Independent · not part of BCHA
BCHA repairs: how to report a repair, phone numbers and timescales
How to report a repair to BCHA: the repairs phone number and emergency line, and how long BCHA has to fix it. BCHA’s own target for routine repairs is 21 working days.
Other names: Bournemouth Churches Housing Association
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: bcha.org.uk
Has BCHA been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet BCHA’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, BCHA’s emergency line is here.
How to report
Reporting a repair to BCHA
- 01Phone the repairs line. 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 BCHA misses its own target, complain. You may also be able to claim.
- Emailrepairs@bcha.org.uk (monitored Monday to Friday, 9am to 5pm; not for emergencies). You can send photos of damp or mould here.
Emergency repairs
When to call BCHA straight away
Phone BCHA straight away if anything puts someone in danger or leaves your home unsafe. 24-hour line, seven days a week. Always phone for emergencies. The number is in BCHA’s repair contacts.
- 01Explosions, such as boilers or heaters
- 02Flooding, such as a burst water pipe
- 03Total loss of electricity or water
- 04Broken lifts
- 05Complete loss of heating or hot water if you’re registered disabled or have a child under 5
- 06Faulty main entrance door or windows that leave the home insecure
What counts as an emergency, from bcha.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell BCHA.
Timescales
How long BCHA has to fix it
BCHA’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | BCHA’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend within 4 hours to make safe, full repair within 24 hours. Out of hours it may only be made safe, with work finished the next working day. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 21 working daysSome jobs need a surveyor to inspect first. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | If treating mould yourself hasn’t worked, call the repairs team and it will book a damp inspection; you can email photos to repairs@bcha.org.uk. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from bcha.org.uk and BCHA’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 21 working days ago? That’s past BCHA’s own target. You could claim compensation.
Start your claimYour options
If BCHA doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with BCHA 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 BCHA
This can get BCHA to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order BCHA to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to BCHA
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to BCHA
Acknowledged within 2 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Ask within 28 days. Looked at by a director, aiming to resolve it within 15 working days.
- Then
Housing Ombudsman
Independent. It can order BCHA to put things right.
BCHA’s record
How BCHA performs on repairs
Sep 2025: The regulator found some weaknesses, including board oversight of anti-social behaviour, limited tenant scrutiny and slow complaint responses, though repairs and safety checks were found to be working.
of BCHA tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 24 September 2025; BCHA tenant satisfaction measures 2024/25.
Contacts
BCHA’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
BCHA repairs: questions
What is BCHA’s repairs number?
01202 410500. 24-hour line, seven days a week. Always phone for emergencies.
What is BCHA’s emergency or out of hours repairs number?
01202 410500 (Repairs line). 24-hour line, seven days a week. Always phone for emergencies.
How long does BCHA have to fix a repair?
Its own targets run from 24 hours (emergency) to 21 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for BCHA tenants?
Since 27 October 2025, BCHA 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. BCHA’s own damp and mould commitment: If treating mould yourself hasn’t worked, call the repairs team and it will book a damp inspection; you can email photos to repairs@bcha.org.uk.
How do I complain about a repair to BCHA?
Complain to BCHA first, online, by email (complaints@bcha.org.uk) or by phone on 01202 410500. Acknowledged within 2 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 BCHA?
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 BCHA for you. It’s free to check.
Start your claimIs Report Repair part of BCHA?
No. Report Repair is independent and not part of BCHA or any council or housing association. We show BCHA’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 BCHA has to fix, by problem
Not BCHA?
Other landlords in the South of England
- BCP Council repairsCouncil
- bpha repairsHousing association
- Brentwood Borough Council repairsCouncil
- Brighter Places repairsHousing association
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to BCHA and still waiting?
About 2 minutes. No documents. Free to check.