Independent · not part of Hackney Council
Hackney Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Hackney 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 21 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: hackney.gov.uk
Has Hackney Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hackney’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, Hackney’s emergency line is here.
How to report
Reporting a repair to Hackney 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 Hackney misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Hackney straight away
Phone Hackney straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours for emergencies. Other repairs: weekdays 9am to 5pm (Wednesday until 4pm). The number is in Hackney’s repair contacts.
- 01Flood, fire or explosion damage
- 02Getting a vulnerable tenant back into their home
- 03Major plumbing or electrical faults causing large-scale loss of water or power
What counts as an emergency, from hackney.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Hackney.
Timescales
How long Hackney Council has to fix it
Hackney’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Hackney’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Immediate | 2 hours | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Normal | 21 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Inspect within 10 working days and send a summary report within 3 working days of the inspection; fix damp and mould that could harm health or safety within 5 working days; preventative work within 12 weeks; emergency cases repaired within 24 hours | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from hackney.gov.uk and Hackney’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 21 working days ago? That’s past Hackney’s own target. You could claim compensation.
Start your claimYour options
If Hackney Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hackney 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 Hackney, it ordered between £50 and £225 in compensation.
How to complain to HackneyYou 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 aimed for within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Hackney’s record
How Hackney Council performs on repairs
Aug 2024: The regulator found serious failings, including hundreds of overdue gas safety checks, thousands of homes without a current electrical safety certificate, an out-of-date stock condition survey, and large backlogs of damp and mould cases and overdue repairs.
of Hackney tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Hackney in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Hackney Council
- How it handled concerns about the heating and hot water system.Service failure
£50 ordered - How it handled a request for repairs.Maladministration
- How it handled reports of damp and mould and associated repair work.Service failure
£225 ordered
Sources: Regulator of Social Housing judgement, 9 August 2024; Hackney tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Hackney Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Hackney Council repairs: questions
What is Hackney Council’s repairs number?
020 8356 3691. Open 24 hours for emergencies. Other repairs: weekdays 9am to 5pm (Wednesday until 4pm).
What is Hackney Council’s emergency or out of hours repairs number?
020 8356 3691 (Repairs line). Open 24 hours for emergencies. Other repairs: weekdays 9am to 5pm (Wednesday until 4pm).
Can I report a repair to Hackney Council online?
Yes, at housingrepairs.hackney.gov.uk. Non-emergency repairs inside your home only. Phone for emergencies and communal repairs.
How long does Hackney Council have to fix a repair?
Its own targets run from 2 hours (immediate) to 21 working days (normal). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Hackney 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. Hackney’s own damp and mould commitment: Inspect within 10 working days and send a summary report within 3 working days of the inspection; fix damp and mould that could harm health or safety within 5 working days; preventative work within 12 weeks; emergency cases repaired within 24 hours
How do I complain about a repair to Hackney Council?
Complain to the council first, online or by phone on 020 8356 3770. Acknowledged within 5 working days, with a full reply aimed for within 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 Hackney 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 Hackney Council for you. It’s free to check.
Start your claimIs Report Repair part of Hackney Council?
No. Report Repair is independent and not part of Hackney Council or any council or housing association. We show Hackney’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 Hackney?
Other landlords in London
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Reported a repair to Hackney Council and still waiting?
About 2 minutes. No documents. Free to check.