Independent · not part of Brentwood Borough Council
Brentwood Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Brentwood Borough Council: the repairs phone number and emergency line, and how long the council has to fix it. The council’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: brentwood.gov.uk
Has Brentwood Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Brentwood’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, Brentwood’s emergency line is here.
How to report
Reporting a repair to Brentwood Borough Council
- 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 Brentwood misses its own target, complain. You may also be able to claim.
- EmailEmail your name, address, contact details and the repair to brentwoodrepairs@axiseurope.com.
Emergency repairs
When to call Brentwood straight away
Phone Brentwood straight away if anything puts someone in danger or leaves your home unsafe. Choose option 2 (council service), option 2 (housing), then option 1 (repairs) to reach Axis, the council’s repairs contractor. For out-of-hours emergencies, choose option 2. The number is in Brentwood’s repair contacts.
- 01Total loss of electricity
- 02Burst water pipes
- 03No water supply or hot water
- 04Central heating not working at all
- 05Toilet won’t flush, even with a bucket
- 06Roof leaks, or dangerous roof slates or chimneys
- 07Windows needing boarding up or re-glazing for safety or security
- 08Blocked sewers
What counts as an emergency, from brentwood.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Brentwood.
Timescales
How long Brentwood Borough Council has to fix it
Brentwood’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Brentwood’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursContractor to arrive within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from brentwood.gov.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Brentwood’s own target. You could claim compensation.
Start your claimYour options
If Brentwood Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Brentwood 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.
How to complainYou 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.
- Stage 2
Ask for a review
Reviewed by a senior manager not involved before, with the outcome aimed for within 15 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Brentwood’s record
How Brentwood Borough Council performs on repairs
Apr 2025: The regulator found some weaknesses, mainly in neighbourhood work, tenancy oversight and tenant information and involvement; repairs were mostly on time but tenant satisfaction with them was relatively low.
of Brentwood tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 30 April 2025; Brentwood tenant satisfaction measures 2024/25.
Contacts
Brentwood Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Brentwood Borough Council repairs: questions
What is Brentwood Borough Council’s repairs number?
01277 312500. Choose option 2 (council service), option 2 (housing), then option 1 (repairs) to reach Axis, the council’s repairs contractor. For out-of-hours emergencies, choose option 2.
What is Brentwood Borough Council’s emergency or out of hours repairs number?
01277 312500 (Repairs line). Choose option 2 (council service), option 2 (housing), then option 1 (repairs) to reach Axis, the council’s repairs contractor. For out-of-hours emergencies, choose option 2.
How long does Brentwood Borough Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Brentwood Borough 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.
How do I complain about a repair to Brentwood Borough Council?
Complain to the council first, online, by email (complaints@brentwood.gov.uk) or by phone on 01277 312500. Acknowledged within 5 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 Brentwood Borough 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 Brentwood Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Brentwood Borough Council?
No. Report Repair is independent and not part of Brentwood Borough Council or any council or housing association. We show Brentwood’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 Brentwood?
Other landlords in the South of England
- Brighter Places repairsHousing association
- Brighton & Hove City Council repairsCouncil
- Bristol City Council repairsCouncil
- Broadland Housing Association repairsHousing association
- Milton Keynes City Council repairsCouncil
- Norwich City Council repairsCouncil
- Portsmouth City Council repairsCouncil
- Southampton City Council repairsCouncil
Reported a repair to Brentwood Borough Council and still waiting?
About 2 minutes. No documents. Free to check.