Independent · not part of Runnymede Borough Council
Runnymede Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Runnymede 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: runnymede.gov.uk
Has Runnymede Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Runnymede’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, Runnymede’s emergency line is here.
How to report
Reporting a repair to Runnymede 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 Runnymede misses its own target, complain. You may also be able to claim.
- Damp and mould emailReport damp or mould to AWAABSLAW@runnymede.gov.uk, saying where the problem is.
Emergency repairs
When to call Runnymede straight away
Phone Runnymede straight away if anything puts someone in danger or leaves your home unsafe. Office hours Monday to Friday 9am to 4pm. The same number takes emergency repairs out of hours (5pm to 8am). The number is in Runnymede’s repair contacts.
- 01No electric heating or hot water at all (November to April)
- 02No cold water, or only some
- 03No electricity, or only some
- 04Leaking pipes or drains
- 05Blocked drain, or blocked toilet with no other toilet that flushes
- 06Unsafe electrics
- 07Making safe dangerous windows or external doors
What counts as an emergency, from runnymede.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Runnymede.
Timescales
How long Runnymede Borough Council has to fix it
Runnymede doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Runnymede’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Emergency hazards made safe within 24 hours. Significant damp and mould investigated within 10 working days and made safe within 5 working days of that, with a written summary within 3 working days of the visit and all further work started within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Runnymede’s damp and mould commitment, 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 Runnymede Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Runnymede 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 full reply or an update within 10 working days.
- Stage 2
Ask for a review
Looked at by a more senior manager.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Runnymede’s record
How Runnymede Borough Council performs on repairs
Feb 2026: The regulator found very serious failings: poor knowledge of the condition of its homes (almost 250 unknown hazards found during the inspection), over 300 fire safety actions overdue by more than a year, a damp and mould policy that doesn’t meet legal requirements, and complaints routinely answered late.
of Runnymede tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 25 February 2026; Runnymede tenant satisfaction measures 2024/25.
Contacts
Runnymede Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Runnymede Borough Council repairs: questions
What is Runnymede Borough Council’s repairs number?
01932 838383. Office hours Monday to Friday 9am to 4pm. The same number takes emergency repairs out of hours (5pm to 8am).
What is Runnymede Borough Council’s emergency or out of hours repairs number?
01932 838383 (Repairs line). Office hours Monday to Friday 9am to 4pm. The same number takes emergency repairs out of hours (5pm to 8am).
Can I report a repair to Runnymede Borough Council online?
Yes, at runnymede.gov.uk – Report a repair. Online repair form for non-emergency repairs; emergencies can’t be reported online.
What does Awaab’s Law mean for Runnymede 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. Runnymede’s own damp and mould commitment: Emergency hazards made safe within 24 hours. Significant damp and mould investigated within 10 working days and made safe within 5 working days of that, with a written summary within 3 working days of the visit and all further work started within 12 weeks.
How do I complain about a repair to Runnymede Borough Council?
Complain to the council first, online, by email (listening@runnymede.gov.uk) or by phone on 01932 838383. Acknowledged within 5 working days, with a full reply or an update 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 Runnymede 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 Runnymede Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Runnymede Borough Council?
No. Report Repair is independent and not part of Runnymede Borough Council or any council or housing association. We show Runnymede’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 Runnymede?
Other landlords in the South of England
- Bristol City Council repairsCouncil
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- Selwood Housing repairsHousing association
- Southampton City Council repairsCouncil
Reported a repair to Runnymede Borough Council and still waiting?
About 2 minutes. No documents. Free to check.