Independent · not part of Bernicia
Bernicia repairs: how to report a repair, phone numbers and timescales
How to report a repair to Bernicia: the repairs phone number and emergency line, reporting a repair online, and how long Bernicia has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: bernicia.com
Has Bernicia been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Bernicia’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, Bernicia’s emergency line is here.
How to report
Reporting a repair to Bernicia
- 01Phone or report online. You’ll need an account to 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 Bernicia misses its own target, complain. You may also be able to claim.
- Emailrepairs@bernicia.com
- In personCall in at a Bernicia office, Monday to Friday 9am to 5pm.
Emergency repairs
When to call Bernicia straight away
Phone Bernicia straight away if anything puts someone in danger or leaves your home unsafe. Repairs Monday to Thursday 8.30am to 5pm (9am on Tuesday) and Friday 8.30am to 4.30pm. The same number takes emergencies 24 hours a day. The number is in Bernicia’s repair contacts.
- 01No electricity at all
- 02Serious flooding or a serious leak
- 03No cold water at all
- 04A lift breakdown
- 05Damaged doors or windows that leave the home insecure
- 06A dangerous structure
- 07Dangerous electrical fittings
What counts as an emergency, from bernicia.com.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Bernicia.
Timescales
How long Bernicia has to fix it
Bernicia’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Bernicia’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursOut of hours, only where there is a risk to life, limb or the building, or a vulnerable tenant. Often a temporary repair to make safe. | Emergency hazards: investigate and make safe within 24 hours |
| Standard | 30 working daysBooked at an appointment agreed with you. | No fixed legal limit unless it’s a hazard |
| Batched | 90 working daysLarger jobs grouped into a programme, such as fencing, brickwork or guttering. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Anything posing a serious and immediate risk is investigated within 24 hours. For serious damp and mould, Bernicia investigates within 10 working days, sends a written summary within 3 working days, makes the home safe within 5 working days and starts any further work within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from bernicia.com, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Bernicia doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Bernicia 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 Bernicia
This can get Bernicia to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Bernicia to put things right. In its recent decisions about Bernicia, it ordered £200 in compensation.
How to complain to BerniciaYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Bernicia
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Bernicia
Bernicia will call you within 5 working days to acknowledge it, with a reply within 10 working days.
- Stage 2
Ask for a review
A review by a Head of Service or Director, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Bernicia to put things right.
Bernicia’s record
How Bernicia performs on repairs
of Bernicia tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Bernicia in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Bernicia
- How it handled reported repairs to the front and back doors and windows.Maladministration
£200 ordered
Sources: Bernicia tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Bernicia’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Bernicia repairs: questions
What is Bernicia’s repairs number?
0344 800 3800. Repairs Monday to Thursday 8.30am to 5pm (9am on Tuesday) and Friday 8.30am to 4.30pm. The same number takes emergencies 24 hours a day.
What is Bernicia’s emergency or out of hours repairs number?
0344 800 3800 (Repairs and emergencies). Repairs Monday to Thursday 8.30am to 5pm (9am on Tuesday) and Friday 8.30am to 4.30pm. The same number takes emergencies 24 hours a day.
Can I report a repair to Bernicia online?
Yes, at my.bernicia.com. Report a repair through the MyBernicia tenant portal. You need to log in.
How long does Bernicia have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 working days (batched). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Bernicia tenants?
Since 27 October 2025, Bernicia 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. Bernicia’s own damp and mould commitment: Anything posing a serious and immediate risk is investigated within 24 hours. For serious damp and mould, Bernicia investigates within 10 working days, sends a written summary within 3 working days, makes the home safe within 5 working days and starts any further work within 12 weeks.
How do I complain about a repair to Bernicia?
Complain to Bernicia first, online. Bernicia will call you within 5 working days to acknowledge it, 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 Bernicia?
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 Bernicia for you. It’s free to check.
Start your claimIs Report Repair part of Bernicia?
No. Report Repair is independent and not part of Bernicia or any council or housing association. We show Bernicia’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 Bernicia has to fix, by problem
Not Bernicia?
Other landlords in the North of England
- Beyond Housing repairsHousing association
- Blackpool Council repairsCouncil
- Bolton at Home repairsHousing association
- Broadacres repairsHousing association
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Bernicia and still waiting?
About 2 minutes. No documents. Free to check.