Independent · not part of Reading Borough Council
Reading Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Reading Borough 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 15 working days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: reading.gov.uk
Has Reading Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Reading’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, Reading’s emergency line is here.
How to report
Reporting a repair to Reading Borough 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 Reading misses its own target, complain. You may also be able to claim.
- Homes managed by Affinity ReadingAbout 1,250 council homes are managed by Affinity Reading Ltd under a PFI contract. Its tenants contact Affinity on 0800 028 6942 (9am to 5pm weekdays, and for out-of-hours emergencies) or customerservice@affinityhousing.co.uk.
Emergency repairs
When to call Reading straight away
Phone Reading straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 9am to 5pm. Free to call. Report other repairs through Housing Online. The number is in Reading’s repair contacts.
- 01Total loss of electricity, or communal lighting out across a whole building
- 02Dangerous electrics
- 03Water constantly leaking from a ceiling, toilet or pipework
- 04Toilet not flushing when it’s your only toilet
- 05No heating or hot water
- 06Blocked foul drain causing flooding
- 07Uncontained roof leak causing damage
- 08Outside door or reachable window insecure or broken, or your only door locked shut
What counts as an emergency, from reading.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Reading.
Timescales
How long Reading Borough Council has to fix it
Reading’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Reading’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 3 hoursImmediate and serious risk to you or the home. Out of hours, the home is made safe and secure only. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 2 working daysA serious risk is likely if not dealt with quickly, such as heating, hot water or electrics not working properly. | No fixed legal limit unless it’s a hazard |
| Routine | 15 working daysMost repairs. | No fixed legal limit unless it’s a hazard |
| Extended | 40 working daysWhere parts must be ordered or made to measure, such as doors or windows. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | The council says it will always work with you to manage damp and mould, and asks you to report any defects causing damp as soon as possible. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from reading.gov.uk and Reading’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 15 working days ago? That’s past Reading’s own target. You could claim compensation.
Start your claimYour options
If Reading Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Reading 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 ReadingYou 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 of the acknowledgement.
- Stage 2
Ask for a review
Ask within 28 days of the stage 1 reply. Acknowledged within 5 working days, with a written decision from a director within 20 working days of the acknowledgement.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Reading’s record
How Reading Borough Council performs on repairs
Apr 2025: The regulator found serious failings, including about 1,600 overdue repairs, missed repair targets, poor complaint handling and delays with fire safety actions.
of Reading tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Reading in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 30 April 2025; Reading tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Reading Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Reading Borough Council repairs: questions
What is Reading Borough Council’s repairs number?
0800 318 296 (Emergency repairs) or 0118 937 3737 (Out of hours). Monday to Friday, 9am to 5pm. Free to call. Report other repairs through Housing Online.
What is Reading Borough Council’s emergency or out of hours repairs number?
0800 318 296 (Emergency repairs · daytime). Monday to Friday, 9am to 5pm. Free to call. Report other repairs through Housing Online.
Can I report a repair to Reading Borough Council online?
Yes, at housingonline.reading.gov.uk. Report non-emergency repairs and book an appointment. You need to sign up for or log in to a Housing Online account.
How long does Reading Borough Council have to fix a repair?
Its own targets run from 3 hours (emergency) to 40 working days (extended). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Reading 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. Reading’s own damp and mould commitment: The council says it will always work with you to manage damp and mould, and asks you to report any defects causing damp as soon as possible.
How do I complain about a repair to Reading Borough Council?
Complain to the council first, online, by email (customer.relations@reading.gov.uk) or by phone on 0118 937 3787. Acknowledged within 5 working days, with a reply within 10 working days of the acknowledgement. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Reading 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 Reading Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Reading Borough Council?
No. Report Repair is independent and not part of Reading Borough Council or any council or housing association. We show Reading’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 Reading?
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Reported a repair to Reading Borough Council and still waiting?
About 2 minutes. No documents. Free to check.