Independent · not part of Croydon Council
Croydon Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Croydon 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 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: croydon.gov.uk
Has Croydon Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Croydon’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, Croydon’s emergency line is here.
How to report
Reporting a repair to Croydon Council
- 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 Croydon misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Croydon straight away
Phone Croydon straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 8am to 6pm for repairs and appointments. Emergency repairs taken 24 hours, day or night. The number is in Croydon’s repair contacts.
- 01No electricity, water or gas at all
- 02No heating or hot water and no other way to heat your home
- 03Burst pipes or flooding you can’t control
- 04A gas leak (call the gas emergency line first)
- 05Structural failure
- 06Your home can’t be secured, including broken windows
- 07Your only toilet is blocked, or sewage is backing up
- 08Faulty door entry, lifts, or smoke or carbon monoxide alarms
What counts as an emergency, from croydon.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Croydon.
Timescales
How long Croydon Council has to fix it
Croydon’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Croydon’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 to 24 hoursAttended and made safe, depending on the risk | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Repair inspection | 10 working days | No fixed legal limit unless it’s a hazard |
| Routine | 28 working days | No fixed legal limit unless it’s a hazard |
| Major works | 90 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Aims to inspect the most serious damp and mould within 24 hours, start work within 5 working days of the investigation, and send you the inspection report within 3 working days. Other work is done within 12 weeks at the latest. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from croydon.gov.uk and Croydon’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past Croydon’s own target. You could claim compensation.
Start your claimYour options
If Croydon Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Croydon 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. In its recent decisions about Croydon, it ordered between £400 and £700 in compensation.
How to complain to CroydonYou 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 reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Croydon’s record
How Croydon Council performs on repairs
of Croydon tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Croydon in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Croydon Council
- How it handled reports of leaks from the upstairs flat.Maladministration
£400 ordered - How it handled damp and mould at the property.Maladministration
£634.99 ordered - How it handled reports of a faulty heating system.Maladministration
£700 ordered
Sources: Croydon tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Croydon Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Croydon Council repairs: questions
What is Croydon Council’s repairs number?
020 8726 6101. Weekdays 8am to 6pm for repairs and appointments. Emergency repairs taken 24 hours, day or night.
What is Croydon Council’s emergency or out of hours repairs number?
020 8726 6101 (Repairs line). Weekdays 8am to 6pm for repairs and appointments. Emergency repairs taken 24 hours, day or night.
Can I report a repair to Croydon Council online?
Yes, at housingonline.croydon.gov.uk. For non-emergency repairs. You need to create a Housing Online account using your rent account number. Phone for emergencies.
How long does Croydon Council have to fix a repair?
Its own targets run from 4 to 24 hours (emergency) to 90 working days (major works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Croydon 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. Croydon’s own damp and mould commitment: Aims to inspect the most serious damp and mould within 24 hours, start work within 5 working days of the investigation, and send you the inspection report within 3 working days. Other work is done within 12 weeks at the latest.
How do I complain about a repair to Croydon Council?
Complain to the council first, online or by email (complaints@croydon.gov.uk). Acknowledged within 5 working days, with a 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 Croydon 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 Croydon Council for you. It’s free to check.
Start your claimIs Report Repair part of Croydon Council?
No. Report Repair is independent and not part of Croydon Council or any council or housing association. We show Croydon’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 Croydon?
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Reported a repair to Croydon Council and still waiting?
About 2 minutes. No documents. Free to check.