Independent · not part of Luton Borough Council
Luton Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Luton Borough Council: the repairs phone number and emergency line, and how long the council has to fix it. The council’s own target for routine repairs is 30 working days.
Other names: LBC Housing
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: luton.gov.uk
Has Luton Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Luton’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, Luton’s emergency line is here.
How to report
Reporting a repair to Luton Borough Council
- 01Phone the repairs line. 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 Luton misses its own target, complain. You may also be able to claim.
- EmailHousing.Repairs@luton.gov.uk
- Tenancy self-serviceThe council’s online account for tenants can be used to report and check non-emergency repairs once you’ve registered.
Emergency repairs
When to call Luton straight away
Phone Luton straight away if anything puts someone in danger or leaves your home unsafe. Free number. Monday to Friday, 8am to 8pm for all repairs; at other times, weekends and bank holidays for emergencies only. The number is in Luton’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Luton.
Timescales
How long Luton Borough Council has to fix it
Luton’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Luton’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 1 to 24 hoursDanger to people or the building, loss of essential services, or risk of serious damage. Made safe first. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 30 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 luton.gov.uk, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 30 working days ago? That’s past Luton’s own target. You could claim compensation.
Start your claimYour options
If Luton Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Luton 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 LutonYou 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
Formally acknowledged and passed to an officer to investigate, who will tell you when to expect a reply.
- Stage 2
Ask for a review
Acknowledged within 5 working days and reviewed by a senior officer, with a full reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Luton’s record
How Luton Borough Council performs on repairs
of Luton tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Luton in 2024/25 were maladministration.
Sources: Luton tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Luton Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Luton Borough Council repairs: questions
What is Luton Borough Council’s repairs number?
0800 014 7333. Free number. Monday to Friday, 8am to 8pm for all repairs; at other times, weekends and bank holidays for emergencies only.
What is Luton Borough Council’s emergency or out of hours repairs number?
0800 014 7333 (Repairs line). Free number. Monday to Friday, 8am to 8pm for all repairs; at other times, weekends and bank holidays for emergencies only.
How long does Luton Borough Council have to fix a repair?
Its own targets run from 1 to 24 hours (emergency) to 30 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Luton 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.
How do I complain about a repair to Luton Borough Council?
Complain to the council first, online. Formally acknowledged and passed to an officer to investigate, who will tell you when to expect a reply. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Luton 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 Luton Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Luton Borough Council?
No. Report Repair is independent and not part of Luton Borough Council or any council or housing association. We show Luton’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 Luton?
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Reported a repair to Luton Borough Council and still waiting?
About 2 minutes. No documents. Free to check.