Independent · not part of Kingston Council
Kingston Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Kingston 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 10 working days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: kingston.gov.uk
Has Kingston Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Kingston’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, Kingston’s emergency line is here.
How to report
Reporting a repair to Kingston 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 Kingston misses its own target, complain. You may also be able to claim.
- EmailNon-urgent repairs can be emailed to rbk@cardogroup.co.uk.
- Damp and mouldCall 020 8547 5000, report it online, or email rbk@cardogroup.co.uk.
Emergency repairs
When to call Kingston straight away
Phone Kingston straight away if anything puts someone in danger or leaves your home unsafe. Kingston Council's emergency number outside normal working hours (Monday to Friday, 9am to 5pm), at weekends and on bank holidays. The number is in Kingston’s repair contacts.
- 01Burst pipes or leaks you can’t control
- 02No power to the home
- 03Broken windows that need boarding up
- 04Front door or window that won’t lock
- 05No drinking water
What counts as an emergency, from kingston.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Kingston.
Timescales
How long Kingston Council has to fix it
Kingston’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Kingston’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 2 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 24 hours | No fixed legal limit unless it’s a hazard |
| Routine | 10 working daysAn appointment is made for routine repairs. | No fixed legal limit unless it’s a hazard |
| Exceptional | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | A surveyor visits to inspect, assesses the problem and explains next steps; the contractor then carries out any work needed. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from kingston.gov.uk and Kingston’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 10 working days ago? That’s past Kingston’s own target. You could claim compensation.
Start your claimYour options
If Kingston Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Kingston 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 KingstonYou 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
Ask within 25 working days of the stage 1 reply; acknowledged within 5 working days, with a senior manager’s reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Kingston’s record
How Kingston Council performs on repairs
of Kingston tenants were satisfied with the repairs service in 2024/25.
Recent Housing Ombudsman decisions about Kingston Council
- How it handled reports of leaks, damp and mould.Severe maladministration
Sources: Kingston tenant satisfaction measures 2024/25; Housing Ombudsman decisions.
Contacts
Kingston Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Kingston Council repairs: questions
What is Kingston Council’s repairs number?
020 8547 5000 (Repairs line) or 020 8547 5800 (Out of hours). Call this number to report an emergency repair. Do not use the online form for emergencies.
What is Kingston Council’s emergency or out of hours repairs number?
020 8547 5800 (Out of hours · emergencies). Kingston Council's emergency number outside normal working hours (Monday to Friday, 9am to 5pm), at weekends and on bank holidays.
Can I report a repair to Kingston Council online?
Yes, at kingston.gov.uk repair form. Non-urgent repairs only, through the ‘Report a repair’ link on this page. Phone for emergencies.
How long does Kingston Council have to fix a repair?
Its own targets run from 2 hours (emergency) to 20 working days (exceptional). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Kingston 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. Kingston’s own damp and mould commitment: A surveyor visits to inspect, assesses the problem and explains next steps; the contractor then carries out any work needed.
How do I complain about a repair to Kingston Council?
Complain to the council first, online or by phone on 020 8547 5000. 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 Kingston 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 Kingston Council for you. It’s free to check.
Start your claimIs Report Repair part of Kingston Council?
No. Report Repair is independent and not part of Kingston Council or any council or housing association. We show Kingston’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 Kingston?
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Reported a repair to Kingston Council and still waiting?
About 2 minutes. No documents. Free to check.