New policy agreed to improve housing repairs and cut response times
Camden Council has adopted a new Housing Repairs Policy designed to deliver a faster, more efficient service for its tenants and leaseholders.
The new policy sets out what Council tenants and leaseholders can expect from Camden’s repairs service, including targets for better response times and prioritising emergency and urgent repairs.
This policy sets out clear criteria, processes and roles to help ensure repairs are consistent and well managed, and puts the Council in a better position to meet legal timeframes to make repairs, including under Awaab’s Law.
Emergency repairs, which includes cases of severe damp and mould, total loss of drinking water, electricity, hot water and heating, will be attended to and made safe within 24 hours. This is in line with the Government’s Right to Repair scheme.
An extensive consultation took place in Autumn 2025 to ensure the Repairs Policy directly reflected the feedback and experiences of Camden Council tenants and leaseholders.
We are committed to delivering a high-quality and responsive repairs service for our tenants and leaseholders. With limited resources to spend on repairs and improvements, we must prioritise how we deliver our repairs service so it is effective and consistent across our housing stock to ensure homes are safe and well maintained.
The experiences and views of our residents were at the heart of creating this new policy - during the consultation period, we spoke to hundreds of residents to get their views and find out what is most important to them. By doing this, we’ve ensured that the policy we are adopting reflects what our residents really need and want.
We know how important this policy is - our repairs service has a direct impact on the quality of life and health and wellbeing of our residents. We now have a clear framework to set out how we work in housing and repairs that will make a real difference for our tenants and leaseholders.
As part of the new policy, tenants can continue to report repairs in a number of accessible ways by WhatsApp, live chat or SMS seven days a week. For residents who do not have access to digital channels or need extra support, they can report repairs via the Council’s Contact Camden telephone line.