Independent · not part of Eastbourne Borough Council
Eastbourne Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Eastbourne Borough Council: the repairs phone numbers 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 28 days.
Other names: Homes First
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: lewes-eastbourne.gov.uk
Has Eastbourne Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Eastbourne’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, Eastbourne’s emergency line is here.
How to report
Reporting a repair to Eastbourne 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 Eastbourne misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Eastbourne straight away
Phone Eastbourne straight away if anything puts someone in danger or leaves your home unsafe. Choose option 2. Open 24 hours, 7 days a week, for emergencies only; report other repairs online. The number is in Eastbourne’s repair contacts.
- 01No water at all
- 02No heating between 31 October and 1 May
- 03Burst pipe or flooding
- 04No power at all, or unsafe electrics
- 05Toilet not working where it’s the only one
- 06Ground-floor window or door that won’t lock
- 07Dangerous glass in a door or window
What counts as an emergency, from lewes-eastbourne.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Eastbourne.
Timescales
How long Eastbourne Borough Council has to fix it
Eastbourne’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Eastbourne’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend and make safe; a return visit may be needed to finish the repair. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 daysFor example a blocked sink, bath or basin. | No fixed legal limit unless it’s a hazard |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Replacement works | 85 daysFor example replacement doors, windows, kitchens, bathrooms or roofing. | 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 lewes-eastbourne.gov.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Eastbourne’s own target. You could claim compensation.
Start your claimYour options
If Eastbourne Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Eastbourne 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 EastbourneYou 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 formal stage 1 investigation can take up to 10 working days.
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Eastbourne’s record
How Eastbourne Borough Council performs on repairs
Oct 2025: The regulator found some weaknesses, including a backlog of overdue repairs not visible to senior leaders, complaint replies that were not on time, and limited understanding of tenants’ diverse needs.
of Eastbourne tenants were satisfied with the repairs service in 2024/25.
Recent Housing Ombudsman decisions about Eastbourne Borough Council
- How it handled requests for external repairs.Service failure
Sources: Regulator of Social Housing judgement, 15 October 2025; Eastbourne tenant satisfaction measures 2024/25; Housing Ombudsman decisions.
Contacts
Eastbourne Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Eastbourne Borough Council repairs: questions
What is Eastbourne Borough Council’s repairs number?
01323 410000 (Emergency repairs) or 0800 865 4428 (Gas and heat pump repairs (BSW)). Choose option 2. Open 24 hours, 7 days a week, for emergencies only; report other repairs online.
What is Eastbourne Borough Council’s emergency or out of hours repairs number?
01323 410000 (Emergency repairs). Choose option 2. Open 24 hours, 7 days a week, for emergencies only; report other repairs online.
Can I report a repair to Eastbourne Borough Council online?
Yes, at lewes-eastbourne.gov.uk/article/1225/Request-a-repair. Non-emergency repairs to your council home or communal area. Don’t use it for emergencies.
How long does Eastbourne Borough Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 85 days (replacement works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Eastbourne 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.
How do I complain about a repair to Eastbourne Borough Council?
Complain to the council first, online. A formal stage 1 investigation can take up to 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 Eastbourne 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 Eastbourne Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Eastbourne Borough Council?
No. Report Repair is independent and not part of Eastbourne Borough Council or any council or housing association. We show Eastbourne’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 Eastbourne?
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Reported a repair to Eastbourne Borough Council and still waiting?
About 2 minutes. No documents. Free to check.