Independent · not part of Darlington Borough Council
Darlington Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Darlington 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 7, 20 or 40 working days.
Other names: DBC Housing Services
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: darlington.gov.uk
Has Darlington Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Darlington’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, Darlington’s emergency line is here.
How to report
Reporting a repair to Darlington Borough 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 Darlington misses its own target, complain. You may also be able to claim.
- Emailcustomerservices@darlington.gov.uk (dealt with in business hours only)
Emergency repairs
When to call Darlington straight away
Phone Darlington straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours, every day, for emergencies. Outside business hours your call goes to the emergency duty team. The number is in Darlington’s repair contacts.
- 01Gas leaks (call National Gas Emergency Service on 0800 111 999 first)
- 02Total loss of electricity
- 03Total loss of heating
- 04Burst pipes
- 05Your home can’t be made secure
- 06Roof repairs
What counts as an emergency, from darlington.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Darlington.
Timescales
How long Darlington Borough Council has to fix it
Darlington’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Darlington’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursUsually a temporary repair to make things safe, with a permanent repair as soon as possible after. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 working daysRepairs that are not dangerous but cause inconvenience. | No fixed legal limit unless it’s a hazard |
| Routine | 7, 20 or 40 working daysDepends on the type of repair. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | All damp, mould and condensation reports are treated as high priority. The council gives advice straight away and arranges an inspection as soon as possible, then books any repairs or extra ventilation needed. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from darlington.gov.uk and Darlington’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 7, 20 or 40 working days ago? That’s past Darlington’s own target. You could claim compensation.
Start your claimYour options
If Darlington Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Darlington 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 complainYou 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
Acknowledged within 5 working days, with a full reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Darlington’s record
How Darlington Borough Council performs on repairs
of Darlington tenants were satisfied with the repairs service in 2024/25.
Contacts
Darlington Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Darlington Borough Council repairs: questions
What is Darlington Borough Council’s repairs number?
01325 405333. Open 24 hours, every day, for emergencies. Outside business hours your call goes to the emergency duty team.
What is Darlington Borough Council’s emergency or out of hours repairs number?
01325 405333 (Repairs line). Open 24 hours, every day, for emergencies. Outside business hours your call goes to the emergency duty team.
Can I report a repair to Darlington Borough Council online?
Yes, at housing.darlington.gov.uk. Report non-emergency repairs through your Darlington Home Online account. You need to register with your tenancy reference.
How long does Darlington Borough Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 7, 20 or 40 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Darlington 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. Darlington’s own damp and mould commitment: All damp, mould and condensation reports are treated as high priority. The council gives advice straight away and arranges an inspection as soon as possible, then books any repairs or extra ventilation needed.
How do I complain about a repair to Darlington Borough Council?
Complain to the council first, online, by email (complaints@darlington.gov.uk) or by phone on 01325 406777. 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 Darlington 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 Darlington Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Darlington Borough Council?
No. Report Repair is independent and not part of Darlington Borough Council or any council or housing association. We show Darlington’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 Darlington?
Other landlords in the North of England
- Durham Aged Mineworkers’ Homes Association repairsHousing association
- East Riding of Yorkshire Council repairsCouncil
- Eden Housing Association repairsHousing association
- First Choice Homes Oldham repairsHousing association
- Hull City Council repairsCouncil
- Leeds City Council repairsCouncil
- Newcastle City Council repairsCouncil
- Sheffield City Council repairsCouncil
Reported a repair to Darlington Borough Council and still waiting?
About 2 minutes. No documents. Free to check.