Contact us

Our head office is at Emily House, 202-208 Kensal Road, London W10 5BN. You can call us on 020 8354 5500 or email us at Please note that calls may be recorded for training, quality and compliance purposes.

Easter Bank Holiday opening hours

We are providing a limited service to residents over the Easter Bank Holiday.

  • Customer Contact Centre - this will be closed from 4.30pm on Thursday 14 April, and will re-open on Tuesday 19 April at 9.30am.
  • Reporting a repair - The routine and non-emergency repairs service will be closed from 5pm on Thursday 14 April, and will re-open on Tuesday 19 April at 8.30am. 
  • Emergency repairs - Please continue to report emergency repairs in the usual way by calling us on 020 8354 5500.
  • Sheltered and housing for older people - If you need to speak to your scheme manager, please call the scheme office, who will put you through to a member of the team.

Normal services resume on Tuesday 19 April (see information below)

Opening hours

Our Contact team are working from 9.30am-4.30pm, Monday to Friday to handle all enquiries and service requests. If your enquiry is not urgent, please email us instead on on You can also contact us using any of the following ways: 

MyOctavia mobile app - available on the App store (iPhone) and Google Play Store (Android)

By email - / 

By telephone - 020 8354 5500

Our reception at Emily House is currently closed to visitors.

Reporting a repair

To report a repair you can call us on 0208 354 5500 between 8.30am and 5pm, Monday to Friday.

Outside of these hours and on public holidays, there is a special service for emergency repairs only. To contact the emergency repair service please call 0208 354 5500 and follow the instructions in the message.  Your call will be automatically transferred to our emergency out-of-hours service.  Please note if an operative is sent out to you and they find it is not an emergency, you will be recharged for the cost of the visit.

You can report a non-emergency repair online by using the form below, or by emailing us at  Please contact us by phone for all emergency repairs.

Please note that all the information you provide will be treated in the strictest confidence in line with the UK General Data Protection Regulation (UK GDPR). If you would like to see our full Privacy policy please click here.

Media or press enquiries

For all press and media enquiries please contact the Communications team via email,  or call 020 8354 5500 and ask to speak to someone in the Communications team. For out of working hours media enquiries call 07503 655066.

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  • Emily House, 202-208 Kensal Road, London, W10 5BN