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Dover District Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Dover District Council: the repairs phone numbers and emergency line, and how long the council has to fix it. The council’s own target for routine repairs is 16 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: dover.gov.uk
Has Dover District Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Dover’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, Dover’s emergency line is here.
How to report
Reporting a repair to Dover District Council
- 01Phone the repairs line. 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 Dover misses its own target, complain. You may also be able to claim.
- Email MearsGeneral repairs can be emailed to dover.repairs@mearsgroup.co.uk.
- Email Sureserve or use WhatsAppGas, hot water and heating repairs can be emailed to SCS.CallCentre@sureserve.co.uk, or reported to the local repair team on WhatsApp.
- Email the council’s repairs teamFor outstanding or planned repairs: housing.repairs@dover.gov.uk or housingplannedmaintenance@dover.gov.uk.
- Damp and mouldReport damp and mould by phone on 01304 801110, by email to housing.repairs@dover.gov.uk, or with the council’s online damp and mould form.
Emergency repairs
When to call Dover straight away
Phone Dover straight away if anything puts someone in danger or leaves your home unsafe. Council repairs team, open 9am to 5pm Monday to Friday (except bank holidays); the same number takes emergencies out of hours. Emergency repairs must be reported by phone. Also for planned repairs and chasing an outstanding repair. The number is in Dover’s repair contacts.
- 01Gas leak or fumes
- 02No heating or hot water in winter
- 03Serious water or roof leak
- 04Blocked toilet or drain when there is no other toilet
- 05Unsafe electrics, such as exposed wiring
- 06Insecure outside door, window or lock
- 07Unsafe stairs
- 08Blocked flue to a boiler or open fire
What counts as an emergency, from dover.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Dover.
Timescales
How long Dover District Council has to fix it
Dover’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Dover’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Gas or carbon monoxide leak | 2 hoursUncontrollable gas or carbon monoxide leak (Sureserve). | No fixed legal limit unless it’s a hazard |
| Gas and heating emergency | 4 to 12 hoursWithin 4 hours in winter and 12 hours in summer (Sureserve). | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hoursEmergency household repairs (Mears). | Emergency hazards: investigate and make safe within 24 hours |
| Vital (gas and heating) | 1 day | No fixed legal limit unless it’s a hazard |
| Urgent | 3 days | No fixed legal limit unless it’s a hazard |
| Routine (gas and heating) | 7 days | No fixed legal limit unless it’s a hazard |
| Routine | 16 daysRoutine household repairs (Mears). | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards made safe within 24 hours. Other reports inspected within 10 working days, with a written summary within 3 working days, and significant hazards made safe within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from dover.gov.uk and Dover’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 16 days ago? That’s past Dover’s own target. You could claim compensation.
Start your claimYour options
If Dover District Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Dover 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 DoverYou 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.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Dover’s record
How Dover District Council performs on repairs
Jul 2026: The regulator found some weaknesses in complaint handling, tenant engagement, performance information and how anti-social behaviour is recorded, but found the council met the safety and quality standard.
of Dover tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Dover in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 8 July 2026; Dover tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Dover District Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Dover District Council repairs: questions
What is Dover District Council’s repairs number?
01304 801110 (Repairs and emergencies) or 020 8138 9758 (Gas and heating repairs (Sureserve)). Council repairs team, open 9am to 5pm Monday to Friday (except bank holidays); the same number takes emergencies out of hours. Emergency repairs must be reported by phone. Also for planned repairs and chasing an outstanding repair.
What is Dover District Council’s emergency or out of hours repairs number?
01304 801110 (Repairs and emergencies). Council repairs team, open 9am to 5pm Monday to Friday (except bank holidays); the same number takes emergencies out of hours. Emergency repairs must be reported by phone. Also for planned repairs and chasing an outstanding repair.
How long does Dover District Council have to fix a repair?
Its own targets run from 2 hours (gas or carbon monoxide leak) to 16 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Dover District 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. Dover’s own damp and mould commitment: Emergency damp and mould hazards made safe within 24 hours. Other reports inspected within 10 working days, with a written summary within 3 working days, and significant hazards made safe within 5 working days.
How do I complain about a repair to Dover District Council?
Complain to the council first, online. Acknowledged within 5 working days, with a full written reply within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Dover District 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 Dover District Council for you. It’s free to check.
Start your claimIs Report Repair part of Dover District Council?
No. Report Repair is independent and not part of Dover District Council or any council or housing association. We show Dover’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 Dover?
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Reported a repair to Dover District Council and still waiting?
About 2 minutes. No documents. Free to check.