Independent · not part of Cheltenham Borough Council
Cheltenham Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Cheltenham 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 15 working days.
Other names: CBC Housing Services
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: cheltenham.gov.uk
Has Cheltenham Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Cheltenham’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, Cheltenham’s emergency line is here.
How to report
Reporting a repair to Cheltenham Borough Council
- 01Phone or report online. You’ll need an account to 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 Cheltenham misses its own target, complain. You may also be able to claim.
- Emailhousing@cheltenham.gov.uk
- Sheltered housingTenants in sheltered schemes can also tell their housing support officer.
Emergency repairs
When to call Cheltenham straight away
Phone Cheltenham straight away if anything puts someone in danger or leaves your home unsafe. Customer service team Monday to Friday 8am to 5pm; the same number takes emergency repairs out of hours. The number is in Cheltenham’s repair contacts.
- 01A pipe leak causing serious damage
- 02Raw sewage overflowing into the home
- 03Electrical faults with a danger of fire or injury
- 04Blocked or unusable toilet, if it is the only one
- 05No electricity or water supply
- 06Heating broken down in winter
- 07A severe leak through the roof
- 08A gas leak that turning off the supply does not stop
What counts as an emergency, from cheltenham.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Cheltenham.
Timescales
How long Cheltenham Borough Council has to fix it
Cheltenham’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Cheltenham’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency (serious or vulnerable residents) | 2 hoursWhere the health of elderly, disabled or vulnerable people could be affected. | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hoursUsually made safe or temporarily repaired; permanent repairs done in working hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days1 calendar day for gas repairs. | No fixed legal limit unless it’s a hazard |
| Follow-up after emergency work | 5 or 15 working daysDepending on assessment. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 15 working days5 calendar days for gas repairs. | 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 cheltenham.gov.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 15 working days ago? That’s past Cheltenham’s own target. You could claim compensation.
Start your claimYour options
If Cheltenham Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Cheltenham 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 the aim of resolving it within 10 working days.
- Stage 2
Ask for a review
Investigated by a senior officer, with a reply within 20 working days of escalation. Ask for this within 10 working days of the stage 1 closure letter.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Cheltenham’s record
How Cheltenham Borough Council performs on repairs
of Cheltenham tenants were satisfied with the repairs service in 2024/25.
Contacts
Cheltenham Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Cheltenham Borough Council repairs: questions
What is Cheltenham Borough Council’s repairs number?
0800 408 0000. Customer service team Monday to Friday 8am to 5pm; the same number takes emergency repairs out of hours.
What is Cheltenham Borough Council’s emergency or out of hours repairs number?
0800 408 0000 (Repairs and emergencies). Customer service team Monday to Friday 8am to 5pm; the same number takes emergency repairs out of hours.
Can I report a repair to Cheltenham Borough Council online?
Yes, at MyCBH portal. Report a repair, including damp and mould, through your MyCBH (CBC housing) account.
How long does Cheltenham Borough Council have to fix a repair?
Its own targets run from 2 hours (emergency (serious or vulnerable residents)) to 15 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Cheltenham 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 Cheltenham Borough Council?
Complain to the council first, online, by email (housing@cheltenham.gov.uk) or by phone on 0800 408 0000. Acknowledged within 5 working days, with the aim of resolving it 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 Cheltenham 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 Cheltenham Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Cheltenham Borough Council?
No. Report Repair is independent and not part of Cheltenham Borough Council or any council or housing association. We show Cheltenham’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 Cheltenham?
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Reported a repair to Cheltenham Borough Council and still waiting?
About 2 minutes. No documents. Free to check.