Independent · not part of Crawley Borough Council
Crawley Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Crawley Borough 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 28 calendar days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: crawley.gov.uk
Has Crawley Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Crawley’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, Crawley’s emergency line is here.
How to report
Reporting a repair to Crawley Borough 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 Crawley misses its own target, complain. You may also be able to claim.
- Emailhousing.repairs@crawley.gov.uk
- In personVisit the Town Hall
Emergency repairs
When to call Crawley straight away
Phone Crawley straight away if anything puts someone in danger or leaves your home unsafe. Crawley Repairs Team, Monday to Friday 8am to 5pm. Outside these hours the same number is for emergency repairs only. The number is in Crawley’s repair contacts.
- 01Leaks that cannot be contained
- 02No power or lighting (not a local power cut)
- 03Blocked drains affecting the whole home
What counts as an emergency, from crawley.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Crawley.
Timescales
How long Crawley Borough Council has to fix it
Crawley’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Crawley’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Priority 1 (emergency) | 4 hoursImmediate risk to health and safety, further damage to the home, or a security risk. | Emergency hazards: investigate and make safe within 24 hours |
| Priority 2 | 24 hoursFor example partial loss of power or water, or a blocked or leaking toilet where there is no other toilet. | No fixed legal limit unless it’s a hazard |
| Priority 3 | 7 calendar daysNon-emergency repairs needing priority attention, including gas repairs and significant health or safety hazards. | No fixed legal limit unless it’s a hazard |
| Priority 4 (routine) | 28 calendar days | 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 crawley.gov.uk, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past Crawley’s own target. You could claim compensation.
Start your claimYour options
If Crawley Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Crawley 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 CrawleyYou 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 reply within 10 working days of that.
- Stage 2
Ask for a review
Reviewed by a more senior officer: acknowledged within 5 working days, with a full reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Crawley’s record
How Crawley Borough Council performs on repairs
Jul 2025: The regulator found some weaknesses, mainly that stock condition surveys were still being completed and that reporting and oversight of health and safety checks, including water safety, needed to improve.
of Crawley tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Crawley in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 30 July 2025; Crawley tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Crawley Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Crawley Borough Council repairs: questions
What is Crawley Borough Council’s repairs number?
01293 438111. Crawley Repairs Team, Monday to Friday 8am to 5pm. Outside these hours the same number is for emergency repairs only.
What is Crawley Borough Council’s emergency or out of hours repairs number?
01293 438111 (Repairs line). Crawley Repairs Team, Monday to Friday 8am to 5pm. Outside these hours the same number is for emergency repairs only.
Can I report a repair to Crawley Borough Council online?
Yes, at my.crawley.gov.uk. Non-urgent repairs for Crawley Homes tenants, including damp and mould. Phone for emergencies.
How long does Crawley Borough Council have to fix a repair?
Its own targets run from 4 hours (priority 1 (emergency)) to 28 calendar days (priority 4 (routine)). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Crawley Borough 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.
How do I complain about a repair to Crawley Borough Council?
Complain to the council first, online or by phone on 01293 438000. Acknowledged within 5 working days, with a full reply 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 Crawley Borough 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 Crawley Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Crawley Borough Council?
No. Report Repair is independent and not part of Crawley Borough Council or any council or housing association. We show Crawley’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 Crawley?
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Reported a repair to Crawley Borough Council and still waiting?
About 2 minutes. No documents. Free to check.