IDS manages over 1,500 properties in Hackney, Tower Hamlets, Southwark, Redbridge, Barnet, Haringey, Camden, Hertsmere and Canvey Island.



Reporting repairs

You will need to tell us about any repairs that we are responsible for as soon as possible after you notice a problem.

We are not responsible for repairs unless we are aware of them and the fault may become worse if it is not dealt with promptly.

You can report repairs via the following ways:

  • Telephone: Monday to Friday between the hours of 9am to 5pm 0208 800 9606 and then select the repairs reporting option.
  • Email: – please provide a brief description and attached any photos if you can to assist us
  • Out of hours: Please call 020 8800 9606 (Option 1) and you will be transferred to our out of hours team

In certain cases it may be necessary to inspect the defect before issuing a repair order. Our contractors will contact you to arrange an appointment, this should happen within 2 working days following our issuing of a works order.  You must allow IDS and its contractors reasonable access to inspect and carry out the repair.

It is your responsibility to clear the area of work for the contractor to carry out the repair, if the contractor has to move furniture or personal belongings it will be at your own risk, IDS or the contractor will be unable to take responsibility for any damage caused in such circumstances

If your repair request is for a repair for which IDS is not responsible, then our repairs team will inform you of this. You may have the option to pay IDS to arrange such repairs for you.

Tenants repairs

You are responsible for minor jobs such as:

  • Changing fuses
  • Clearing blocked sinks and protecting against frost in cold weather
  • Internal decorations

You are expected to familiarise yourself with the location operation of valves and fuses etc to shut off supplies in the event of an emergency for water, gas and electricity and report to IDS if any of these are faulty. Please contact us if you need help in locating these.

As a tenant, you are responsible for repairing any damage caused by you, your family and guests which is beyond usual wear and tear.

IDS buildings insurance

Our buildings insurance is in place to cover damage to IDS property. It does not cover any contents such as furnishings or floor coverings so it is essential you look into purchases your own contents insurance to help protect your possessions. To help you decide whether home contents insurance is right for you, IDS have teamed up with Thistle Tenant Risks, and Ageas Insurance Limited who provide the My Home Contents Insurance Scheme, a specialist Tenants Contents Insurance policy.

To get further information or request a call back, you can contact Thistle Tenant Risks on 0345 450 7288 or visit

Central Heating repairs

For any central heating or boiler issues, please contact Oakray on 020 8370 4707

Oakray will attend any heating and/or hot water breakdown within 24 hours of being called out, or within 4 hours if it’s an emergency. This number can be reached 24 hours a day, 365 days a year.

Out-of-hours emergency repairs including loss of heating or hot water– Please note this is a make safe and fix service.

For any out of office emergencies please call IDS’s main telephone number 020 8800 9606 (Option 1) and you will be transferred to our out of hours team.

How long does it take to carry out repairs?

We will try to get all repairs done as quickly as possible. The list below shows targets set for staff and contractors to deal with repairs reported by tenants.

If you do not receive a response within the target response time, and you have not been told why, please contact your Resident Services Coordinator.

Target response times

  • Out-of-hours emergency repairs: 4 hours
  • Emergency repairs: 24 hours
  • Urgent repairs: 7 days
  • Non-urgent repairs: 21 days
  • Programmed works: (already included within a programme)

More information is available via the quick access tab and in the Tenants navigation bar at the top of this page.

DIY repairs videos

Many of us experience small repair problems from time-to-time.   Hackney Council has produced a series of ‘You can do it!’ instructional videos providing you with simple tips on how to carry out minor DIY jobs in your home. You might find these videos helpful: