Independent · not part of English Rural Housing Association
English Rural Housing Association repairs: how to report a repair, phone numbers and timescales
How to report a repair to English Rural Housing Association: the repairs phone numbers and emergency line, reporting a repair online, and how long English Rural has to fix it. English Rural’s own target for routine repairs is 30 days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: englishrural.org.uk
Has English Rural Housing Association been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet English Rural’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, English Rural’s emergency line is here.
How to report
Reporting a repair to English Rural Housing Association
- 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 English Rural misses its own target, complain. You may also be able to claim.
- Emailinfo@englishrural.org.uk
Emergency repairs
When to call English Rural straight away
Phone English Rural straight away if anything puts someone in danger or leaves your home unsafe. Emergencies outside office hours (before 9am, after 5pm, and at weekends). The number is in English Rural’s repair contacts.
- 01No heating or hot water in winter
- 02Serious leaks
- 03Total loss of power
- 04Blocked main drains
- 05Anything that puts health or safety at risk
What counts as an emergency, from englishrural.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell English Rural.
Timescales
How long English Rural Housing Association has to fix it
English Rural’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | English Rural’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend to make safe. | Emergency hazards: investigate and make safe within 24 hours |
| Health and safety | 7 daysDamp and mould inspections and other health and safety hazards: attend to make safe. | No fixed legal limit unless it’s a hazard |
| Urgent | 14 daysAppointment arranged within 14 calendar days. | No fixed legal limit unless it’s a hazard |
| Routine | 30 daysCompleted within 30 calendar days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Damp and mould is treated as a health and safety repair, with a visit to make it safe within 7 days. Its damp page sets out the Awaab’s Law timescales: significant damp or mould investigated within 10 working days, with a written summary within 3 working days after that. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from englishrural.org.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 30 days ago? That’s past English Rural’s own target. You could claim compensation.
Start your claimYour options
If English Rural Housing Association doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with English Rural 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 English Rural
This can get English Rural to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order English Rural to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to English Rural
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to English Rural
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- 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 English Rural to put things right.
English Rural’s record
How English Rural Housing Association performs on repairs
Jul 2026: The regulator found weaknesses in the repairs service, including damp and mould cases not dealt with on time and uneven results between areas, and in how tenants’ views shape decisions.
of English Rural tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 29 July 2026; English Rural tenant satisfaction measures 2024/25.
Contacts
English Rural Housing Association’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
English Rural Housing Association repairs: questions
What is English Rural Housing Association’s repairs number?
0800 121 4422 (Repairs line) or 020 7820 7930 (Main office) or 0800 046 9985 (Out of hours). For repairs, damp and mould. Office hours are Monday to Friday, 9am to 5pm.
What is English Rural Housing Association’s emergency or out of hours repairs number?
0800 046 9985 (Out of hours · emergencies). Emergencies outside office hours (before 9am, after 5pm, and at weekends).
Can I report a repair to English Rural Housing Association online?
Yes, at my.englishrural.org.uk. My English Rural resident account, open 24/7 for repairs and damp and mould reports. You need to register.
How long does English Rural Housing Association have to fix a repair?
Its own targets run from 24 hours (emergency) to 30 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for English Rural Housing Association tenants?
Since 27 October 2025, English Rural 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. English Rural’s own damp and mould commitment: Damp and mould is treated as a health and safety repair, with a visit to make it safe within 7 days. Its damp page sets out the Awaab’s Law timescales: significant damp or mould investigated within 10 working days, with a written summary within 3 working days after that.
How do I complain about a repair to English Rural Housing Association?
Complain to English Rural first, online or by phone on 020 7820 7930. It should acknowledge your complaint within 5 working days and 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 English Rural Housing Association?
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 English Rural Housing Association for you. It’s free to check.
Start your claimIs Report Repair part of English Rural Housing Association?
No. Report Repair is independent and not part of English Rural Housing Association or any council or housing association. We show English Rural’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 English Rural has to fix, by problem
Not English Rural?
Other landlords in the South of England
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- Fareham Borough Council repairsCouncil
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to English Rural Housing Association and still waiting?
About 2 minutes. No documents. Free to check.