Letting us know

Tell us about a repair as soon as you notice it. To report a routine repair, use the form on this page, email maintenance@innisfree.org.uk or call us on 020 7625 1818. 

You can find more information about repair categories, timescales and responsibilities on our Repairs and Maintenance page, and read the full Responsive Repairs Policy. 

Is it an emergency?

An emergency repair is something that puts someone’s health or safety at risk, affects the basic security of your home, or could cause serious damage to the building. 

During office hours, call 020 7625 1818 and select option 2. Outside office hours, call the same number and select option 1. Our out-of-hours service operates from 5pm to 9am Monday to Friday, and all day at weekends and on bank holidays. 

We aim to attend emergency repairs within 24 hours to make the situation safe. Any follow-on work will be completed within the appropriate repair timescale. 

Gas leaks and fire

If you smell gas or your carbon monoxide alarm sounds, call Cadent immediately on 0800 111 999.  

• Do turn off the gas at the meter unless the meter is in a cellar/basement 

• Don’t smoke or strike matches 

• Don’t turn electrical switches on or off 

• Do put out naked flames 

• Do open doors and windows 

• Do keep people away from the affected area 

If there is a fire, dial 999 to call the Fire Service and follow the fire safety procedure for your building or the instructions given by the Fire Service.

Categories of repairs

What happens next?

We will assess the repair, tell you its priority and arrange the next steps. Please make sure our contractors can access your home at the agreed time, and tell us as soon as possible if you need to rearrange an appointment. 

Contact us first so we can investigate and try to put things right. If the problem is not resolved, you can make a complaint through our Complaints page. 

Not satisfied with the repair service?

Contact us first so we can investigate and try to put things right. If the problem is not resolved, you can make a complaint through our Complaints page.