Independent · not part of Medway Council
Medway Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Medway Council: the repairs phone numbers and emergency line, 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 9 October 2026 · How we checkSource: medway.gov.uk
Has Medway Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Medway’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, Medway’s emergency line is here.
How to report
Reporting a repair to Medway 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 Medway misses its own target, complain. You may also be able to claim.
- EmailReport a repair by email: housingrepairs@medway.gov.uk
- Damp and mouldReport damp, mould or condensation by email to housingsafetyconcern@medway.gov.uk or by phone on 01634 733499.
Emergency repairs
When to call Medway straight away
Phone Medway straight away if anything puts someone in danger or leaves your home unsafe. Report repairs any time of day, 7 days a week. Option 4 goes straight to Sureserve for heating problems. The number is in Medway’s repair contacts.
- 01Complete loss of electricity, or unsafe, broken or missing electrical fittings
- 02Complete loss of gas supply
- 03Blocked, damaged or faulty flue to an open fire or gas appliance
- 04No heating or hot water where vulnerable tenants live (1 November to 31 March)
- 05Blocked toilet, soil stack or foul drain
- 06Leak from a water or heating pipe, tank or cistern
- 07Boarding up broken windows or doors
- 08Loss of heating or hot water in independent living homes
What counts as an emergency, from medway.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Medway.
Timescales
How long Medway Council has to fix it
Medway’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Medway’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 2 hoursAttend within 2 hours to make safe, including out of hours; a follow-up visit may be needed to finish the job. | 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 |
| Major works | 45 working daysFor bigger jobs such as replacing a full set of stairs. | 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 medway.gov.uk, checked 9 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 Medway’s own target. You could claim compensation.
Start your claimYour options
If Medway Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Medway 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 aimed for within 20 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days and reviewed by someone not involved before, with a written reply aimed for within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Medway’s record
How Medway Council performs on repairs
Nov 2024: The regulator found some weaknesses: more than 45% of property condition records were out of date, just over 8% of homes failed the Decent Homes Standard, and it lacked full information on tenants’ needs.
of Medway tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 27 November 2024; Medway tenant satisfaction measures 2024/25.
Contacts
Medway Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Medway Council repairs: questions
What is Medway Council’s repairs number?
01634 333601 (Repairs line) or 0800 073 0073 (Repairs freephone). Report repairs any time of day, 7 days a week. Option 4 goes straight to Sureserve for heating problems.
What is Medway Council’s emergency or out of hours repairs number?
01634 333601 (Repairs line). Report repairs any time of day, 7 days a week. Option 4 goes straight to Sureserve for heating problems.
How long does Medway Council have to fix a repair?
Its own targets run from 2 hours (emergency) to 45 working days (major works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Medway 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 Medway Council?
Complain to the council first, online or by phone on 01634 333333. Acknowledged within 5 working days, with a written reply aimed for within 20 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 Medway 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 Medway Council for you. It’s free to check.
Start your claimIs Report Repair part of Medway Council?
No. Report Repair is independent and not part of Medway Council or any council or housing association. We show Medway’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 Medway?
Other landlords in the South of England
- Bristol City Council repairsCouncil
- Mid Devon District Council repairsCouncil
- Milton Keynes City Council repairsCouncil
- Moat repairsHousing association
- New Forest District Council repairsCouncil
- Norwich City Council repairsCouncil
- Portsmouth City Council repairsCouncil
- Southampton City Council repairsCouncil
Reported a repair to Medway Council and still waiting?
About 2 minutes. No documents. Free to check.