Independent · not part of Hounslow Council
Hounslow Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Hounslow 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 5 October 2026 · How we checkSource: hounslow.gov.uk
Has Hounslow Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Hounslow’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, Hounslow’s emergency line is here.
How to report
Reporting a repair to Hounslow 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 Hounslow misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Hounslow straight away
Phone Hounslow straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 9am to 5pm. Also takes emergencies out of hours: weekdays 6pm to 8am and all weekend. The number is in Hounslow’s repair contacts.
- 01Major plumbing or electrical faults leaving you with no water or power
- 02No drinking water
- 03Burst pipes or a leak that can’t be controlled
- 04No heating or hot water in winter
- 05Serious blockages to main drains or stack pipes, or a blocked toilet if it’s the only one
- 06Security risks, such as windows or doors needing boarding up
- 07Serious structural defects
- 08Communal lights out where this is a health and safety risk
What counts as an emergency, from hounslow.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Hounslow.
Timescales
How long Hounslow Council has to fix it
Hounslow’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Hounslow’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| 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 |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Complex | 40 working days | No fixed legal limit unless it’s a hazard |
| 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 hounslow.gov.uk, checked 5 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 Hounslow’s own target. You could claim compensation.
Start your claimYour options
If Hounslow Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Hounslow 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 Hounslow, it ordered between £300 and £750 in compensation.
How to complain to HounslowYou 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.
- Stage 2
Ask for a review
Reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Hounslow’s record
How Hounslow Council performs on repairs
Oct 2025: The regulator found weaknesses, including only half of homes having had a condition survey in the last five years, overdue fire, water and electrical safety actions, and performance information that tenants can’t easily see.
of Hounslow tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Hounslow in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Hounslow Council
- How it handled reports of loss of heating and hot water.Maladministration
£750 ordered - How it handled repairs to a leak.Maladministration
£525 ordered - How it handled a request to repair an external pathway.Maladministration
£300 ordered
Sources: Regulator of Social Housing judgement, 29 October 2025; Hounslow tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Hounslow Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Hounslow Council repairs: questions
What is Hounslow Council’s repairs number?
020 8583 4000 (Repairs line) or 0800 634 9434 (Heating and hot water). Weekdays 9am to 5pm. Also takes emergencies out of hours: weekdays 6pm to 8am and all weekend.
What is Hounslow Council’s emergency or out of hours repairs number?
020 8583 4000 (Repairs line). Weekdays 9am to 5pm. Also takes emergencies out of hours: weekdays 6pm to 8am and all weekend.
Can I report a repair to Hounslow Council online?
Yes, at my.hounslow.gov.uk. Online form to request a housing repair. Phone for emergencies.
How long does Hounslow Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 40 working days (complex). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Hounslow 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 Hounslow Council?
Complain to the council first, online or by phone on 020 8583 5211. Acknowledged within 5 working days, with a reply 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 Hounslow 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 Hounslow Council for you. It’s free to check.
Start your claimIs Report Repair part of Hounslow Council?
No. Report Repair is independent and not part of Hounslow Council or any council or housing association. We show Hounslow’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 Hounslow?
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Reported a repair to Hounslow Council and still waiting?
About 2 minutes. No documents. Free to check.