Independent · not part of Oxford City Council
Oxford City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Oxford City Council: the repairs phone number 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 28 days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: oxford.gov.uk
Has Oxford City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Oxford’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, Oxford’s emergency line is here.
How to report
Reporting a repair to Oxford City Council
- 01Phone or report online. You’ll need an account to 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 Oxford misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Oxford straight away
Phone Oxford straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8am to 5pm. Evenings, weekends and bank holidays it is an emergency-only service, and the automated line will direct you. The number is in Oxford’s repair contacts.
- 01Severe leaks or burst pipes, or no water supply
- 02Your only toilet is blocked
- 03Water leaking onto electrics or causing damage
- 04No heating or hot water (1 November to 30 April)
- 05Suspected gas or boiler faults, or faulty smoke or carbon monoxide alarms
- 06Complete loss of power or unsafe electrical fittings
- 07Outside doors, ground-floor windows or locks that won’t secure your home
- 08Unsafe chimneys, walls or manhole covers
What counts as an emergency, from oxford.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Oxford.
Timescales
How long Oxford City Council has to fix it
Oxford’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Oxford’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursFixed straight away or made safe, with a full repair arranged as soon as possible. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 daysExcluding weekends and bank holidays. | No fixed legal limit unless it’s a hazard |
| Routine | 28 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Report damp and mould to customer services. Emergency cases are treated within 24 hours, moderate cases within 5 working days and minor cases within 3 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from oxford.gov.uk and Oxford’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Oxford’s own target. You could claim compensation.
Start your claimYour options
If Oxford City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Oxford 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 OxfordYou 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 full written reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full written reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Oxford’s record
How Oxford City Council performs on repairs
of Oxford tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Oxford in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Oxford City Council
- How it handled reports of damp and mould.Service failure
Sources: Oxford tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Oxford City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Oxford City Council repairs: questions
What is Oxford City Council’s repairs number?
01865 249811. Monday to Friday 8am to 5pm. Evenings, weekends and bank holidays it is an emergency-only service, and the automated line will direct you.
What is Oxford City Council’s emergency or out of hours repairs number?
01865 249811 (Customer services · repairs and emergencies). Monday to Friday 8am to 5pm. Evenings, weekends and bank holidays it is an emergency-only service, and the automated line will direct you.
Can I report a repair to Oxford City Council online?
Yes, at Tenant Portal. Report routine repairs, book an appointment and track progress. You need to register or log in.
How long does Oxford City Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Oxford 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. Oxford’s own damp and mould commitment: Report damp and mould to customer services. Emergency cases are treated within 24 hours, moderate cases within 5 working days and minor cases within 3 weeks.
How do I complain about a repair to Oxford City Council?
Complain to the council first, online, by email (OCCLSComplaints@oxford.gov.uk) or by phone on 01865 249811. Acknowledged within 5 working days, with a full 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 Oxford 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 Oxford City Council for you. It’s free to check.
Start your claimIs Report Repair part of Oxford City Council?
No. Report Repair is independent and not part of Oxford City Council or any council or housing association. We show Oxford’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 Oxford?
Other landlords in the South of England
- Brighton & Hove City Council repairsCouncil
- Bristol City Council repairsCouncil
- Norwich City Council repairsCouncil
- Plymouth Community Homes repairsHousing association
- Portsmouth City Council repairsCouncil
- Raven Housing Trust repairsHousing association
- Reading Borough Council repairsCouncil
- Southampton City Council repairsCouncil
Reported a repair to Oxford City Council and still waiting?
About 2 minutes. No documents. Free to check.