If the repair is our responsibility to fix, you need to report it to us. And there are lots of ways to do this.
Reporting a repair if your landlord was previously AmicusHorizon
If your home is a former AmicusHorizon property, the easiest and quickest way to report any repairs is on
MyAccount, your free and secure online service.
Go to MyAccount
You can also report repairs by email, online chat or phone. Full details are provided below:
MyAccount
With our free online service MyAccount you can report a repair, pay your rent, view your rent statement and service charge information, and lots more!
Click here to login or sign up here.
Email us
You can email us at contactus@optivo.org.uk (if urgent please call).
By telephone:
You can call us on
0800 121 60 60 or text us on
07786 204971.
We’re available 8am to 5pm Monday to Friday. We run an out-of-hours service for emergency repairs only outside of these times.
Please note: if you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.
Please click here to find out more about reporting repairs.
Reporting a repair if your landlord was previously Viridian Housing
If your home is a former Viridian Housing property, the easiest and quickest way to report any repairs is on MyAccount, your free and secure online service.
You can also report repairs by email, online chat or phone.
MyAccount
Our new online service lets you report repairs and also keep track of your rent and service charges online. Visit MyAccount.
Telephone:
Call us on 0330 123 0220*
Our customer service centre is open Monday to Friday from 8am – 6pm. We run an out-of-hours service for emergency repairs only outside of these times.
Please note: if you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.
Online chat:
You can talk to one of our advisors using our new chat facility. Please note, this service is available 9am – 5pm (Mon to Fri). Click here to chat now
Email:
You can email us at csclondon@optivo.org.uk.
Please click here to find out more about reporting repairs.
*Calls are charged at national rates.
Emergency repairs
An emergency repair is anything which causes immediate risk to your health and safety or has damaged the structure of your home.
Emergency repairs include things like:
- Severe flooding/uncontainable leaks
- Gas leaks (Southern Gas Networks)
- Complete electrical failure
- Board ups & securing property
- Passenger and Mobility lift breakdowns.
Our emergency repair service is ‘make safe’ only.
Who to call?
If you have an emergency repair, don’t report it online or in writing.
Please call us.
- If your landlord was previously AmicusHorizon, please call 0800 121 60 60.
- If your landlord was previously Viridian Housing, the number is 0330 123 0220.
We’re available to call from 8am to 5pm Monday to Friday.
Outside of these times, we run an out-of-hours service for emergency repairs only.
Please note: if you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.
Gas leaks
If you need to report a gas leak, please call National Grid on 0800 111999 or go online at
www.nationalgrid.com.
Electrical emergencies
If you need to report a powercut or electrical emergency, please contact The UK Power Network on 0800 31 63 105 or 105 or go online at
www.ukpowernetworks.co.uk/internet/en/contact-us/ Heating and gas repairs
If you have a problem with your heating, there are a few things you can do to try and get it working without the need for an engineer. We advise trying these steps before calling.
Click here to read more.
If you still have problems after trying these steps, please get in touch. How you contact us for gas or heating repair work may be different to how you report other repairs.
This depends on which organisation previously managed the property you live in (AmicusHorizon or Viridian Housing).
Not sure who to contact? Use the online postcode checking tool on this page to find out. Just pop in your postcode, select the ‘Look up postcode’ button and you’ll see if your previous landlord was AmicusHorizon or Viridian Housing. Once you know who to contact, click the appropriate blue box above to find out how to contact us about your repair.