Independent · not part of Ashford Borough Council
Ashford Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Ashford Borough Council: the repairs phone numbers and emergency line, reporting a repair online, and how long the council has to fix it. The council’s own target for routine repairs is 28 working days.
Other names: ABC Housing
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: ashford.gov.uk
Has Ashford Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Ashford’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Ashford’s emergency line is here.
How to report
Reporting a repair to Ashford Borough Council
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Ashford misses its own target, complain. You may also be able to claim.
- EmailNon-emergency repairs: housing.repairs@ashford.gov.uk. Heating and hot water: SCS.callcentre@sureserve.co.uk
- Tenants Portal and My Ashford appRegister to report repairs through the Tenants Portal or the My Ashford app.
- Damp and mouldUse the council’s damp and mould form, email damphelp@ashford.gov.uk or call the repairs team on 01233 330366.
Emergency repairs
When to call Ashford straight away
Phone Ashford straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 8.30am to 4pm. The same number takes emergencies out of hours, at weekends and on bank holidays. The number is in Ashford’s repair contacts.
- 01Total loss of electricity, or a dangerous electrical fault
- 02Total loss of water or a major leak, such as a burst pipe
- 03Your only toilet cannot be used at all
- 04A blocked drain or serious sewage leak
- 05No heating in winter with no other heating available
- 06An outside door or window that cannot be secured
- 07Any other repair that puts you, the public or the building at risk
What counts as an emergency, from ashford.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Ashford.
Timescales
How long Ashford Borough Council has to fix it
Ashford’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Ashford’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 2 to 24 hoursAttended within 2 or 24 hours depending on urgency; may be made safe first. | Emergency hazards: investigate and make safe within 24 hours |
| Routine – priority | 7 daysSerious inconvenience, or the Right to Repair timescale if shorter. | No fixed legal limit unless it’s a hazard |
| Routine – general | 28 working days | No fixed legal limit unless it’s a hazard |
| Planned | 90 daysFor example clearing gutters or replacing window seals. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | The council asks tenants to report damp and mould as soon as possible and says it will investigate every report to check whether it is caused by a defect in the home. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from ashford.gov.uk and Ashford’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past Ashford’s own target. You could claim compensation.
Start your claimYour options
If Ashford Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Ashford for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right.
How to complain to AshfordYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to the council
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply from a Head of Service or more senior officer within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Ashford’s record
How Ashford Borough Council performs on repairs
Aug 2024: After the council referred itself, the regulator found serious failings, including overdue electrical safety checks, unfinished fire safety work, missing smoke and carbon monoxide alarms, no full stock condition survey for over 10 years, and complaints not recorded consistently.
of Ashford tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Ashford in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 9 August 2024; Ashford tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Ashford Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Ashford Borough Council repairs: questions
What is Ashford Borough Council’s repairs number?
01233 330366 (Repairs line) or 0800 206 1371 (Heating and hot water repairs). Weekdays 8.30am to 4pm. The same number takes emergencies out of hours, at weekends and on bank holidays.
What is Ashford Borough Council’s emergency or out of hours repairs number?
01233 330366 (Repairs line). Weekdays 8.30am to 4pm. The same number takes emergencies out of hours, at weekends and on bank holidays.
Can I report a repair to Ashford Borough Council online?
Yes, at ashford.gov.uk/report-a-repair. Step-by-step online form for non-emergency repairs, available 24 hours a day. You can upload photos.
How long does Ashford Borough Council have to fix a repair?
Its own targets run from 2 to 24 hours (emergency) to 90 days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Ashford Borough Council tenants?
Since 27 October 2025, the council must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Ashford’s own damp and mould commitment: The council asks tenants to report damp and mould as soon as possible and says it will investigate every report to check whether it is caused by a defect in the home.
How do I complain about a repair to Ashford Borough Council?
Complain to the council first, online, by email (housingresolutions@ashford.gov.uk) or by phone on 01233 331111. Acknowledged within 5 working days, with a reply within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Ashford Borough Council?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Ashford Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Ashford Borough Council?
No. Report Repair is independent and not part of Ashford Borough Council or any council or housing association. We show Ashford’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What the council has to fix, by problem
Not Ashford?
Other landlords in the South of England
- Aster Group repairsHousing association
- B3Living repairsHousing association
- Babergh and Mid Suffolk councils repairsCouncil
- Basildon Council repairsCouncil
- Bristol City Council repairsCouncil
- Norwich City Council repairsCouncil
- Portsmouth City Council repairsCouncil
- Southampton City Council repairsCouncil
Reported a repair to Ashford Borough Council and still waiting?
About 2 minutes. No documents. Free to check.