Manage your housing services
This area is designed to support you throughout your time in your home. Here you can find useful information about your accommodation, report repairs or concerns, access important safety guidance, and learn more about the services we provide.
To make things easier, we’ve organised the information into clear sections so you can quickly find the help and advice you need. If you can’t find what you’re looking for, please contact us and a member of our team will be happy to assist.
Repairs
If something in your home isn’t working properly, please report it as soon as you can. This section explains how to report a repair, what will happen and the expected timescales for a response. It also sets out what is classed as a repair and what may be your responsibility as a resident.
Moving in and out
THM will provide guidance and support when you move into or out of your accommodation, including key information, contacts, and any responsibilities you need to be aware of. If you have any questions, please contact us.
Health and Property Safety
The portal provides important safety guidance and support information. Any concerns affecting your safety, such as damp and mould, faulty alarms, unsafe electrics, leaks, or security issues, should be reported immediately.
Expectations
We are committed to providing a fair, respectful and responsive service. In return, we ask customers to report issues promptly, allow access for inspections and repairs, help keep their accommodation safe, and treat others with respect.
Repair priorities
How long you may need to wait is dependent on whether it’s an emergency, urgent or routine repair.
-
Emergency
within 4 or 24 hours - Urgent – 5 working days
- Category A – 30 days
- Category B – 60 days
- Category C – 90 days
- Category D – 120 days
- Category E – 365 days
Contents insurance
Contents insurance is important as it covers your personal belongings, such as furniture, electrical items, clothing and jewellery. It helps protect you against loss or damage caused by risks like fire, theft, vandalism and water damage.
Think you have an emergency?
If you smell gas, suspect a leak, or are concerned about carbon monoxide:
- Open all windows and doors immediately
- Do not use electrical switches or appliances
- Extinguish all naked flames, including
- Turn the gas off at the meter if it is safe and easy to do so
- Leave the property if the smell is strong or if anyone feels unwell
- Call 999 if anyone is seriously unwell or in immediate danger
Call the National Gas Emergency Service free on 0800 111 999 straight away.
Once you are safe and have reported the issue, please inform Core Housing on 020 8988 1091
If you experience any of the emergency issues below, call our freephone number 0800 000 000
- Flooding
- Electrics unsafe
- No lights or power
- No lights or power
- Burst pipes
- Blocked drains or toilets
- Dangerous structural problems e.g. ceilings, walls etc.
- Front door locks and access problems.
You may be charged for the visit if your repair isn’t an emergency.