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.

Opening hours

Emily House is open from 9am-5pm Monday to Friday, except Bank Holidays. 

If you are planning to visit Emily House to see someone from Residents Services, Investigations, Communal Services, or to speak to someone about a repair, please book an appointment by calling us on 020 8354 5500 before you come.

The nearest tube station is Westbourne Park (Hammersmith and City line) or bus routes 23, 18, 28 or 228 take you very close. Bus 23 drops you outside the office door (stop G -Bosworth Road) or for buses 18, 28 and 228 get off on the Harrow Road (stop T - Second Avenue) and walk over the bridge onto Kensal Road.

Report a repair

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

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 General Data Protection Regulation (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 0774 1162514.

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