Independent · not part of Ipswich Borough Council
Ipswich Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Ipswich Borough 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 15 working days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: ipswich.gov.uk
Has Ipswich Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Ipswich’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, Ipswich’s emergency line is here.
How to report
Reporting a repair to Ipswich Borough 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 Ipswich misses its own target, complain. You may also be able to claim.
- Chase a repairOnline form to chase a repair or follow-on work; Ipswich aims to respond within 5 working days.
Emergency repairs
When to call Ipswich straight away
Phone Ipswich straight away if anything puts someone in danger or leaves your home unsafe. Urgent repairs outside office hours; the out-of-hours team will assess and send a tradesperson. The number is in Ipswich’s repair contacts.
- 01A blocked toilet
- 02Leaks
- 03Windows or doors that won’t secure
- 04A major electrical fault
What counts as an emergency, from ipswich.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Ipswich.
Timescales
How long Ipswich Borough Council has to fix it
Ipswich’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Ipswich’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hours5 hours between 5pm and 8am. | Emergency hazards: investigate and make safe within 24 hours |
| Day | Next working dayBy the end of the following working day, such as a blocked drain or a broken lock. | No fixed legal limit unless it’s a hazard |
| Urgent | 5 working daysSuch as minor roof leaks or a broken tap. | No fixed legal limit unless it’s a hazard |
| Routine | 15 working daysSuch as internal doors, windows or a shower. | No fixed legal limit unless it’s a hazard |
| Planned | 60 working daysSuch as gutters, drainpipes or plastering. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Report damp or mould straight away; Ipswich says it will inspect within 24 hours to identify any hazards. Emergency hazards are made safe within 24 hours; significant hazards are investigated within 10 working days, with safety work within 5 working days after that. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from ipswich.gov.uk and Ipswich’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 15 working days ago? That’s past Ipswich’s own target. You could claim compensation.
Start your claimYour options
If Ipswich Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Ipswich 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 IpswichYou 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
Acknowledged within 5 working days, with a full reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Ipswich’s record
How Ipswich Borough Council performs on repairs
Jul 2025: First consumer grading after an inspection: the regulator found serious failings, including very few homes surveyed for hazards so it was unclear how decent homes figures were reached, poor data about tenants, and weak evidence that tenants’ views changed services.
of Ipswich tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Ipswich in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 30 July 2025; Ipswich tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Ipswich Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Ipswich Borough Council repairs: questions
What is Ipswich Borough Council’s repairs number?
01473 432000 (Repairs line) or 01473 433444 (Out of hours). Customer Services Centre, weekdays 8.30am to 5pm (Wednesday from 9.30am). Call for urgent repairs, such as your only toilet not working or a safety concern.
What is Ipswich Borough Council’s emergency or out of hours repairs number?
01473 433444 (Out of hours · emergencies). Urgent repairs outside office hours; the out-of-hours team will assess and send a tradesperson.
Can I report a repair to Ipswich Borough Council online?
Yes, at ipswich.gov.uk – Housing Online. Book a repair, choose an appointment and see your repairs through Housing Online. You need to register for an account. Phone for urgent repairs.
How long does Ipswich Borough Council have to fix a repair?
Its own targets run from 4 hours (emergency) to 60 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Ipswich 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. Ipswich’s own damp and mould commitment: Report damp or mould straight away; Ipswich says it will inspect within 24 hours to identify any hazards. Emergency hazards are made safe within 24 hours; significant hazards are investigated within 10 working days, with safety work within 5 working days after that.
How do I complain about a repair to Ipswich Borough Council?
Complain to the council first, online, by email (complaints@ipswich.gov.uk) or by phone on 01473 432000. 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.
Can I claim compensation from Ipswich 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 Ipswich Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Ipswich Borough Council?
No. Report Repair is independent and not part of Ipswich Borough Council or any council or housing association. We show Ipswich’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 Ipswich?
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Reported a repair to Ipswich Borough Council and still waiting?
About 2 minutes. No documents. Free to check.