Independent · not part of Community Gateway
Community Gateway repairs: how to report a repair, phone numbers and timescales
How to report a repair to Community Gateway: the repairs phone number and emergency line, reporting a repair online, and how long Community Gateway has to fix it. Community Gateway’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: communitygateway.co.uk
Has Community Gateway been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Community Gateway’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, Community Gateway’s emergency line is here.
How to report
Reporting a repair to Community Gateway
- 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 Community Gateway misses its own target, complain. You may also be able to claim.
- Emailrepairs@communitygateway.co.uk
- Change an appointmentOnline form at communitygateway.co.uk/amend-repairs-appointment
Emergency repairs
When to call Community Gateway straight away
Phone Community Gateway straight away if anything puts someone in danger or leaves your home unsafe. Free from landlines. Repairs team: Monday, Tuesday, Wednesday and Friday 8am to 5pm, Thursday 8am to 2pm. Call the same number for emergencies out of hours. The number is in Community Gateway’s repair contacts.
- 01A leak you can’t contain
- 02Total loss of power
- 03Total loss of heating and hot water
- 04A serious security problem, such as a front door that won’t lock
- 05Major structural damage
- 06Fire damage
What counts as an emergency, from communitygateway.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Community Gateway.
Timescales
How long Community Gateway has to fix it
Community Gateway’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Community Gateway’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursDanger to health and safety, such as a complete loss of electricity, fire or serious structural damage. | Emergency hazards: investigate and make safe within 24 hours |
| Emergency, less urgent | 24 hoursStill an emergency but no immediate threat, such as a contained leak or partial loss of heating or hot water. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Multi-responsive | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards: a visit within 24 hours, with the problem fixed or made safe within 24 hours. Significant hazards: a visit within 5 days and the repair done within 5 days; lower risks are attended within 10 days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from communitygateway.co.uk and Community Gateway’s damp and mould page, checked 7 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 Community Gateway’s own target. You could claim compensation.
Start your claimYour options
If Community Gateway doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Community Gateway 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 Community Gateway
This can get Community Gateway to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Community Gateway to put things right.
How to complain to Community GatewayYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Community Gateway
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Community Gateway
Acknowledged within 2 working days, with a reply from an investigating officer within 10 working days.
- Stage 2
Ask for a review
Reviewed by a senior manager not involved before, with a reply within 15 days.
- Then
Housing Ombudsman
Independent. It can order Community Gateway to put things right.
Community Gateway’s record
How Community Gateway performs on repairs
Aug 2026: The regulator upgraded it from C2 to C1 after it improved its health and safety compliance checks and showed it now runs an efficient, timely repairs service.
of Community Gateway tenants were satisfied with the repairs service in 2024/25.
Recent Housing Ombudsman decisions about Community Gateway
- How it handled reports of damp in the bathroom.Maladministration
Sources: Regulator of Social Housing judgement, 26 August 2026; Community Gateway tenant satisfaction measures 2024/25; Housing Ombudsman decisions.
Contacts
Community Gateway’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Community Gateway repairs: questions
What is Community Gateway’s repairs number?
0800 953 0213. Free from landlines. Repairs team: Monday, Tuesday, Wednesday and Friday 8am to 5pm, Thursday 8am to 2pm. Call the same number for emergencies out of hours.
What is Community Gateway’s emergency or out of hours repairs number?
0800 953 0213 (Repairs line (option 1)). Free from landlines. Repairs team: Monday, Tuesday, Wednesday and Friday 8am to 5pm, Thursday 8am to 2pm. Call the same number for emergencies out of hours.
Can I report a repair to Community Gateway online?
Yes, at communitygateway.co.uk/book-repairs-appointment. Form to request a repairs appointment. Non-emergency repairs only; phone for emergencies.
How long does Community Gateway have to fix a repair?
Its own targets run from 4 hours (emergency) to 20 working days (multi-responsive). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Community Gateway tenants?
Since 27 October 2025, Community Gateway 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. Community Gateway’s own damp and mould commitment: Emergency hazards: a visit within 24 hours, with the problem fixed or made safe within 24 hours. Significant hazards: a visit within 5 days and the repair done within 5 days; lower risks are attended within 10 days.
How do I complain about a repair to Community Gateway?
Complain to Community Gateway first, online, by email (customerservices@communitygateway.co.uk) or by phone on 0800 953 0213. Acknowledged within 2 working days, with a reply from an investigating officer 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 Community Gateway?
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 Community Gateway for you. It’s free to check.
Start your claimIs Report Repair part of Community Gateway?
No. Report Repair is independent and not part of Community Gateway or any council or housing association. We show Community Gateway’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 Community Gateway has to fix, by problem
Not Community Gateway?
Other landlords in the North of England
- Connect Housing repairsHousing association
- Darlington Borough Council repairsCouncil
- Durham Aged Mineworkers’ Homes Association repairsHousing association
- East Riding of Yorkshire Council repairsCouncil
- Home Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Community Gateway and still waiting?
About 2 minutes. No documents. Free to check.