Independent · not part of Charnwood Borough Council
Charnwood Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Charnwood Borough Council: the repairs phone number and emergency line, reporting a repair online, and how long the council has to fix it. The council’s own target for routine repairs is 28 calendar days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: charnwood.gov.uk
Has Charnwood Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Charnwood’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, Charnwood’s emergency line is here.
How to report
Reporting a repair to Charnwood Borough Council
- 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 Charnwood misses its own target, complain. You may also be able to claim.
- Damp and mould formSeparate online form to report damp and mould, or call 01509 634666.
- Chase a repairOnline form to ask about an outstanding repair.
Emergency repairs
When to call Charnwood straight away
Phone Charnwood straight away if anything puts someone in danger or leaves your home unsafe. Call any time, day or night, for emergencies. For loss of gas heating or hot water, choose option 3 for PH Jones. The number is in Charnwood’s repair contacts.
- 01No heating or hot water in extreme weather
- 02Total loss of power
- 03Only toilet in the home blocked
- 04No clean drinking water
- 05Damaged door or window leaving your home insecure
- 06Severe leak or burst pipe, or a leak affecting the electrics
- 07Unsafe electrics that are sparking or smoking, or bare wiring
- 08Blocked drains that are a health concern
What counts as an emergency, from charnwood.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Charnwood.
Timescales
How long Charnwood Borough Council has to fix it
Charnwood’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Charnwood’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursSomeone at your home within 24 hours to remove danger or stop serious damage; follow-up work may come later. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 calendar daysNo risk, but causing inconvenience. | No fixed legal limit unless it’s a hazard |
| Routine | 28 calendar days | No fixed legal limit unless it’s a hazard |
| Planned work | 90 working daysSome non-urgent jobs are grouped and done together in an area. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | If damp or mould continues after following its advice, the council will arrange a visit by a trained officer and can send a specialist contractor to investigate. It pays for extra electricity if it installs dehumidifiers and for reasonable redecoration after damp work. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from charnwood.gov.uk and Charnwood’s damp and mould page, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past Charnwood’s own target. You could claim compensation.
Start your claimYour options
If Charnwood Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Charnwood 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 complain to CharnwoodYou 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.
- Stage 2
Ask for a review
Ask within 28 days of the stage 1 reply; acknowledged within 5 working days, with a reply from someone independent within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Charnwood’s record
How Charnwood Borough Council performs on repairs
Jul 2026: The regulator found some weaknesses, mainly in understanding tenants’ diverse needs and in monitoring its anti-social behaviour service; repairs and safety checks were found to be working well.
of Charnwood tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Charnwood in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Charnwood Borough Council
- How it handled damp and mould.Maladministration
Sources: Regulator of Social Housing judgement, 8 July 2026; Charnwood tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Charnwood Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Charnwood Borough Council repairs: questions
What is Charnwood Borough Council’s repairs number?
01509 634666. Call any time, day or night, for emergencies. For loss of gas heating or hot water, choose option 3 for PH Jones.
What is Charnwood Borough Council’s emergency or out of hours repairs number?
01509 634666 (Repairs line). Call any time, day or night, for emergencies. For loss of gas heating or hot water, choose option 3 for PH Jones.
Can I report a repair to Charnwood Borough Council online?
Yes, at charnwood.gov.uk – book a repair online. Book non-urgent repairs, including communal repairs. Phone for emergencies.
How long does Charnwood Borough Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 working days (planned work). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Charnwood 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. Charnwood’s own damp and mould commitment: If damp or mould continues after following its advice, the council will arrange a visit by a trained officer and can send a specialist contractor to investigate. It pays for extra electricity if it installs dehumidifiers and for reasonable redecoration after damp work.
How do I complain about a repair to Charnwood Borough Council?
Complain to the council first, online or by phone on 01509 634666. Acknowledged within 5 working days, with a 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 Charnwood 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 Charnwood Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Charnwood Borough Council?
No. Report Repair is independent and not part of Charnwood Borough Council or any council or housing association. We show Charnwood’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 Charnwood?
Other landlords in the Midlands
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- City of Lincoln Council repairsCouncil
- City of Wolverhampton Council repairsCouncil
- Dudley Council repairsCouncil
- Nottingham City Council repairsCouncil
- Sandwell Council repairsCouncil
Reported a repair to Charnwood Borough Council and still waiting?
About 2 minutes. No documents. Free to check.