Independent · not part of Newcastle City Council
Newcastle City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Newcastle City 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 28 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: new.newcastle.gov.uk
Has Newcastle City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Newcastle’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, Newcastle’s emergency line is here.
How to report
Reporting a repair to Newcastle City 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 Newcastle misses its own target, complain. You may also be able to claim.
- IntercomIf you live in a multi-storey block, you can also report repairs using the intercom.
Emergency repairs
When to call Newcastle straight away
Phone Newcastle straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours, 7 days a week, for emergency and everyday repairs. The number is in Newcastle’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Newcastle.
Timescales
How long Newcastle City Council has to fix it
Newcastle’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Newcastle’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursThe council aims to respond and make your home safe within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 working days | No fixed legal limit unless it’s a hazard |
| Exterior | 40 working daysRepairs to the outside of your home, where possible. | 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 new.newcastle.gov.uk, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past Newcastle’s own target. You could claim compensation.
Start your claimYour options
If Newcastle City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Newcastle 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. In its recent decisions about Newcastle, it ordered £275 in compensation.
How to complain to NewcastleYou 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
Reply within 10 working days.
- Stage 2
Ask for a review
Reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Newcastle’s record
How Newcastle City Council performs on repairs
Jan 2025: The regulator found serious failings, including a stock condition survey over ten years old, more than 1,800 overdue repairs and over 1,000 open damp and mould cases, missing electrical safety checks, and over 850 overdue fire safety actions.
of Newcastle tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Newcastle in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Newcastle City Council
- How it handled damp and mould.Service failure
£275 ordered - How it handled reported repairs.Maladministration
Sources: Regulator of Social Housing judgement, 15 January 2025; Newcastle tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Newcastle City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Newcastle City Council repairs: questions
What is Newcastle City Council’s repairs number?
0191 278 7878. Open 24 hours, 7 days a week, for emergency and everyday repairs.
What is Newcastle City Council’s emergency or out of hours repairs number?
0191 278 7878 (Repairs line). Open 24 hours, 7 days a week, for emergency and everyday repairs.
How long does Newcastle City Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 40 working days (exterior). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Newcastle 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 Newcastle City Council?
Complain to the council first, by email (housingcomplaints@newcastle.gov.uk) or by phone on 0191 278 8600. 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 Newcastle 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 Newcastle City Council for you. It’s free to check.
Start your claimIs Report Repair part of Newcastle City Council?
No. Report Repair is independent and not part of Newcastle City Council or any council or housing association. We show Newcastle’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 Newcastle?
Other landlords in the North of England
- Hull City Council repairsCouncil
- Kirklees Council repairsCouncil
- Leeds City Council repairsCouncil
- North Star Housing Group repairsHousing association
- North Tyneside Council repairsCouncil
- North Yorkshire Council repairsCouncil
- Northumberland County Council repairsCouncil
- Sheffield City Council repairsCouncil
Reported a repair to Newcastle City Council and still waiting?
About 2 minutes. No documents. Free to check.