Independent · not part of Castles & Coasts Housing Association
Castles & Coasts Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to Castles & Coasts Housing Association: the repairs phone number and emergency line, reporting a repair online, and how long Castles & Coasts has to fix it.
Other names: Two Castles Housing Association, Derwent and Solway Housing Association
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: castlesandcoasts.co.uk
Has Castles & Coasts Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Castles & Coasts’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, Castles & Coasts’s emergency line is here.
How to report
Reporting a repair to Castles & Coasts Housing Association
- 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 Castles & Coasts misses its own target, complain. You may also be able to claim.
- Residents’ Portalportal.castlesandcoasts.co.uk – manage your account and report non-emergency repairs (login needed).
- Emailcs@castlesandcoasts.co.uk
Emergency repairs
When to call Castles & Coasts straight away
Phone Castles & Coasts straight away if anything puts someone in danger or leaves your home unsafe. Call straight away for emergency repairs, including out of hours. Report non-emergency repairs online. The number is in Castles & Coasts’s repair contacts.
- 01Total loss of power or water (not a general supply failure)
- 02No heating and hot water between 1 October and 31 March
- 03Doors or ground-floor windows that aren’t secure
- 04A leak that can’t be contained or risks electric shock
- 05Toilet not flushing when it’s the only one
- 06Fire, flood or explosion damage
- 07Smoke or carbon monoxide alarms sounding constantly
- 08Lift failure or emergency call system not working
What counts as an emergency, from castlesandcoasts.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Castles & Coasts.
Timescales
How long Castles & Coasts Housing Association has to fix it
Castles & Coasts doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Castles & Coasts’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Tell Castles & Coasts if you spot damp or mould and it will look into it. It publishes an Awaab’s Law booklet explaining how it responds. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Castles & Coasts’s damp and mould commitment, checked 8 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 Castles & Coasts Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Castles & Coasts 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 Castles & Coasts
This can get Castles & Coasts to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Castles & Coasts to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Castles & Coasts
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Castles & Coasts
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 Castles & Coasts to put things right.
Castles & Coasts’s record
How Castles & Coasts Housing Association performs on repairs
of Castles & Coasts tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Castles & Coasts in 2024/25 were maladministration.
Sources: Castles & Coasts tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Castles & Coasts Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Castles & Coasts Housing Association repairs: questions
What is Castles & Coasts Housing Association’s repairs number?
0800 085 1171. Call straight away for emergency repairs, including out of hours. Report non-emergency repairs online.
What is Castles & Coasts Housing Association’s emergency or out of hours repairs number?
0800 085 1171 (Repairs and emergencies). Call straight away for emergency repairs, including out of hours. Report non-emergency repairs online.
Can I report a repair to Castles & Coasts Housing Association online?
Yes, at cxfb.co.uk/clronbehalf/2281. Online form for non-emergency repairs, including for a friend or relative. Don’t use it for emergencies.
What does Awaab’s Law mean for Castles & Coasts Housing Association tenants?
Since 27 October 2025, Castles & Coasts 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. Castles & Coasts’s own damp and mould commitment: Tell Castles & Coasts if you spot damp or mould and it will look into it. It publishes an Awaab’s Law booklet explaining how it responds.
How do I complain about a repair to Castles & Coasts Housing Association?
Complain to Castles & Coasts first, online, by email (cs@castlesandcoasts.co.uk) or by phone on 0800 085 1171. 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 Castles & Coasts Housing Association?
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 Castles & Coasts Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of Castles & Coasts Housing Association?
No. Report Repair is independent and not part of Castles & Coasts Housing Association or any council or housing association. We show Castles & Coasts’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 Castles & Coasts has to fix, by problem
Not Castles & Coasts?
Other landlords in the North of England
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Reported a repair to Castles & Coasts Housing Association and still waiting?
About 2 minutes. No documents. Free to check.