Independent · not part of Folkestone and Hythe District Council
Folkestone and Hythe District Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Folkestone and Hythe District 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 20 working days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: folkestone-hythe.gov.uk
Has Folkestone and Hythe District Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Folkestone and Hythe’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, Folkestone and Hythe’s emergency line is here.
How to report
Reporting a repair to Folkestone and Hythe 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 Folkestone and Hythe misses its own target, complain. You may also be able to claim.
- Gas, heating and hot waterT Brown Group: 01303 698 005 or freephone 0800 031 8849, or email Repairs@tbrown.com. Air source heat pumps: SGS on 01227 913398. Oil boilers: Headcorn Heating on 01622 891299.
- Communal systemsCommunal and emergency lighting, smoke vents, fire alarm panels, CCTV and door entry: NRT on 01737 366 318 or FHDC@nrtgroup.co.uk.
- Emailhousing.service@folkestone-hythe.gov.uk for council tenant rent and repairs.
Emergency repairs
When to call Folkestone and Hythe straight away
Phone Folkestone and Hythe straight away if anything puts someone in danger or leaves your home unsafe. The council’s emergency line outside office hours, only for emergencies that put health or safety at risk. The number is in Folkestone and Hythe’s repair contacts.
- 01No electricity
- 02No heating or hot water
- 03A major leak or serious roof leak
- 04Water leaking onto electrics
- 05Exposed wiring or sparking sockets
- 06Blocked toilet or drain when there is no other toilet
- 07Carbon monoxide or smoke alarm beeping
- 08Can’t lock an outside door or window
What counts as an emergency, from folkestone-hythe.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Folkestone and Hythe.
Timescales
How long Folkestone and Hythe District Council has to fix it
Folkestone and Hythe’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Folkestone and Hythe’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursSame day where possible. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working daysIn most cases. Some jobs need an inspection first. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Reported damp and mould is investigated within 10 working days, with findings sent within 3 working days of the inspection; confirmed hazards are started within 5 working days. Emergency hazards are made safe within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from folkestone-hythe.gov.uk and Folkestone and Hythe’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 20 working days ago? That’s past Folkestone and Hythe’s own target. You could claim compensation.
Start your claimYour options
If Folkestone and Hythe District Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Folkestone and Hythe 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 Folkestone and HytheYou 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 reply within 10 working days of that.
- Stage 2
Ask for a review
Reviewed by a senior housing manager if you’re not happy with the stage 1 reply.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Folkestone and Hythe’s record
How Folkestone and Hythe District Council performs on repairs
Jul 2026: The regulator found the council is delivering the consumer standards, with nearly all repairs done on time, damp and mould cases handled within legal timescales and complaints answered promptly.
of Folkestone and Hythe tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Folkestone and Hythe in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 29 July 2026; Folkestone and Hythe tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Folkestone and Hythe District Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Folkestone and Hythe District Council repairs: questions
What is Folkestone and Hythe District Council’s repairs number?
0800 028 7010 (Repairs line (Mears)) or 01303 853300 (Housing team) or 0300 003 0247 (Out of hours) or 0800 031 8849 (Gas and heating repairs (T Brown)). The council’s repairs contractor, for day-to-day repairs and updates on repairs you’ve already reported.
What is Folkestone and Hythe District Council’s emergency or out of hours repairs number?
0300 003 0247 (Out of hours · emergencies). The council’s emergency line outside office hours, only for emergencies that put health or safety at risk.
Can I report a repair to Folkestone and Hythe District Council online?
Yes, at Housing Online. Report a repair any time through the Housing Online portal. You need a MyAccount and a Housing Online account.
How long does Folkestone and Hythe District Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Folkestone and Hythe 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. Folkestone and Hythe’s own damp and mould commitment: Reported damp and mould is investigated within 10 working days, with findings sent within 3 working days of the inspection; confirmed hazards are started within 5 working days. Emergency hazards are made safe within 24 hours.
How do I complain about a repair to Folkestone and Hythe District Council?
Complain to the council first, online or by email (complaints@folkestone-hythe.gov.uk). Acknowledged within 5 working days, with a 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 Folkestone and Hythe 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 Folkestone and Hythe District Council for you. It’s free to check.
Start your claimIs Report Repair part of Folkestone and Hythe District Council?
No. Report Repair is independent and not part of Folkestone and Hythe District Council or any council or housing association. We show Folkestone and Hythe’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 Folkestone and Hythe?
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Reported a repair to Folkestone and Hythe District Council and still waiting?
About 2 minutes. No documents. Free to check.