Independent · not part of Epping Forest District Council
Epping Forest District Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Epping Forest District 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 30 working days.
Other names: Qualis, Qualis Property Solutions
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: eppingforestdc.gov.uk
Has Epping Forest District Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Epping Forest’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, Epping Forest’s emergency line is here.
How to report
Reporting a repair to Epping Forest District 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 Epping Forest misses its own target, complain. You may also be able to claim.
- Online form (no account)Short repair form on the Qualis website: qualisgroup.com/report-a-repair
- EmailRepairs@qualispropertysolutions.co.uk
Emergency repairs
When to call Epping Forest straight away
Phone Epping Forest straight away if anything puts someone in danger or leaves your home unsafe. Run by Qualis, the council’s repairs company. Open 24 hours; out of office hours you are put through to the emergency service. The number is in Epping Forest’s repair contacts.
- 01A risk to you or your family
- 02Danger to the property
What counts as an emergency, from eppingforestdc.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Epping Forest.
Timescales
How long Epping Forest District Council has to fix it
Epping Forest’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Epping Forest’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursAttend and make safe; the full repair may need another visit. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 30 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Report damp and mould and any defect causing it (leaks, damaged gutters or walls, missing extractor fans) to Qualis as soon as possible; if no defect is found, a surveyor may be sent to carry out a detailed survey. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from eppingforestdc.gov.uk and Epping Forest’s damp and mould page, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 30 working days ago? That’s past Epping Forest’s own target. You could claim compensation.
Start your claimYour options
If Epping Forest District Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Epping Forest 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 Epping Forest, it ordered £100 in compensation.
How to complain to Epping ForestYou 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 reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply within 20 working days of that. Ask within 20 working days of the stage 1 reply.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Epping Forest’s record
How Epping Forest District Council performs on repairs
of Epping Forest tenants were satisfied with the repairs service in 2024/25.
Recent Housing Ombudsman decisions about Epping Forest District Council
- How it handled mould in the property.Service failure
£100 ordered
Sources: Epping Forest tenant satisfaction measures 2024/25; Housing Ombudsman decisions.
Contacts
Epping Forest District Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Epping Forest District Council repairs: questions
What is Epping Forest District Council’s repairs number?
0333 230 0464. Run by Qualis, the council’s repairs company. Open 24 hours; out of office hours you are put through to the emergency service.
What is Epping Forest District Council’s emergency or out of hours repairs number?
0333 230 0464 (Repairs line · 24 hours). Run by Qualis, the council’s repairs company. Open 24 hours; out of office hours you are put through to the emergency service.
Can I report a repair to Epping Forest District Council online?
Yes, at My Qualis portal. Book non-emergency routine repairs any time. You need to register an account. Phone for emergencies.
How long does Epping Forest District Council have to fix a repair?
Its own targets run from 4 hours (emergency) to 30 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Epping Forest 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. Epping Forest’s own damp and mould commitment: Report damp and mould and any defect causing it (leaks, damaged gutters or walls, missing extractor fans) to Qualis as soon as possible; if no defect is found, a surveyor may be sent to carry out a detailed survey.
How do I complain about a repair to Epping Forest District Council?
Complain to the council first, online, by email (complaints@eppingforestdc.gov.uk) or by phone on 01992 564000. Acknowledged within 5 working days, with a full 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 Epping Forest 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 Epping Forest District Council for you. It’s free to check.
Start your claimIs Report Repair part of Epping Forest District Council?
No. Report Repair is independent and not part of Epping Forest District Council or any council or housing association. We show Epping Forest’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 Epping Forest?
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Reported a repair to Epping Forest District Council and still waiting?
About 2 minutes. No documents. Free to check.