Repairs

M.E.M.O. are responsible for repairs within council tenant properties and communal areas across the estate, whether it's a minor repair or a significant issue, we are here to help.

Our repairs procedure is designed to ensure a prompt and effective maintenance service. Throughout the process you will receive updates, and our qualified tradespeople will complete repairs to a high standard.

Tenants are responsible for keeping their home in good order and informing the M.E.M.O. office when issues arise which may require a repair.

What is a repair?

A repair in housing refers to fixing or restoring a property when something is broken, damaged, or not functioning properly.

Although M.E.M.O. is responsible for carrying out most day-to-day repairs to a property, there are certain repairs when Westminster City Council (landlord), a leaseholder, or the tenant may need to carry out the repair themselves. Please follow this link for a detailed breakdown.

Repair responsibilities

How to report a repair

To request a repair, please click this link to be taken to our online repairs form or contact our Customer Service Officer via telephone on, 0207 976 5788 who will be happy to assist.

 If you are reporting an emergency repair out of hours, then you will need to contact WWC directly on 0800 358 3783. Out of hours emergency repairs are available to both tenants and leaseholders.

The repairs process

Once we receive your request, we will acknowledge receipt within 2 working days and aim to schedule repairs appointments within a suitable timeframe according to our repair indicators.

Emergency repairs are prioritised and addressed immediately, where there is immediate danger to you or the structure of your building. This includes:

  • burst pipes

  • total loss of water supply or electricity

  • intermittent or unsafe electricity supply, sparks, bare wires

  • water entering your electrical system

  • unusable toilet (where there is only one in the home)

We will attend within two hours and make the situation safe within 24 hours. We may need to return another day to complete the full repair.

Repair indicators

M.E.M.O. has pre-assigned categories for prioritising repairs, which are in line with Westminster City Council policies. The response time for each category is determined by the severity of the problem, please see below: