High Call Volumes

We are currently experiencing high call volumes and long hold times are expected. For more information about when it’s best to call please click here.

You can also request a same day call back from the contact centre via the menu options when calling us, if you would prefer not to wait in a queue.

To report a non-emergency repair or issue online, please use our customer portal Your Platform.

We apologise for any inconvenience caused. Thank you for your patience and understanding.

Customers With Outstanding Repairs

Please be reassured that we are working hard to get on top of our repairs backlog and thank you for your cooperation.

Over the coming weeks you may receive an automated phone call or text from us asking for information about any outstanding repairs you may have reported prior to 23 May 2022. You will be asked to respond to a question which will assist us with our data and will enable us to schedule in the repair as soon as we can.  If your repair has been completed or is no longer required you will be given the option to record this. 

We appreciate that some of our customers may have been waiting several months for a repairs appointment. Please be reassured that we are working hard to get on top of our repairs backlog and thank you for your cooperation.


Emergency Repairs

Emergency repairs

We aim to respond and attend to all emergency repairs within 24 hours; the average wait year to date is approximately 10 hours.

What is an emergency repair?

An emergency repair is classed as something that is a threat to life or property and includes the following:

  • A complete loss of water supply;
  • Major leaks which cannot be contained;
  • A blocked toilet where there is only one toilet in your home;
  • A complete power failure;
  • A complete loss of hot water for those customers who we consider to be vulnerable, for example, those with very young children, the elderly or those with medical needs;
  • An unsecured home, for example, external doors or windows broken or damage to the actual structure of the house;
  • Failed smoke or CO2 alarms;
  • A complete loss of heating from 1 November until 30 April.

What can you do to help?

As we approach the winter months we anticipate an increase in emergency call outs. We have already been running several awareness campaigns on our social media channels to highlight some of the issues which may lead to emergency call outs and we are now reminding customers of what classifies as an emergency.

We’d like to thank you for your continued support and understanding.

Repairs can be reported on our customer portal, Your Platform

Emergency repairs can be reported 24/7/365 on 0333 200 7304.

If you suspect you have a gas leak, you must phone the gas emergency number on 0800 111 999 and ensure you are safe before calling us.

In An Emergency, Please Call Us On 0333 200 7304

Emergency Repairs/Emergency Housing Issue

Our contact centre is open 24/7/365 for emergency calls on 0333 200 7304, whether it's an emergency repair or other serious housing issue.

Immediate danger or feel threatened

If you are in immediate danger or feel threatened, please make sure you are safe and call 999 and speak to the relevant emergency service before calling us.

Gas leak

If you suspect you have a gas leak, you must phone the gas emergency number on 0800 111 999 and ensure you are safe before calling us.


Please don't report emergencies via email or webform, as this may delay us and mean we can't respond as quickly.#

General enquiries

If you are a Platform customer, the simplest and easiest way to contact us about a non-urgent repair or housing matter is via our Customer Portal, our online web chat service or by completing an enquiry form via this website.
Alternatively, should you wish to contact us by phone you can do so on 0333 200 7304 (please note our call waiting times can vary depending on when you call us).

Carbon Monoxide Poisoning: Advice, Symptoms & Who To Call

What is carbon monoxide (CO)?

Carbon monoxide (CO) is a highly poisonous gas produced by the incomplete burning of natural gas or liquefied petroleum gas (LPG). This can happen when a gas appliance has been incorrectly fitted, badly repaired or poorly maintained. It can also occur if flues, chimneys or vents are blocked. Solid fuels, such as coal, wood, petrol, as well as oil, can also produce carbon monoxide when they burn.

CO can be deadly and is especially dangerous because you can’t see, taste or smell it, and some symptoms mimic the effects of viruses and even a bad hangover. It’s important to know the physical symptoms of CO poisoning to ensure you seek help quickly.

What are the physical symptoms of CO poisoning?

CO poisoning occurs when you breathe in CO and it replaces the oxygen in your bloodstream, causing body tissue and cells to die. Even small amounts of the gas can cause poisoning, and long term exposure can result in paralysis, brain damage and death.

