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Complaints, Compliments and Suggestions

Whether you have a complaint to make, want to compliment us on our service, or simply offer some useful feedback, we want to hear from you.

Please visit our Contact Us page, where you can find several options for sending your feedback or resolving a problem you may have.


Alternatively, you can email us at [email protected] or write to us at:


Stef & Philips Limited
The Grange
100 High Street
N14 6BN

What is a Routine Repair?

If your problem is not an emergency, a routine repair will usually be required.

These consist of secondary repairs, such as safety and security issues, door handles/holders replacing, broken fridge/freezer, small leaks fixing, etc. and are typically resolved within 72 hours.


If there are any changes to any reported repairs, we will contact you to let you know.

Report a Repair Form

To request a routine repair, please complete the form below and submit a photo of the issue.

    What do we Class as an Emergency Repair?

    Emergency repairs have immediate health and safety risk to you, your home and/or your neighbours. They include:

    Gas Leak

    If you smell gas or suspect there is a gas leak, contact National Grid on 0800 111 999 on behalf of the landlord

    Mains Water Leak

    A large water leak from the shared mains supply

    Dangerous Electrical Fault

    Exposed wires, overhead switches or plug sockets

    Emergency Priority (24 hours)

    If it is an emergency repair, you can contact us 24 hours a day, seven days a week. We aim to fix or make an emergency repair safe within 24 hours.

    Please note: you will need to be available in your property for 24 hours so we can arrange for an engineer to attend. Sometimes our contractors may do a temporary repair to make the situation safe. This happens if they need extra parts to complete the job or you reported it out of hours, but they will return at a later date to complete the repair.

    Urgent Priority (48 hours)

    Burst Pipes, Faulty Water Tanks and any other Leaks

    Plumbing issues that require a fast resolution

    Blocked Drains

    A blockage that needs to be resolved quickly

    Dangerous Structures

    A part of the building that is damaged or poses a risk


    Doors or ground floor windows that are not secure


    The lift is not working (where this is the only lift used for all floors of the building)

    Missing or Damaged Manhole Covers

    A manhole cover that needs replacing

    No Cold Water

    There is no running water in your home

    No Heating/Hot Water

    No heating or hot water in your property

    Racist, Sexist or Offensive Graffiti

    Anti-social vandalism that needs to be removed

    Smoke Alarms

    Smoke and/or carbon monoxide alarms are making a continuous noise


    Your only toilet is broken or malfunctioning

    Total Power Loss

    No electricity or lighting in your home