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What you can claim for

  1. 01Damp and mould
  2. 02Leaks
  3. 03Heating or hot water
  4. 04Electrics
  5. 05Windows or doors
  6. 06Pests
  7. 07Structure or roof
  8. 08Something else

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Report Repair · FCA authorised, FRN 830182

Independent · not part of BCP Council

BCP Council repairs: how to report a repair, phone numbers and timescales

How to report a repair to BCP Council: the repairs phone number and emergency line, and how long the council has to fix it. The council’s own target for routine repairs is 20 working days.

Other names: Bournemouth, Christchurch and Poole Council, Bournemouth Christchurch and Poole Council

By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: bcpcouncil.gov.uk

Your repairCouncil tenants

Has BCP Council been told about the repair?

Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet BCP’s repair contacts

Free 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, BCP’s emergency line is here.

How to report

Reporting a repair to BCP Council

  1. 01Phone the repairs line. Emergencies are by phone only.
  2. 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
  3. 03Get a reference number. Write it down with the date, and keep photos of the problem.
  4. 04Chase it if it’s late. If BCP misses its own target, complain. You may also be able to claim.

Emergency repairs

When to call BCP straight away

Phone BCP straight away if anything puts someone in danger or leaves your home unsafe. For all repairs. Emergencies must be phoned in on this number, including outside office hours. The number is in BCP’s repair contacts.

  • 01Loss of all electrical power in your home
  • 02Loss of all heating and hot water
  • 03Blocked toilet
  • 04Major leaks or flooding
  • 05Front door broken so it can’t be locked

What counts as an emergency, from bcpcouncil.gov.uk.

Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell BCP.

Timescales

How long BCP Council has to fix it

BCP’s own targets, next to the legal limits under Awaab’s Law.

Type of repairBCP’s targetLegal limit (Awaab’s Law)
Emergency4 or 24 hoursCompleted within 4 or 24 hours of being reported, depending on the problem.Emergency hazards: investigate and make safe within 24 hours
Urgent5 working daysNo fixed legal limit unless it’s a hazard
Routine20 working daysNo fixed legal limit unless it’s a hazard
Damp and mould that’s a significant riskBCP Homes will ask questions to understand the problem and arrange a visit to inspect and treat mould where needed. It responds within 24 hours if there is an urgent health or safety risk.Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days

Targets from bcpcouncil.gov.uk and BCP’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.

Reported a routine repair more than 20 working days ago? That’s past BCP’s own target. You could claim compensation.

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Your options

If BCP Council doesn’t fix it: your options

Claim compensation

Make a disrepair claim

A law firm on our panel takes it up with BCP 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 fees

Complain

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 BCP

You 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.

  1. Stage 1

    Complain to the council

    Acknowledged within 5 working days, with a reply within 10 working days.

  2. Stage 2

    Ask for a review

    Acknowledged within 5 working days, with a reply within 20 working days.

  3. Then

    Housing Ombudsman

    Independent. It can order the council to put things right.

BCP Council complaints and claimsEnvironmental Health in Bournemouth, Christchurch and Poole

BCP’s record

How BCP Council performs on repairs

Regulator gradeC1

Jan 2026: The regulator found BCP is delivering the consumer standards: most repairs are done on time, it has a dedicated damp and mould team, safety checks are in place and complaints are now handled on time.

Happy with repairs81%

of BCP tenants were satisfied with the repairs service in 2024/25.

Ombudsman73%

of the Ombudsman’s findings about BCP in 2024/25 were maladministration.

Sources: Regulator of Social Housing judgement, 28 January 2026; BCP tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.

Contacts

BCP Council’s repair contacts

Report to BCP CouncilCouncil tenants
Repairs line0800 028 1870For all repairs. Emergencies must be phoned in on this number, including outside office hours.
Ask for a reference number and keep it.

Reported it and still waiting? You could claim compensation.

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Questions

BCP Council repairs: questions

What is BCP Council’s repairs number?

0800 028 1870. For all repairs. Emergencies must be phoned in on this number, including outside office hours.

What is BCP Council’s emergency or out of hours repairs number?

0800 028 1870 (Repairs line). For all repairs. Emergencies must be phoned in on this number, including outside office hours.

How long does BCP Council have to fix a repair?

Its own targets run from 4 or 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.

What does Awaab’s Law mean for BCP 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. BCP’s own damp and mould commitment: BCP Homes will ask questions to understand the problem and arrange a visit to inspect and treat mould where needed. It responds within 24 hours if there is an urgent health or safety risk.

How do I complain about a repair to BCP Council?

Complain to the council first, online, by email (bcphomes.complaints@bcpcouncil.gov.uk) or by phone on 0800 028 1870. 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 BCP 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 BCP Council for you. It’s free to check.

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Is Report Repair part of BCP Council?

No. Report Repair is independent and not part of BCP Council or any council or housing association. We show BCP’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

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