Independent · not part of Black Country Housing Group
Black Country Housing Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Black Country Housing Group: the repairs phone number and emergency line, reporting a repair online, and how long BCHG has to fix it. BCHG’s own target for routine repairs is 20 working days.
Other names: Black Country Homeforce
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: bchg.co.uk
Has Black Country Housing Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet BCHG’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, BCHG’s emergency line is here.
How to report
Reporting a repair to Black Country Housing Group
- 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 BCHG misses its own target, complain. You may also be able to claim.
- EmailEmail homeforcejobs@bchg.co.uk, 24/7.
- BCHG OnlineReport damp and mould, or check a repair’s progress, through the BCHG Online customer portal or the tenant app.
Emergency repairs
When to call BCHG straight away
Phone BCHG straight away if anything puts someone in danger or leaves your home unsafe. Black Country Homeforce repairs team, 8am to 5pm; emergencies (including gas and heating) can be reported on this number 24 hours a day. The number is in BCHG’s repair contacts.
- 01No heating or hot water
- 02Major water leaks or flooding
- 03Dangerous electrical faults
- 04Outside doors or windows that won’t lock
- 05Structural damage
- 06Anything else that makes the home dangerous or insecure to live in
What counts as an emergency, from bchg.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell BCHG.
Timescales
How long Black Country Housing Group has to fix it
BCHG’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | BCHG’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Damp, mould or condensation inspected within 7 working days (sooner if urgent), with a written summary within 3 working days of the inspection. Homes made safe within 24 hours in emergencies, or within 5 working days for other significant hazards. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from bchg.co.uk and BCHG’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 20 working days ago? That’s past BCHG’s own target. You could claim compensation.
Start your claimYour options
If Black Country Housing Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with BCHG 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 BCHG
This can get BCHG to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order BCHG to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to BCHG
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to BCHG
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order BCHG to put things right.
BCHG’s record
How Black Country Housing Group performs on repairs
of BCHG tenants were satisfied with the repairs service in 2024/25.
Contacts
Black Country Housing Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Black Country Housing Group repairs: questions
What is Black Country Housing Group’s repairs number?
0300 555 0302. Black Country Homeforce repairs team, 8am to 5pm; emergencies (including gas and heating) can be reported on this number 24 hours a day.
What is Black Country Housing Group’s emergency or out of hours repairs number?
0300 555 0302 (Repairs line). Black Country Homeforce repairs team, 8am to 5pm; emergencies (including gas and heating) can be reported on this number 24 hours a day.
Can I report a repair to Black Country Housing Group online?
Yes, at bchg.mycognitoiq.com. Digital repairs service for non-urgent repairs. You need to activate a separate repairs account.
How long does Black Country Housing Group have to fix a repair?
Its own targets run from 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 Black Country Housing Group tenants?
Since 27 October 2025, BCHG 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. BCHG’s own damp and mould commitment: Damp, mould or condensation inspected within 7 working days (sooner if urgent), with a written summary within 3 working days of the inspection. Homes made safe within 24 hours in emergencies, or within 5 working days for other significant hazards.
How do I complain about a repair to Black Country Housing Group?
Complain to BCHG first, online, by email (feedback@bchg.co.uk) or by phone on 0121 561 1969. It should acknowledge your complaint within 5 working days and reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Black Country Housing Group?
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 Black Country Housing Group for you. It’s free to check.
Start your claimIs Report Repair part of Black Country Housing Group?
No. Report Repair is independent and not part of Black Country Housing Group or any council or housing association. We show BCHG’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 BCHG has to fix, by problem
Not BCHG?
Other landlords in the Midlands
- Amplius repairsHousing association
- Bolsover District Council repairsCouncil
- Bournville Village Trust repairsHousing association
- Broxtowe Borough Council repairsCouncil
- Cannock Chase District Council repairsCouncil
- Citizen repairsHousing association
- Midland Heart repairsHousing association
- Platform Housing Group repairsHousing association
Reported a repair to Black Country Housing Group and still waiting?
About 2 minutes. No documents. Free to check.