Independent · not part of Colchester City Council
Colchester City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Colchester City 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 30 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: cbhomes.org.uk
Has Colchester City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Colchester’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, Colchester’s emergency line is here.
How to report
Reporting a repair to Colchester City 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 Colchester misses its own target, complain. You may also be able to claim.
- Emailinfo@cbhomes.org.uk (listed for damp and mould concerns)
Emergency repairs
When to call Colchester straight away
Phone Colchester straight away if anything puts someone in danger or leaves your home unsafe. Customer services, Monday to Friday 9am to 5pm. For emergency repairs out of hours, call the same number and choose the out-of-hours option. The number is in Colchester’s repair contacts.
- 01Total loss of water, a burst water main or flooding
- 02Severe storm damage or a collapsed brick wall
- 03Major electrical faults or unsafe electrical fittings
- 04Outside doors or windows that won’t lock or secure
- 05Gas leak or blocked flue
- 06Blocked main drain, soil pipe or only toilet
- 07Faulty smoke alarm
- 08Lift or warden/alarm call system failure
What counts as an emergency, from cbhomes.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Colchester.
Timescales
How long Colchester City Council has to fix it
Colchester’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Colchester’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend and make safe; a follow-on repair may be needed. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 days | No fixed legal limit unless it’s a hazard |
| Routine | 30 working days | No fixed legal limit unless it’s a hazard |
| Batch repairs | 120 daysLarger or more complex jobs that may need an inspection or quote. | No fixed legal limit unless it’s a hazard |
| Planned | 120 daysComponent renewals such as kitchens, bathrooms, windows and roofs. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Under Awaab’s Law it investigates emergency hazards within 24 hours, and significant damp and mould hazards within 10 working days, with a written summary within 3 working days and safety work within 5 working days of confirming the hazard. It offers alternative accommodation if safety work can’t be done in time. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from cbhomes.org.uk and Colchester’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 30 working days ago? That’s past Colchester’s own target. You could claim compensation.
Start your claimYour options
If Colchester City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Colchester 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 ColchesterYou 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 full response aimed for within 10 working days of that.
- Stage 2
Ask for a review
Reviewed by a senior manager, with a full response aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Colchester’s record
How Colchester City Council performs on repairs
of Colchester tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Colchester in 2024/25 were maladministration.
Sources: Colchester tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Colchester City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Colchester City Council repairs: questions
What is Colchester City Council’s repairs number?
01206 282514. Customer services, Monday to Friday 9am to 5pm. For emergency repairs out of hours, call the same number and choose the out-of-hours option.
What is Colchester City Council’s emergency or out of hours repairs number?
01206 282514 (Repairs line). Customer services, Monday to Friday 9am to 5pm. For emergency repairs out of hours, call the same number and choose the out-of-hours option.
Can I report a repair to Colchester City Council online?
Yes, at cbhomes.org.uk repair form. Online form for reporting a repair. Phone for emergencies.
How long does Colchester City Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 120 days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Colchester City 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. Colchester’s own damp and mould commitment: Under Awaab’s Law it investigates emergency hazards within 24 hours, and significant damp and mould hazards within 10 working days, with a written summary within 3 working days and safety work within 5 working days of confirming the hazard. It offers alternative accommodation if safety work can’t be done in time.
How do I complain about a repair to Colchester City Council?
Complain to the council first, online, by email (complaints@cbhomes.org.uk) or by phone on 01206 282514. Acknowledged within 5 working days, with a full response aimed for 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 Colchester City 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 Colchester City Council for you. It’s free to check.
Start your claimIs Report Repair part of Colchester City Council?
No. Report Repair is independent and not part of Colchester City Council or any council or housing association. We show Colchester’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 Colchester?
Other landlords in the South of England
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Reported a repair to Colchester City Council and still waiting?
About 2 minutes. No documents. Free to check.