Independent · not part of New Forest District Council
New Forest District Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to New Forest District 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 20 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: newforest.gov.uk
Has New Forest District Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet New Forest’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, New Forest’s emergency line is here.
How to report
Reporting a repair to New Forest District 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 New Forest misses its own target, complain. You may also be able to claim.
- Emailhousing.supporthub@nfdc.gov.uk (Housing Support Hub)
Emergency repairs
When to call New Forest straight away
Phone New Forest straight away if anything puts someone in danger or leaves your home unsafe. For urgent repairs outside office hours. The number is in New Forest’s repair contacts.
- 01A danger to life
- 02Risk of serious damage to the property
- 03A problem affecting someone’s medical needs
- 04Emergency hazards under Awaab’s Law, such as serious damp or mould
What counts as an emergency, from newforest.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell New Forest.
Timescales
How long New Forest District Council has to fix it
New Forest’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | New Forest’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 3 hoursMake safe or do a temporary repair. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 24 hoursFor example no heating or hot water between 31 October and 1 May, or a faulty outside door lock. | No fixed legal limit unless it’s a hazard |
| Priority | 5 working daysFor example leaking pipes, blocked drains or rain coming in. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working daysAll other minor repairs. | No fixed legal limit unless it’s a hazard |
| Inspection first | 28 working daysRepairs that need inspecting first, such as fences and gates. | No fixed legal limit unless it’s a hazard |
| Programmed works | 90 working daysLarger jobs such as re-roofing or outside repainting. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Serious damp or mould that is an emergency hazard is made safe within 24 hours. Other significant hazards are inspected within 10 working days, with a written report within 3 working days of the inspection and repairs starting within 5 days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from newforest.gov.uk, checked 8 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 New Forest’s own target. You could claim compensation.
Start your claimYour options
If New Forest District Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with New Forest 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 reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
New Forest’s record
How New Forest District Council performs on repairs
of New Forest tenants were satisfied with the repairs service in 2024/25.
Contacts
New Forest District Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
New Forest District Council repairs: questions
What is New Forest District Council’s repairs number?
023 8028 5222 (Housing Support Hub) or 023 8028 5250 (Out of hours) or 07771 259098 (Out of hours). Office hours: Monday to Thursday 8.30am to 5.15pm, Friday 8.30am to 4.45pm.
What is New Forest District Council’s emergency or out of hours repairs number?
023 8028 5250 (Out of hours · emergencies). For urgent repairs outside office hours.
Can I report a repair to New Forest District Council online?
Yes, at housecall.co.uk. Report non-urgent repairs online. Phone for urgent repairs.
How long does New Forest District Council have to fix a repair?
Its own targets run from 3 hours (emergency) to 90 working days (programmed works). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for New Forest District 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. New Forest’s own damp and mould commitment: Serious damp or mould that is an emergency hazard is made safe within 24 hours. Other significant hazards are inspected within 10 working days, with a written report within 3 working days of the inspection and repairs starting within 5 days.
How do I complain about a repair to New Forest District Council?
Complain to the council first, online, by email (complaints@nfdc.gov.uk) or by phone on 023 8028 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 New Forest District 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 New Forest District Council for you. It’s free to check.
Start your claimIs Report Repair part of New Forest District Council?
No. Report Repair is independent and not part of New Forest District Council or any council or housing association. We show New Forest’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 New Forest?
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Reported a repair to New Forest District Council and still waiting?
About 2 minutes. No documents. Free to check.