Independent · not part of Castle Point Borough Council
Castle Point Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Castle Point Borough Council: the repairs phone numbers 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: castlepoint.gov.uk
Has Castle Point Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Castle Point’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, Castle Point’s emergency line is here.
How to report
Reporting a repair to Castle Point 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 Castle Point misses its own target, complain. You may also be able to claim.
- Email the councilmaintenance@castlepoint.gov.uk
- Email WPScastlepointqueries@wates.co.uk
- Gas repairs emailRepairs@tbrown.com (local number 01268 538961)
- Damp and mould emaildampandmould@castlepoint.gov.uk (include your address and photos if you can)
- Find My Engineer appWPS app to track your engineer on the day of your appointment
Emergency repairs
When to call Castle Point straight away
Phone Castle Point straight away if anything puts someone in danger or leaves your home unsafe. The council’s repairs contractor, Wates Property Services. Takes emergency repairs 24/7, and other repairs too. The number is in Castle Point’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Castle Point.
Timescales
How long Castle Point Borough Council has to fix it
Castle Point’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Castle Point’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursAttend and make safe where there is an immediate risk to health, safety or security, or to the structure. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 daysWithin 7 calendar days. | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysWithin 28 calendar days. | No fixed legal limit unless it’s a hazard |
| Programme | 90 daysLarger repairs that may need quotes, such as roof replacements, within 90 calendar days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Every damp and mould report is investigated: the council’s specialist contractor visits to assess the home and clean and treat affected areas, then recommends any repairs needed to tackle the cause. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from castlepoint.gov.uk and Castle Point’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 28 days ago? That’s past Castle Point’s own target. You could claim compensation.
Start your claimYour options
If Castle Point Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Castle Point 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, then a formal reply within 10 working days (can be extended by up to 10 more for complex cases).
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply within 20 working days of that (can be extended by up to 10 more).
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Castle Point’s record
How Castle Point Borough Council performs on repairs
Apr 2026: Upgraded from C4: safety checks have improved, but the regulator still found serious failings, with around 10% of homes not decent, weak allocations and lettings, and a poor understanding of tenants’ needs.
of Castle Point tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 29 April 2026; Castle Point tenant satisfaction measures 2024/25.
Contacts
Castle Point Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Castle Point Borough Council repairs: questions
What is Castle Point Borough Council’s repairs number?
020 3701 4756 (Repairs and emergencies (WPS)) or 01268 882326 (Council repairs team) or 0800 066 8916 (Gas repairs (T Brown)). The council’s repairs contractor, Wates Property Services. Takes emergency repairs 24/7, and other repairs too.
What is Castle Point Borough Council’s emergency or out of hours repairs number?
020 3701 4756 (Repairs and emergencies (WPS)). The council’s repairs contractor, Wates Property Services. Takes emergency repairs 24/7, and other repairs too.
How long does Castle Point Borough Council have to fix a repair?
Its own targets run from 4 hours (emergency) to 90 days (programme). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Castle Point 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. Castle Point’s own damp and mould commitment: Every damp and mould report is investigated: the council’s specialist contractor visits to assess the home and clean and treat affected areas, then recommends any repairs needed to tackle the cause.
How do I complain about a repair to Castle Point Borough Council?
Complain to the council first, online, by email (customercare@castlepoint.gov.uk) or by phone on 01268 882200. Acknowledged, then a formal reply within 10 working days (can be extended by up to 10 more for complex cases). If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Castle Point 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 Castle Point Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Castle Point Borough Council?
No. Report Repair is independent and not part of Castle Point Borough Council or any council or housing association. We show Castle Point’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 Castle Point?
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Reported a repair to Castle Point Borough Council and still waiting?
About 2 minutes. No documents. Free to check.