Independent · not part of Cottsway Housing
Cottsway Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Cottsway Housing: the repairs phone number, reporting a repair online, and how long Cottsway has to fix it. Cottsway’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: cottsway.co.uk
Has Cottsway Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Cottsway’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, Cottsway’s repair line is here.
How to report
Reporting a repair to Cottsway Housing
- 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 Cottsway misses its own target, complain. You may also be able to claim.
- My Cottsway portal and appLog in or register to request some (not all) routine repairs.
- Emailcontact@cottsway.co.uk
- Live chatOn the website, Monday to Thursday 9am to 5pm, Friday 9am to 4.30pm.
Emergency repairs
When to call Cottsway straight away
Phone Cottsway straight away if anything puts someone in danger or leaves your home unsafe. The number is in Cottsway’s repair contacts.
- 01Total loss of electricity (where it’s not the supplier’s fault)
- 02Unsafe electrics, lighting or sockets
- 03No heating at all between 1 November and 30 April
- 04Serious damp or mould affecting your health, such as making it harder to breathe
- 05Making your home secure after a break-in or vandalism (you’ll need a crime reference number)
- 06Leaks you can’t contain, or leaks affecting electrics
- 07Dangerous structural faults
What counts as an emergency, from cottsway.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Cottsway.
Timescales
How long Cottsway Housing has to fix it
Cottsway’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Cottsway’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursSomething that could put your health or safety at risk or cause serious damage to your home. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 20 working daysCan take longer if it’s part of a larger planned job. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Phone 01993 890000 to report damp or mould. Emergency hazards are investigated within 24 hours; significant hazards within 10 working days, with a written summary within 3 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from cottsway.co.uk and Cottsway’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 Cottsway’s own target. You could claim compensation.
Start your claimYour options
If Cottsway Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Cottsway 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 Cottsway
This can get Cottsway to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Cottsway to put things right.
How to complain to CottswayYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Cottsway
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Cottsway
Aims to resolve your complaint within 10 working days of you first raising it.
- Stage 2
Ask for a review
If you ask to escalate within 5 working days, a senior manager reviews it and replies in writing within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Cottsway to put things right.
Cottsway’s record
How Cottsway Housing performs on repairs
of Cottsway tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Cottsway in 2024/25 were maladministration.
Sources: Cottsway tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Cottsway Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Cottsway Housing repairs: questions
What is Cottsway Housing’s repairs number?
01993 890000. Call this number for emergency repairs. Urgent and routine repairs: Monday to Thursday 8:30am to 5:30pm, Friday 8:30am to 5pm.
Can I report a repair to Cottsway Housing online?
Yes, at cottsway.co.uk/request-a-routine-repair. Online form for routine repairs only; you need your customer account number. Phone for emergencies, urgent repairs and damp or mould.
How long does Cottsway Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Cottsway Housing tenants?
Since 27 October 2025, Cottsway 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. Cottsway’s own damp and mould commitment: Phone 01993 890000 to report damp or mould. Emergency hazards are investigated within 24 hours; significant hazards within 10 working days, with a written summary within 3 working days of the investigation.
How do I complain about a repair to Cottsway Housing?
Complain to Cottsway first, online, by email (contact@cottsway.co.uk) or by phone on 01993 890000. Aims to resolve your complaint within 10 working days of you first raising it. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Cottsway 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 Cottsway Housing for you. It’s free to check.
Start your claimIs Report Repair part of Cottsway Housing?
No. Report Repair is independent and not part of Cottsway Housing or any council or housing association. We show Cottsway’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 Cottsway has to fix, by problem
Not Cottsway?
Other landlords in the South of England
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- Crawley Borough Council repairsCouncil
- Cross Keys Homes repairsHousing association
- Curo repairsHousing association
- Dacorum Borough Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Cottsway Housing and still waiting?
About 2 minutes. No documents. Free to check.