Independent · not part of Bournville Village Trust
Bournville Village Trust repairs: how to report a repair, phone numbers and timescales
How to report a repair to Bournville Village Trust: the repairs phone number and emergency line, reporting a repair online, and how long Bournville Village Trust has to fix it.
Other names: Bournville Trust, Bournville Works Housing Society, Bournville Almshouse Trust
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: bvt.org.uk
Has Bournville Village Trust been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Bournville Village Trust’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, Bournville Village Trust’s emergency line is here.
How to report
Reporting a repair to Bournville Village Trust
- 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 Bournville Village Trust misses its own target, complain. You may also be able to claim.
- Emailrepairs@bvt.org.uk (monitored 8.30am to 5pm, Monday to Friday)
Emergency repairs
When to call Bournville Village Trust straight away
Phone Bournville Village Trust straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8.30am to 5pm; outside these hours the same number goes to the out-of-hours emergency service. The number is in Bournville Village Trust’s repair contacts.
- 01Anything that puts your household’s health, safety or security at immediate risk
- 02Damage to the structure of your home
- 03Water leak you can’t control
- 04No heating between 31 October and 1 May
What counts as an emergency, from bvt.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Bournville Village Trust.
Timescales
How long Bournville Village Trust has to fix it
Bournville Village Trust’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Bournville Village Trust’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 daysCalendar days. For example a blocked sink or a shower that isn’t working. | No fixed legal limit unless it’s a hazard |
| Non-urgent | 28 daysCalendar days. | No fixed legal limit unless it’s a hazard |
| Major | 90 daysCalendar days. Larger jobs needing special parts or trades. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Inspect within 14 calendar days of your report; repairs done within 24 hours where damp and mould affects your breathing, and within 7 days if a medical professional says it is a risk to your health. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from bvt.org.uk and Bournville Village Trust’s damp and mould page, checked 9 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 Bournville Village Trust doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Bournville Village Trust 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 Bournville Village Trust
This can get Bournville Village Trust to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Bournville Village Trust to put things right.
How to complain to Bournville Village TrustYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Bournville Village Trust
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Bournville Village Trust
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 Bournville Village Trust to put things right.
Bournville Village Trust’s record
How Bournville Village Trust performs on repairs
Sep 2025: After an inspection, the regulator found BVT is delivering the consumer standards, with an effective and timely repairs service, accurate stock records and prompt complaint handling.
of Bournville Village Trust tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Bournville Village Trust in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 24 September 2025; Bournville Village Trust tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Bournville Village Trust’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Bournville Village Trust repairs: questions
What is Bournville Village Trust’s repairs number?
0300 333 6540. Monday to Friday 8.30am to 5pm; outside these hours the same number goes to the out-of-hours emergency service.
What is Bournville Village Trust’s emergency or out of hours repairs number?
0300 333 6540 (Repairs and emergencies). Monday to Friday 8.30am to 5pm; outside these hours the same number goes to the out-of-hours emergency service.
Can I report a repair to Bournville Village Trust online?
Yes, at bvt.org.uk/your-home/reporting-a-repair. Online form for non-emergency repairs. Phone for emergencies.
How long does Bournville Village Trust have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Bournville Village Trust tenants?
Since 27 October 2025, Bournville Village Trust 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. Bournville Village Trust’s own damp and mould commitment: Inspect within 14 calendar days of your report; repairs done within 24 hours where damp and mould affects your breathing, and within 7 days if a medical professional says it is a risk to your health.
How do I complain about a repair to Bournville Village Trust?
Complain to Bournville Village Trust first, online, by email (feedback@bvt.org.uk) or by phone on 0300 333 6540. 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 Bournville Village Trust?
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 Bournville Village Trust for you. It’s free to check.
Start your claimIs Report Repair part of Bournville Village Trust?
No. Report Repair is independent and not part of Bournville Village Trust or any council or housing association. We show Bournville Village Trust’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 Bournville Village Trust has to fix, by problem
Not Bournville Village Trust?
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Reported a repair to Bournville Village Trust and still waiting?
About 2 minutes. No documents. Free to check.