Independent · not part of Lancaster City Council
Lancaster City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Lancaster City Council: the repairs phone numbers and emergency line, reporting a repair online, and how long the council has to fix it.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: lancaster.gov.uk
Has Lancaster City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Lancaster’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, Lancaster’s emergency line is here.
How to report
Reporting a repair to Lancaster City 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 Lancaster misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Lancaster straight away
Phone Lancaster straight away if anything puts someone in danger or leaves your home unsafe. Emergency Call Centre for emergency repairs when the office is closed. The number is in Lancaster’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Lancaster.
Timescales
How long Lancaster City Council has to fix it
Lancaster’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Lancaster’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursOr immediately where there is danger to life or serious damage to the property. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Other repairs | 4 weeks | 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 lancaster.gov.uk, checked 9 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 Lancaster City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Lancaster 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 complainYou 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 written reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days and reviewed by a senior officer not involved before, with a final reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Lancaster’s record
How Lancaster City Council performs on repairs
Aug 2026: The regulator found some weaknesses, including a backlog of repairs, complaint replies that were not always on time, limited understanding of tenants’ diverse needs and tenant involvement that was not yet fully developed.
of Lancaster tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 12 August 2026; Lancaster tenant satisfaction measures 2024/25.
Contacts
Lancaster City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Lancaster City Council repairs: questions
What is Lancaster City Council’s repairs number?
01524 582929 (Repairs line) or 01524 67099 (Out of hours) or 0800 111 4521 (Gas repairs (OCS)). For all repairs except gas, during office hours.
What is Lancaster City Council’s emergency or out of hours repairs number?
01524 67099 (Out of hours · emergencies). Emergency Call Centre for emergency repairs when the office is closed.
Can I report a repair to Lancaster City Council online?
Yes, at lancastercc-self.achieveservice.com. Online form to report a council housing repair.
How long does Lancaster City Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 4 weeks (other repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Lancaster City 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 Lancaster City Council?
Complain to the council first, online or by email (complaints@lancaster.gov.uk). Acknowledged within 5 working days, with a written reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Lancaster City 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 Lancaster City Council for you. It’s free to check.
Start your claimIs Report Repair part of Lancaster City Council?
No. Report Repair is independent and not part of Lancaster City Council or any council or housing association. We show Lancaster’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 Lancaster?
Other landlords in the North of England
- Hull City Council repairsCouncil
- Kirklees Council repairsCouncil
- Leeds City Council repairsCouncil
- Leeds Federated Housing Association repairsHousing association
- Lincolnshire Housing Partnership repairsHousing association
- Livin repairsHousing association
- Newcastle City Council repairsCouncil
- Sheffield City Council repairsCouncil
Reported a repair to Lancaster City Council and still waiting?
About 2 minutes. No documents. Free to check.