Independent · not part of Guildford Borough Council
Guildford Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Guildford Borough Council: the repairs phone numbers and emergency line, reporting a repair online, and how long the council has to fix it.
Service update. The council says non-emergency repairs are delayed while its new repairs contractor, Axis/CLC, is brought fully on board. Emergency repairs are not affected.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: guildford.gov.uk
Has Guildford Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Guildford’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, Guildford’s emergency line is here.
How to report
Reporting a repair to Guildford 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 Guildford misses its own target, complain. You may also be able to claim.
- Emailrepairs@guildford.gov.uk
- Damp and mouldReport damp and mould online, by email to repairs@guildford.gov.uk or by phone on 01483 505050
Emergency repairs
When to call Guildford straight away
Phone Guildford straight away if anything puts someone in danger or leaves your home unsafe. For emergency repairs outside office hours. The number is in Guildford’s repair contacts.
- 01Anything that could lead to someone being hurt if not dealt with quickly
- 02Anything that could cause damage to the property
- 03Anything that could cause a health hazard
- 04Gas leaks (call National Grid on 0800 111 999)
What counts as an emergency, from guildford.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Guildford.
Timescales
How long Guildford Borough Council has to fix it
Guildford’s own repair targets aren’t available while its website is down. These are the legal limits under Awaab’s Law.
| Type of repair | Guildford’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Emergency damp and mould hazards are investigated within 24 hours and significant hazards within 10 working days. If a hazard is confirmed you get a written summary within 3 working days and safety work starts within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Guildford’s damp and mould commitment, 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 Guildford Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Guildford 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 Guildford, it ordered £1,000 in compensation.
How to complain to GuildfordYou 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.
- Stage 2
Ask for a review
Ask for a review within 28 days of the stage 1 reply. Acknowledged within 5 working days, with a full reply aimed for within 20 days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Guildford’s record
How Guildford Borough Council performs on repairs
Mar 2026: After an inspection in March 2026 the regulator upgraded the council from C3 to C1, finding it had fixed the serious failings found in 2024 on repairs, health and safety checks and tenant satisfaction data.
of Guildford tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Guildford in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Guildford Borough Council
- How it handled reports of a pest infestation.Maladministration
£1,000 ordered
Sources: Regulator of Social Housing judgement, 25 March 2026; Guildford tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Guildford Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Guildford Borough Council repairs: questions
What is Guildford Borough Council’s repairs number?
01483 444222 (Emergencies) or 01483 532122 (Out of hours). For emergency repairs during office hours. Report other repairs online.
What is Guildford Borough Council’s emergency or out of hours repairs number?
01483 532122 (Out of hours · emergencies). For emergency repairs outside office hours.
Can I report a repair to Guildford Borough Council online?
Yes, at guildford.gov.uk/reportarepair. Report non-emergency repairs to your council home online. Phone for emergencies.
What does Awaab’s Law mean for Guildford 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. Guildford’s own damp and mould commitment: Emergency damp and mould hazards are investigated within 24 hours and significant hazards within 10 working days. If a hazard is confirmed you get a written summary within 3 working days and safety work starts within 5 working days.
How do I complain about a repair to Guildford Borough Council?
Complain to the council first, online. Acknowledged within 5 working days, with a full reply within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Are there any problems with Guildford Borough Council’s repairs service right now?
When we last checked (8 October 2026), Guildford said: The council says non-emergency repairs are delayed while its new repairs contractor, Axis/CLC, is brought fully on board. Emergency repairs are not affected. The other ways to report are in Guildford’s repair contacts on this page.
Can I claim compensation from Guildford 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 Guildford Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Guildford Borough Council?
No. Report Repair is independent and not part of Guildford Borough Council or any council or housing association. We show Guildford’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 Guildford?
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Reported a repair to Guildford Borough Council and still waiting?
About 2 minutes. No documents. Free to check.