CO poisoning symptoms are similar to those of flu, food poisoning, viral infections, fatigue, and a hangover which makes it easy to mistake this very dangerous poisoning for something else.

The six main symptoms to look out for are:

  1. Headaches
  2. Dizziness
  3. Nausea
  4. Breathlessness
  5. Collapse
  6. Loss of consciousness

Anybody who has overdone it on a night out will be familiar with some or all of those symptoms, but if you experience them without drinking it’s time to be concerned. Being aware of these symptoms could save your life.

There are also other signs that could indicate CO poisoning, such as:

  • Symptoms occur when you are at home but seem to disappear when you leave.
  • Others in your household (including pets) are experiencing similar symptoms at a similar time.

It’s important to know the signs of a carbon monoxide leak in your home, because knowing the signs can ensure you aren’t exposed to dangerous levels of CO for an extended period of time.

What are the signs of a carbon monoxide leak?

Any of the following could be a sign of CO in your home:

  • Floppy yellow or orange flame on your gas hob, rather than crisp blue
  • Dark, sooty staining on or around gas appliances
  • Pilot lights that frequently blow out
  • Increased condensation inside windows

If you detect any of these signs, please contact a Gas Safe registered engineer immediately to come and inspect your gas appliances and flues. If you are a Platform rented customer and we are responsible for your repairs, please contact us 0333 200 7304 to report an emergency repair, or - if you think there is an immediate danger - call the Gas Emergency Helpline on 0800 111 999. Once any immediate danger is addressed you will need to contact Platform to arrange for a further inspection and reinstatement of service.

If you are a leaseholder, shared owner or otherwise responsible for your own repairs, you can find engineers who are qualified to investigate the presence of CO on the Check The Register page of the Gas Safe Register website.

What to do if you suspect CO poisoning

  • Don’t delay - get fresh air immediately.
  • Open doors and windows, turn off gas appliances and leave the house.
  • See your doctor immediately or go to hospital. They can do a blood or breath test to check and can advise if you need treatment for CO poisoning.
  • If you think there is an immediate danger, call the Gas Emergency Helpline on 0800 111 999 (this number is free from all UK landlines and mobiles)

You can also visit the NHS website for detailed information on the symptoms of CO poisoning, what action to take and the treatment that’s usually provided.

Customers - Your Platform Portal

Customers can contact us using our customer portal, Your Platform.

With Your Platform you can:

  • Report Urgent and Routine Repairs

  • Make General Housing Enquires

  • Report Anti-Social Behaviour

  • Check your account balance and transactions

  • Give us feedback on how we are doing

  • Get up to date information on Platform Housing

Please register for Your Platform at your.platformhg.com.

You can also contact us via the web forms below:

Change Your Annual Gas Service

Please note if you need to change an appointment for your annual gas service you will need to contact 0333 200 7304, this is to ensure that your annual gas safety check is booked within the required legislative period.

We contact customers via automated telephone calls to confirm the time and date of their service. These phone calls will come from 0121 368 0816 or 0121 368 2145. Please follow the instructions for re-scheduling and the call will be transferred to Platform.

Platform will never ask you for bank details or personal information via automated phone calls or text messages.

Change or Cancel a Repair

If you need to change or cancel a repair you must contact us and let us know.

Please note if you need to change an appointment for your annual gas service you will need to contact 0333 200 7304, this is to ensure that your annual gas safety check is booked within the required legislative period.

If you need to change a repair's appointment booked for today or within the next 4 days you must call our contact centre 0333 200 7304 and select option 1, then option 2 for the contact centre. For all other appointments outside of the 4 day period please use this form and one of our team will be in touch with further details where applicable.

Please click here to change or cancel a repair.

Customers - Shared Ownership and Leasehold

We are getting our customer portal, Your Platform, ready for our Shared Ownership/Leasehold customers. Please do not register for Your Platform at this time - please use the forms below instead.

