need to have reported domestic abuse to the police before asking us for help.  Contact us by emailing housing@innisfree.org.uk

For independent specialist domestic abuse support: 

National Domestic Abuse Helpline

If you are worried that an adult or child is being abused, neglected or is at risk of harm, you can report your concern directly to your local council’s safeguarding service. 

If someone is in immediate danger or a crime is taking place, call 999. 

You can also contact Innisfree if your concern relates to you, another resident or something happening in or around an Innisfree home. We will consider any safeguarding concerns we receive in line with our Safeguarding Policy. 

Find your local council

The Housing Ombudsman is an independent service that resolves disputes between residents and social landlords. 

You can contact the Housing Ombudsman for advice while your complaint is being considered by Innisfree and can ask the Ombudsman to investigate eligible complaints once our complaints process has been completed. 

Housing Ombudsman Service

Complaints

Innisfree manages homes across a number of different local authority areas, so some services will depend on where you live. 

Your local council may be responsible for services including: 

• adult and children’s safeguarding 
• environmental health and statutory noise nuisance 
• homelessness assistance 
• Council Tax 
• Housing Benefit 
• local welfare and financial-support schemes 
• waste and recycling 

Find your local council

If you smell gas, suspect a gas leak or your carbon monoxide alarm activates, contact the National Gas Emergency Service immediately on 0800 111 999. 

Do not wait to contact Innisfree first. 

Home Safety

If you need information in another format, need translation or interpreting support, or need us to make a reasonable adjustment when communicating with you, please tell us. 

Telephone: 020 7625 1818 

Accessibility & Communication 

You don’t need to work out which member of staff or service is responsible before contacting us.  If you’re not sure where your enquiry belongs, contact our main office and we will help direct you. 

Telephone: 020 7625 1818 
Email: info@innisfree.org.uk