Independent · not part of Derby City Council
Derby City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Derby City 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 60 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: derbyhomes.org
Has Derby City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Derby’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, Derby’s emergency line is here.
How to report
Reporting a repair to Derby City 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 Derby misses its own target, complain. You may also be able to claim.
- Text (deaf or hard of hearing)07860 097426, or Relay UK on 18001 01332 888777
Emergency repairs
When to call Derby straight away
Phone Derby straight away if anything puts someone in danger or leaves your home unsafe. Non-urgent repairs 8am to 5pm. Emergency repairs 24 hours a day, seven days a week. The number is in Derby’s repair contacts.
- 01Emergency cases of damp and mould
- 02No water or electricity at all
- 03Unsafe electrical fittings
- 04A blocked main sewer drain backing up into the home
- 05Your only toilet is unusable
- 06Doors or windows that leave your home insecure
- 07No gas supply at all
- 08Heating or hot water breakdowns between 1 November and 30 April
What counts as an emergency, from derbyhomes.org.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Derby.
Timescales
How long Derby City Council has to fix it
Derby’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Derby’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 10 working daysIncludes significant cases of damp and mould. | No fixed legal limit unless it’s a hazard |
| Routine | 60 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 and made safe within 24 hours. Other significant hazards investigated within 10 working days, with a written summary within 3 working days and safety repairs within 5 working days; work to stop it coming back must start within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from derbyhomes.org and Derby’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 60 working days ago? That’s past Derby’s own target. You could claim compensation.
Start your claimYour options
If Derby City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Derby 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 Derby, it ordered £250 in compensation.
How to complain to DerbyYou 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 written reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full written reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Derby’s record
How Derby City Council performs on repairs
Jul 2026: The regulator found Derby is delivering the consumer standards, with most repairs done on time, good knowledge of the condition of its homes and over 99% meeting the Decent Homes Standard.
of Derby tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Derby in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Derby City Council
- How it handled repair requests.Service failure
£250 ordered
Sources: Regulator of Social Housing judgement, 29 July 2026; Derby tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Derby City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Derby City Council repairs: questions
What is Derby City Council’s repairs number?
01332 888777. Non-urgent repairs 8am to 5pm. Emergency repairs 24 hours a day, seven days a week.
What is Derby City Council’s emergency or out of hours repairs number?
01332 888777 (Repairs line). Non-urgent repairs 8am to 5pm. Emergency repairs 24 hours a day, seven days a week.
Can I report a repair to Derby City Council online?
Yes, at my.derbyhomes.org. Report non-urgent repairs any time through MyAccount. You need to sign up or log in. Phone for emergencies.
How long does Derby City Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Derby City 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. Derby’s own damp and mould commitment: Emergency damp and mould hazards investigated and made safe within 24 hours. Other significant hazards investigated within 10 working days, with a written summary within 3 working days and safety repairs within 5 working days; work to stop it coming back must start within 12 weeks.
How do I complain about a repair to Derby City Council?
Complain to the council first, online, by email (housing.complaints@derbyhomes.org) or by phone on 01332 888777. Acknowledged within 5 working days, with a full written 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 Derby City 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 Derby City Council for you. It’s free to check.
Start your claimIs Report Repair part of Derby City Council?
No. Report Repair is independent and not part of Derby City Council or any council or housing association. We show Derby’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 Derby?
Other landlords in the Midlands
- Birmingham City Council repairsCouncil
- City of Wolverhampton Council repairsCouncil
- Dudley Council repairsCouncil
- East Midlands Homes repairsHousing association
- EPIC Housing repairsHousing association
- Framework Housing Association repairsHousing association
- Nottingham City Council repairsCouncil
- Sandwell Council repairsCouncil
Reported a repair to Derby City Council and still waiting?
About 2 minutes. No documents. Free to check.