Non-Customers - Repairs/Anti Social Behaviour/General Enquiries

If you’re not a Platform customer please use the forms below to contact us about communal repairs, anti-social behaviour, or general enquiries:

Complaints, Comments and Compliments Form

Click here to download and read our  Complaints Comments and Compliments Policy.pdf [pdf] 479KB

If you wish to leave us feedback about our services then please click the link below, please note this form should not be used if you wish to report an issue with a neighbour. To report concerns about a neighbour please use the Anti-Social Behaviour Reporting form above.

Please click here to provide feedback.

By Post

The address of our head office is:

Platform Housing Group, 1700 Solihull Parkway, Birmingham Business Park, Solihull B37 7YD

Please note that due to the current pandemic, post may take longer to arrive and process than normal. If your enquiry is urgent and can be processed by a digital method such as email or web-form, we would recommend this where possible. If you are not sure how best to get in touch, please feel free to call us and a member of our team will be happy to advise you of what can be done or arrange a call-back.

For the service of legal documents please refer to our Legal Information page.  


Media Enquiries

For media enquiries, you can make contact with us at comms@platformhg.com 

Social Media

Here at Platform, we have several social media pages which we would be pleased to see all our customers follow and to provide you with up to date news, announcements, achievements, and information on our services and what's happening in your community.


Platform Housing Group
This is our corporate page where you will see news about the company, our policies, strategies and reports and where we will support national campaigns with our customers in mind.
Platform Housing Communities
This page is all about your community!
Here our Communities Teams will post about what events and informative workshops are happening in your local area, what they are involved in, where you can get involved and links to groups and organisations.
Platform Home Ownership
For anyone looking to get a step onto the property ladder, we offer a shared ownership scheme, and this page details properties available and new development schemes.


Platform Housing Group
Here you can see what's happening everyday from where we are speaking at national level and sharing our expertise to what our Panels are talking about and the career opportunities we have.
You'll also find our regular community conversation blogs, what our teams are doing in local communities and information and advice on a whole host of areas.
Platform Home Ownership
This is where you'll see what shared ownership properties are available and the new developments.


Platform Housing Communities
Stay up to date with all the latest information and find out what we're doing in your local community.

Platform Home Ownership
All the details of the shared ownership new build homes across the Midlands and Lincolnshire.


Platform Housing Group
Keep up to date with all the latest business from career opportunities, new developments, sector advice, new initiatives, awards, company appointments and more.


Platform Housing Group
Take a look at information videos, our panel members and more.


Social Media House Rules

We want you to engage with us on social media, but we reserve the right to remove posts without notice when our house rules aren't observed. We may also block users without explanation if our guidelines are breached. To ensure our social media profiles remain tasteful, open and accessible to everyone, we ask that users do not post offensive comments or 'spam' links or images.

We will not tolerate aggressive or offensive behaviour in our online communities. This includes posts that contain swearing or libellous statements. We reserve the right to remove any postings that break our basic guidelines.

Please do not use our profiles to:

Post offensive content. We will treat a post as offensive and delete it if it contains abuse, swearing, personal attacks or threats, or if it is libellous or discriminatory or seeks to harass in any way.

Post content copied from elsewhere, for which you do not own the copyright

Publicise personal contact information or infringe upon personal privacy

Impersonate another person, or an organisation that you do not represent.

Monitoring and responding

We monitor our main accounts in office hours from Monday to Friday. We read messages and will reply to them where appropriate, but we can't reply to every message we receive.

If you contact us requesting our help, we will try to assist you wherever possible.

However, if your request is serious or urgent or we are unable to help you on social media, we will ask you to contact our customer service team directly. We are also unable to deal with requests on social media which require us to ask you for personal details.

Please do not rely on our social media profiles to raise concerns, as they are not continuously monitored and may not be the most appropriate platform to contact us on.

Likes, follows and shares

We carefully choose who we follow, like and share content from but we cannot follow, like or share everything requested or received.

We sometimes follow, like or share content we think is of interest or benefit to our customers, but this does not mean that we endorse the originating person or organisation.


Accessibility Formats

If you need information on this website in a different format such as accessible PDF, large print, Easy Read, audio recording, British Sign Language or braille, please click here to let us know.