Independent · not part of Brunelcare
Brunelcare repairs: how to report a repair, phone numbers and timescales
How to report a repair to Brunelcare: the repairs phone numbers and emergency line, reporting a repair online, and how long Brunelcare has to fix it. Brunelcare’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: brunelcare.org.uk
Has Brunelcare been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Brunelcare’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, Brunelcare’s emergency line is here.
How to report
Reporting a repair to Brunelcare
- 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 Brunelcare misses its own target, complain. You may also be able to claim.
- Emailinfo@brunelcare.org.uk
- AlertacallReport a repair through your Alertacall device, or at a site office or Brunelcare’s head office
Emergency repairs
When to call Brunelcare straight away
Phone Brunelcare straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs outside office hours. Alternative number: 01323 690827. The number is in Brunelcare’s repair contacts.
- 01No water, or flooding
- 02Blocked drains
- 03No heating or hot water (31 October to 1 May)
- 04Fault with the electricity supply, or unsafe electrical fittings
- 05Outside doors or windows that won’t secure
- 06Gas leak
- 07Lift failure
What counts as an emergency, from brunelcare.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Brunelcare.
Timescales
How long Brunelcare has to fix it
Brunelcare’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Brunelcare’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursMade safe within 4 hours; follow-on work booked, within 24 hours where possible. | 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 | Under Awaab’s Law it responds to emergency hazards within 24 hours and investigates significant hazards such as damp and mould within 10 working days, with a written summary within 3 working days and safety work within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from brunelcare.org.uk and Brunelcare’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 Brunelcare’s own target. You could claim compensation.
Start your claimYour options
If Brunelcare doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Brunelcare 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 Brunelcare
This can get Brunelcare to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Brunelcare to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Brunelcare
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Brunelcare
Acknowledged in writing within 5 working days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days and looked at by a more senior manager, with a reply aimed for within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Brunelcare to put things right.
Brunelcare’s record
How Brunelcare performs on repairs
of Brunelcare tenants were satisfied with the repairs service in 2024/25.
Contacts
Brunelcare’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Brunelcare repairs: questions
What is Brunelcare’s repairs number?
0117 914 4257 (Repairs line) or 0800 072 6308 (Out of hours). Office hours: Monday to Friday, 8:30am to 4:30pm.
What is Brunelcare’s emergency or out of hours repairs number?
0800 072 6308 (Out of hours · emergencies). Emergency repairs outside office hours. Alternative number: 01323 690827.
Can I report a repair to Brunelcare online?
Yes, at brunelcare.org.uk/repairs/report-a-repair. Online repairs form on the report a repair page. Phone for emergencies.
How long does Brunelcare have to fix a repair?
Its own targets run from 4 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 Brunelcare tenants?
Since 27 October 2025, Brunelcare 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. Brunelcare’s own damp and mould commitment: Under Awaab’s Law it responds to emergency hazards within 24 hours and investigates significant hazards such as damp and mould within 10 working days, with a written summary within 3 working days and safety work within 5 working days of the investigation.
How do I complain about a repair to Brunelcare?
Complain to Brunelcare first, online, by email (complaints@brunelcare.org.uk) or by phone on 0117 914 4214. Acknowledged in writing within 5 working days, with a reply aimed for 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 Brunelcare?
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 Brunelcare for you. It’s free to check.
Start your claimIs Report Repair part of Brunelcare?
No. Report Repair is independent and not part of Brunelcare or any council or housing association. We show Brunelcare’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 Brunelcare has to fix, by problem
Not Brunelcare?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Cambridge City Council repairsCouncil
- Cambridge Housing Society repairsHousing association
- Canterbury City Council repairsCouncil
- Castle Point Borough Council repairsCouncil
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Brunelcare and still waiting?
About 2 minutes. No documents. Free to check.