Contact us

Important information for Elm Road residents 

Find out more about our response and how residents can access support.

General contact information

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 purposes.

Our opening hours

Our Customer Contact team work 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:

  • By email - /
  • By telephone - 020 8354 5500
  • At our receptions at Emily House

Emily House is open for residents who want to see us to discuss a housing related issue, however you do need to book an appointment before you come. This is to ensure there is someone from the housing team at Emily House to meet with you. Appointments can be booked by calling us on 0208 354 5500. We can also arrange for someone from the team to meet you at your home.

Further details on how to contact us:


How we can help

Emily House – 202-208 Kensal Road, W10 5BN

Open: 10am – 4pm (Monday to Friday)

(Bus routes 23, 18, 28 or 228)

Please make an appointment before you come on 020 8354 5500. 

  • Housing enquiries – appointment required
  • Freephone to book repairs appointments
  • Referral to Green Doctors
  • Referral to our Financial Resilience service

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 07503655066 and ask to speak to someone in the Communications team.

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