Independent · not part of Cheshire West and Chester Council
Cheshire West and Chester Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Cheshire West and Chester Council: the repairs phone number and emergency line, and how long the council has to fix it. The council’s own target for routine repairs is 20 working days.
Other names: CWaC
Service update. The council’s online repair reporting form is not in use while it deals with a cyber incident affecting its repairs reporting system. Report repairs by phone.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: cheshirewestandchester.gov.uk
Has Cheshire West and Chester Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Cheshire West and Chester’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, Cheshire West and Chester’s emergency line is here.
How to report
Reporting a repair to Cheshire West and Chester 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 Cheshire West and Chester misses its own target, complain. You may also be able to claim.
- MyTenancy+ app or portalTrack your repairs online. You need to register; tenants previously managed by ForHousing must re-register.
Emergency repairs
When to call Cheshire West and Chester straight away
Phone Cheshire West and Chester straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 8am to 6.30pm (not bank holidays or Christmas). The same number reaches the out of hours team for emergencies. The number is in Cheshire West and Chester’s repair contacts.
- 01Total loss of electricity, or unsafe sockets, lights or electrical fittings
- 02Total loss of water supply
- 03Total or partial loss of gas supply
- 04Blocked flue to an open fire or boiler
- 05No heating or hot water between 31 October and 1 May
- 06Blocked or leaking foul drain or soil stack, or your only toilet won’t flush
- 07Leak from a water pipe, tank or cistern
- 08Outside window, door or lock that isn’t secure
What counts as an emergency, from cheshirewestandchester.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Cheshire West and Chester.
Timescales
How long Cheshire West and Chester Council has to fix it
Cheshire West and Chester’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Cheshire West and Chester’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe and secure. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 working days | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Batched | 100 working daysJobs that need inspection, ordering or making, such as doors and windows, or done as part of planned improvement work. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Every damp and mould report is inspected within 10 working days, with action within 24 hours if an emergency hazard is found. Reports are never dismissed as caused by lifestyle, and the council checks back within four weeks of the work. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from cheshirewestandchester.gov.uk and Cheshire West and Chester’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 20 working days ago? That’s past Cheshire West and Chester’s own target. You could claim compensation.
Start your claimYour options
If Cheshire West and Chester Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Cheshire West and Chester 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 a reply normally within 10 working days.
- Stage 2
Ask for a review
A final reply is normally given within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Cheshire West and Chester’s record
How Cheshire West and Chester Council performs on repairs
of Cheshire West and Chester tenants were satisfied with the repairs service in 2024/25.
Sources: Cheshire West and Chester tenant satisfaction measures 2024/25.
Contacts
Cheshire West and Chester Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Cheshire West and Chester Council repairs: questions
What is Cheshire West and Chester Council’s repairs number?
0300 123 7724. Monday to Friday, 8am to 6.30pm (not bank holidays or Christmas). The same number reaches the out of hours team for emergencies.
What is Cheshire West and Chester Council’s emergency or out of hours repairs number?
0300 123 7724 (Repairs line). Monday to Friday, 8am to 6.30pm (not bank holidays or Christmas). The same number reaches the out of hours team for emergencies.
How long does Cheshire West and Chester Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 100 working days (batched). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Cheshire West and Chester 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. Cheshire West and Chester’s own damp and mould commitment: Every damp and mould report is inspected within 10 working days, with action within 24 hours if an emergency hazard is found. Reports are never dismissed as caused by lifestyle, and the council checks back within four weeks of the work.
How do I complain about a repair to Cheshire West and Chester Council?
Complain to the council first, online. Acknowledged within 5 working days, with a reply normally within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Are there any problems with Cheshire West and Chester Council’s repairs service right now?
When we last checked (8 October 2026), Cheshire West and Chester said: The council’s online repair reporting form is not in use while it deals with a cyber incident affecting its repairs reporting system. Report repairs by phone. The other ways to report are in Cheshire West and Chester’s repair contacts on this page.
Can I claim compensation from Cheshire West and Chester 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 Cheshire West and Chester Council for you. It’s free to check.
Start your claimIs Report Repair part of Cheshire West and Chester Council?
No. Report Repair is independent and not part of Cheshire West and Chester Council or any council or housing association. We show Cheshire West and Chester’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
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Reported a repair to Cheshire West and Chester Council and still waiting?
About 2 minutes. No documents. Free to check.