Independent · not part of Dartford Borough Council
Dartford Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Dartford Borough Council: the repairs phone numbers and emergency line, reporting a repair online, and how long the council has to fix it.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: dartford.gov.uk
Has Dartford Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Dartford’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, Dartford’s emergency line is here.
How to report
Reporting a repair to Dartford 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 Dartford misses its own target, complain. You may also be able to claim.
- In person or postVisit the Civic Centre, tell your Housing Officer, Housing Scheme Officer or Estate Ranger, or write to Customer Services, Housing Services, Civic Centre, Home Gardens, Dartford, Kent DA1 1DR.
- Sheltered housingIn a sheltered scheme, if a repair can’t wait until the next working day, pull your alarm cord or press your pendant to reach the Housing Scheme Officer or Control Centre.
Emergency repairs
When to call Dartford straight away
Phone Dartford straight away if anything puts someone in danger or leaves your home unsafe. The council’s 24-hour emergency service, for when there is immediate danger or risk to you or your home outside office hours. The number is in Dartford’s repair contacts.
- 01Fire damage
- 02Severe water leak
- 03No water at all
- 04Unsafe gas or electricity, or a gas leak
- 05Blocked toilet or drain when it’s the only toilet
- 06Making your home safe after a break-in
- 07Locked out after losing keys
- 08No communal lighting at all
What counts as an emergency, from dartford.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Dartford.
Timescales
How long Dartford Borough Council has to fix it
Dartford’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Dartford’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Priority 1 · Emergency | 2 hoursNo heating or hot water November to March: 2 hours if you’re registered as vulnerable, otherwise the same day. | Emergency hazards: investigate and make safe within 24 hours |
| Priority 2 · Urgent | 48 hours | No fixed legal limit unless it’s a hazard |
| Priority 3 | 5 working daysUnless an inspection is needed. | No fixed legal limit unless it’s a hazard |
| Priority 4 | 10 working daysSmall renewals such as toilet pans, cisterns and taps. | No fixed legal limit unless it’s a hazard |
| Priority 5 | 20 working days | No fixed legal limit unless it’s a hazard |
| Planned | 40 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards investigated within 24 hours and significant hazards within 10 working days, with a written summary within 3 working days and safety work within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from dartford.gov.uk and Dartford’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Dartford Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Dartford 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 aimed for within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full reply aimed for within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Dartford’s record
How Dartford Borough Council performs on repairs
of Dartford tenants were satisfied with the repairs service in 2024/25.
Contacts
Dartford Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Dartford Borough Council repairs: questions
What is Dartford Borough Council’s repairs number?
01322 343800 (Repairs line) or 0345 634 1212 (Out of hours) or 01322 343434 (Out of hours). Customer Services, for reporting repairs and chasing missed appointments during office hours.
What is Dartford Borough Council’s emergency or out of hours repairs number?
0345 634 1212 (Out of hours · emergencies). The council’s 24-hour emergency service, for when there is immediate danger or risk to you or your home outside office hours.
Can I report a repair to Dartford Borough Council online?
Yes, at dartford.gov.uk report a repair. Use the ‘Report a repair online’ link on this page for non-emergency repairs.
How long does Dartford Borough Council have to fix a repair?
Its own targets run from 2 hours (priority 1 · emergency) to 40 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Dartford 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. Dartford’s own damp and mould commitment: Emergency damp and mould hazards investigated within 24 hours and significant hazards within 10 working days, with a written summary within 3 working days and safety work within 5 working days of the investigation.
How do I complain about a repair to Dartford Borough Council?
Complain to the council first, online, by email (complaints@dartford.gov.uk) or by phone on 01322 343434. Acknowledged within 5 working days, with a full reply aimed for 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 Dartford 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 Dartford Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Dartford Borough Council?
No. Report Repair is independent and not part of Dartford Borough Council or any council or housing association. We show Dartford’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 Dartford?
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Reported a repair to Dartford Borough Council and still waiting?
About 2 minutes. No documents. Free to check.