Independent · not part of Coastline Housing
Coastline Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Coastline Housing: the repairs phone number and emergency line, reporting a repair online, and how long Coastline has to fix it. Coastline’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: coastlinehousing.co.uk
Has Coastline Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Coastline’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, Coastline’s emergency line is here.
How to report
Reporting a repair to Coastline Housing
- 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 Coastline misses its own target, complain. You may also be able to claim.
- Gas, electric and heating (Blue Flame)For routine repairs and servicing, email coastline@blueflamegas.co.uk.
- Damp and mould formOnline damp and mould form that goes straight to Coastline’s surveyors.
Emergency repairs
When to call Coastline straight away
Phone Coastline straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours for emergencies. Routine repairs: Monday to Friday 8.30am to 5pm, option 4 (option 2 for gas, electric and heating). The number is in Coastline’s repair contacts.
- 01Unsafe power, lighting or electrical fittings
- 02Blocked flue to an open fire or boiler
- 03Total loss of heating in winter
- 04Taps that won’t turn off and are running at full flow
- 05Water leak you can’t contain
- 06Home left insecure, for example after a fire or police activity
- 07Serious roof leak or major structural failure
What counts as an emergency, from coastlinehousing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Coastline.
Timescales
How long Coastline Housing has to fix it
Coastline’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Coastline’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe or, where possible, completed within 24 hours, in or out of office hours. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working days28 calendar days. | No fixed legal limit unless it’s a hazard |
| Minor planned | 60 working days84 calendar days, for larger or external jobs such as roofs, gutters, plastering or damp and rot. | 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 coastlinehousing.co.uk, 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 Coastline’s own target. You could claim compensation.
Start your claimYour options
If Coastline Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Coastline 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 Coastline
This can get Coastline to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Coastline to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Coastline
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Coastline
Acknowledged within 5 working days, with a reply from an investigating manager within 10 working days.
- Stage 2
Ask for a review
Ask within 30 days of the stage 1 outcome; a panel including an executive director, a customer member and a non-executive director replies within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Coastline to put things right.
Coastline’s record
How Coastline Housing performs on repairs
Sep 2025: The regulator found Coastline is delivering the consumer standards, with good safety checks, accurate stock records, an effective repairs service and complaints answered on time.
of Coastline tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 24 September 2025; Coastline tenant satisfaction measures 2024/25.
Contacts
Coastline Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Coastline Housing repairs: questions
What is Coastline Housing’s repairs number?
01209 200200. Open 24 hours for emergencies. Routine repairs: Monday to Friday 8.30am to 5pm, option 4 (option 2 for gas, electric and heating).
What is Coastline Housing’s emergency or out of hours repairs number?
01209 200200 (Repairs line). Open 24 hours for emergencies. Routine repairs: Monday to Friday 8.30am to 5pm, option 4 (option 2 for gas, electric and heating).
Can I report a repair to Coastline Housing online?
Yes, at My Coastline. Report routine repairs any time by app or website, add a photo and book most appointments yourself. You need to log in. Phone for emergencies.
How long does Coastline Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (minor planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Coastline Housing tenants?
Since 27 October 2025, Coastline 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 Coastline Housing?
Complain to Coastline first, online, by email (feedback@coastlinehousing.co.uk) or by phone on 01209 200200. Acknowledged within 5 working days, with a reply from an investigating manager 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 Coastline Housing?
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 Coastline Housing for you. It’s free to check.
Start your claimIs Report Repair part of Coastline Housing?
No. Report Repair is independent and not part of Coastline Housing or any council or housing association. We show Coastline’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 Coastline has to fix, by problem
Not Coastline?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Colchester City Council repairsCouncil
- Cornerstone Housing repairsHousing association
- Cornwall Council repairsCouncil
- Cottsway Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Coastline Housing and still waiting?
About 2 minutes. No documents. Free to check.