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Brent Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Brent Council: the repairs phone number and emergency line, reporting a repair online, and how long the council has to fix it.
Service update. Brent says it’s getting more complaints than usual, so some complaint replies are taking longer than normal.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: brent.gov.uk
Has Brent Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Brent’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, Brent’s emergency line is here.
How to report
Reporting a repair to Brent Council
- 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 Brent misses its own target, complain. You may also be able to claim.
- Damp and mouldEmail bhmbuildingsafety@brent.gov.uk or call 020 8937 2400.
Emergency repairs
When to call Brent straight away
Phone Brent straight away if anything puts someone in danger or leaves your home unsafe. Open all day, every day of the year. Call if there’s a risk to life or your home. The number is in Brent’s repair contacts.
- 01A gas leak or dangerous electrical fault
- 02Major structural damage
- 03A serious security problem, such as a front door that won’t lock
- 04Loss of water or electricity
What counts as an emergency, from brent.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Brent.
Timescales
How long Brent Council has to fix it
Brent’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Brent’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursResponded to within 4 hours of you reporting it. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Brent says it will assess reports within 24 hours, investigate significant damp or mould within 10 working days, and do work to make your home safe within 5 working days of the inspection. It will give you a written report and action plan within 3 days of the visit. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from brent.gov.uk and Brent’s damp and mould page, 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 Brent Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Brent 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 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. In its recent decisions about Brent, it ordered between £300 and £1,000 in compensation.
How to complain to BrentYou 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.
- Stage 1
Complain to the council
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 the council to put things right.
Brent’s record
How Brent Council performs on repairs
of Brent tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Brent in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Brent Council
- How it handled concerns about outstanding repairs.Maladministration
£1,000 ordered - How it handled reports of drainage issues.Maladministration
£300 ordered
Sources: Brent tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Brent Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Brent Council repairs: questions
What is Brent Council’s repairs number?
020 8937 2400. Open all day, every day of the year. Call if there’s a risk to life or your home.
What is Brent Council’s emergency or out of hours repairs number?
020 8937 2400 (Repairs line). Open all day, every day of the year. Call if there’s a risk to life or your home.
Can I report a repair to Brent Council online?
Yes, at customerportal.brent.gov.uk. Report a non-urgent repair and book an appointment through Tenant services in My Account. You need an account.
How long does Brent Council have to fix a repair?
Its own targets run from 4 hours (emergency) to 4 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Brent 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. Brent’s own damp and mould commitment: Brent says it will assess reports within 24 hours, investigate significant damp or mould within 10 working days, and do work to make your home safe within 5 working days of the inspection. It will give you a written report and action plan within 3 days of the visit.
How do I complain about a repair to Brent Council?
Complain to the council first, online or by phone on 020 8937 2400. 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.
Are there any problems with Brent Council’s repairs service right now?
When we last checked (5 October 2026), Brent said: Brent says it’s getting more complaints than usual, so some complaint replies are taking longer than normal. The other ways to report are in Brent’s repair contacts on this page.
Can I claim compensation from Brent 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 Brent Council for you. It’s free to check.
Start your claimIs Report Repair part of Brent Council?
No. Report Repair is independent and not part of Brent Council or any council or housing association. We show Brent’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
Not Brent?
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Reported a repair to Brent Council and still waiting?
About 2 minutes. No documents. Free to check.