Independent · not part of Gravesham Borough Council
Gravesham Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Gravesham Borough Council: the repairs phone numbers and emergency line, reporting a repair online, and how long the council has to fix it.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: gravesham.gov.uk
Has Gravesham Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Gravesham’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, Gravesham’s emergency line is here.
How to report
Reporting a repair to Gravesham 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 Gravesham misses its own target, complain. You may also be able to claim.
- Report damp and mould onlineMyGravesham has a separate online form for reporting damp and mould.
Emergency repairs
When to call Gravesham straight away
Phone Gravesham straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours a day, 7 days a week, for emergencies only. Report other repairs online. The number is in Gravesham’s repair contacts.
- 01No water or electricity at all
- 02Sparking electrics or exposed wires
- 03A badly damaged or dangerous roof
- 04A major water leak
- 05Your only toilet is blocked, or a drain is blocked and backing up
- 06You can’t get into your home, or it can’t be secured
What counts as an emergency, from gravesham.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Gravesham.
Timescales
How long Gravesham Borough Council has to fix it
Gravesham’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Gravesham’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend within 24 hours to make safe, with a follow-up appointment if more work is needed. | Emergency hazards: investigate and make safe within 24 hours |
| 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 gravesham.gov.uk, checked 8 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 Gravesham Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Gravesham 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
Acknowledged within 5 working days, with a full reply within a further 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full reply within a further 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Gravesham’s record
How Gravesham Borough Council performs on repairs
of Gravesham tenants were satisfied with the repairs service in 2024/25.
Contacts
Gravesham Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Gravesham Borough Council repairs: questions
What is Gravesham Borough Council’s repairs number?
01474 337777 (Emergency repairs line) or 01795 509651 (Heating and hot water (Sureserve)). Open 24 hours a day, 7 days a week, for emergencies only. Report other repairs online.
What is Gravesham Borough Council’s emergency or out of hours repairs number?
01474 337777 (Emergency repairs line). Open 24 hours a day, 7 days a week, for emergencies only. Report other repairs online.
Can I report a repair to Gravesham Borough Council online?
Yes, at my.gravesham.gov.uk. Online form for non-urgent repairs, with guides and advice. Phone for emergencies.
How long does Gravesham Borough Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Gravesham 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 Gravesham Borough Council?
Complain to the council first, online or by phone on 01474 337000. Acknowledged within 5 working days, with a full reply within a further 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 Gravesham 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 Gravesham Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Gravesham Borough Council?
No. Report Repair is independent and not part of Gravesham Borough Council or any council or housing association. We show Gravesham’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 Gravesham?
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Reported a repair to Gravesham Borough Council and still waiting?
About 2 minutes. No documents. Free to check.