Independent · not part of East Suffolk Council
East Suffolk Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to East Suffolk Council: the repairs phone numbers and emergency line, reporting a repair online, and how long the council has to fix it.
Other names: Waveney District Council
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: eastsuffolk.gov.uk
Has East Suffolk Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet East Suffolk’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, East Suffolk’s emergency line is here.
How to report
Reporting a repair to East Suffolk 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 East Suffolk misses its own target, complain. You may also be able to claim.
- In personEmergency repairs can be reported in person at The Marina Customer Services Centre, Lowestoft, or Beccles Library.
- PostHousing Repairs, Riverside, 4 Canning Road, Lowestoft, Suffolk NR33 0EQ.
Emergency repairs
When to call East Suffolk straight away
Phone East Suffolk straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs outside office hours, at weekends and on bank holidays. The number is in East Suffolk’s repair contacts.
- 01Gas leak
- 02Home not secure
- 03Water or roof leak
- 04Faulty electrics
- 05Heating breakdown
- 06Blocked drains
- 07Dangerous structures
What counts as an emergency, from eastsuffolk.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell East Suffolk.
Timescales
How long East Suffolk Council has to fix it
East Suffolk’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | East Suffolk’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Priority B · Emergency | 24 hoursAttendance within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Priority C | 3 working days | No fixed legal limit unless it’s a hazard |
| Priority D | 10 working days | No fixed legal limit unless it’s a hazard |
| Priority E | By agreementLarger projects. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from eastsuffolk.gov.uk, 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 East Suffolk Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with East Suffolk 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
A manager replies, usually within 10 working days; the council has temporarily extended this to 20 working days because of high complaint numbers.
- Stage 2
Ask for a review
Ask within 3 months of the stage 1 reply; a senior officer not involved before re-investigates and usually replies within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
East Suffolk’s record
How East Suffolk Council performs on repairs
Jul 2025: The regulator found serious failings: around half of the council’s homes did not meet the Decent Homes Standard, a quarter had not had a condition survey, and hazards and damp and mould cases were not being properly tracked.
of East Suffolk tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 30 July 2025; East Suffolk tenant satisfaction measures 2024/25.
Contacts
East Suffolk Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
East Suffolk Council repairs: questions
What is East Suffolk Council’s repairs number?
0333 016 2000 (Repairs line) or 01284 776100 (Out of hours) or 0800 047 0120 (Gas boiler and heating (Gasway)). For all repairs, including emergencies during office hours: Monday to Thursday 8.45am to 5pm, Friday 8.45am to 4pm.
What is East Suffolk Council’s emergency or out of hours repairs number?
01284 776100 (Out of hours · emergencies). Emergency repairs outside office hours, at weekends and on bank holidays.
Can I report a repair to East Suffolk Council online?
Yes, at my.eastsuffolk.gov.uk repair request. Online form for non-emergency repairs. Tenants can also use myHome East Suffolk to request repairs and change appointments. Don’t use it for emergencies.
How long does East Suffolk Council have to fix a repair?
Its own targets run from 24 hours (priority b · emergency) to By agreement (priority e). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for East Suffolk 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.
How do I complain about a repair to East Suffolk Council?
Complain to the council first, online. A manager replies, usually within 10 working days; the council has temporarily extended this to 20 working days because of high complaint numbers. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from East Suffolk 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 East Suffolk Council for you. It’s free to check.
Start your claimIs Report Repair part of East Suffolk Council?
No. Report Repair is independent and not part of East Suffolk Council or any council or housing association. We show East Suffolk’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 East Suffolk?
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Reported a repair to East Suffolk Council and still waiting?
About 2 minutes. No documents. Free to check.