Independent · not part of Rugby Borough Council
Rugby Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Rugby Borough Council: the repairs phone number and emergency line, reporting a repair online, and how long the council has to fix it.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: rugby.gov.uk
Has Rugby Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Rugby’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, Rugby’s emergency line is here.
How to report
Reporting a repair to Rugby Borough 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 Rugby misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Rugby straight away
Phone Rugby straight away if anything puts someone in danger or leaves your home unsafe. The council’s repairs team. Also takes emergency repairs outside office hours. The number is in Rugby’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Rugby.
Timescales
How long Rugby Borough Council has to fix it
Rugby’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Rugby’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursA contractor makes the home safe first, then the council completes the full repair within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| 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 rugby.gov.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Rugby Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Rugby 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 RugbyYou 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
Usually looked at within 5 days, with a reply within 10 working days.
- Stage 2
Ask for a review
You can appeal to the relevant Chief Officer, who normally aims to reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Rugby’s record
How Rugby Borough Council performs on repairs
May 2026: The regulator found serious failings: the council could not show how its repairs service was performing, had only partial stock condition information and gave tenants little real say; it also found Rugby had overcharged around 4,000 tenancies on rent.
of Rugby tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Rugby in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 May 2026; Rugby tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Rugby Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Rugby Borough Council repairs: questions
What is Rugby Borough Council’s repairs number?
01788 533888. The council’s repairs team. Also takes emergency repairs outside office hours.
What is Rugby Borough Council’s emergency or out of hours repairs number?
01788 533888 (Repairs line). The council’s repairs team. Also takes emergency repairs outside office hours.
Can I report a repair to Rugby Borough Council online?
Yes, at services.rugby.gov.uk. Online form for reporting a repair to your council home.
How long does Rugby Borough Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Rugby 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.
How do I complain about a repair to Rugby Borough Council?
Complain to the council first, online. Usually looked at within 5 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 Rugby 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 Rugby Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Rugby Borough Council?
No. Report Repair is independent and not part of Rugby Borough Council or any council or housing association. We show Rugby’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 Rugby?
Other landlords in the Midlands
Reported a repair to Rugby Borough Council and still waiting?
About 2 minutes. No documents. Free to check.