Independent · not part of Sandwell Council
Sandwell Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Sandwell 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 90 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: sandwell.gov.uk
Has Sandwell Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Sandwell’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, Sandwell’s emergency line is here.
How to report
Reporting a repair to Sandwell 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 Sandwell misses its own target, complain. You may also be able to claim.
- EmailHousing_Hub@sandwell.gov.uk
- Textphone07860 048444 (for people with hearing or speech impairments)
Emergency repairs
When to call Sandwell straight away
Phone Sandwell straight away if anything puts someone in danger or leaves your home unsafe. Emergencies only: weekdays 8pm to 8am, and 24 hours at weekends and on bank holidays. The number is in Sandwell’s repair contacts.
- 01No electricity
- 02No heating or hot water
- 03Burst pipes
- 04A door that won’t lock or secure
- 05A window or door that needs boarding up
- 06A leaking roof
- 07Your only toilet not working
- 08Blocked drains
What counts as an emergency, from sandwell.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Sandwell.
Timescales
How long Sandwell Council has to fix it
Sandwell’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Sandwell’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursFor example, total loss of power or a leak you can’t control. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 3 working daysFor example, partial loss of power, water or heating, or a leak that can be contained. | No fixed legal limit unless it’s a hazard |
| Priority | 25 working daysWork to fix a health and safety hazard found at an inspection. | No fixed legal limit unless it’s a hazard |
| Routine | 90 working daysFor example, replacing kitchen units, bathroom suites or doors. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Says it is committed to keeping homes warm, dry and safe, and follows Awaab’s Law when dealing with damp and mould. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from sandwell.gov.uk and Sandwell’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 90 working days ago? That’s past Sandwell’s own target. You could claim compensation.
Start your claimYour options
If Sandwell Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Sandwell 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 Sandwell, it ordered between £100 and £200 in compensation.
How to complain to SandwellYou 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.
- Stage 2
Ask for a review
Accepted within 5 working days, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Sandwell’s record
How Sandwell Council performs on repairs
Oct 2024: The regulator found serious failings, including more than 14,000 overdue repairs, asbestos checks done for only 2% of relevant buildings, no tracking of electrical safety follow-up work, and condition data for only 5% of homes.
of Sandwell tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Sandwell in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Sandwell Council
- How it handled redecoration of the kitchen and living room.Service failure
£150 ordered - How it handled concerns about a pigeon infestation at the block.Maladministration
£200 ordered - How it handled repairs to the communal area’s flooring and skirting.Service failure
£100 ordered
Sources: Regulator of Social Housing judgement, 30 October 2024; Sandwell tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Sandwell Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Sandwell Council repairs: questions
What is Sandwell Council’s repairs number?
0121 569 7474 (Repairs line) or 0800 844 112 (Out of hours). Choose option 1. Monday to Friday, 8am to 5:30pm.
What is Sandwell Council’s emergency or out of hours repairs number?
0800 844 112 (Out of hours · emergencies). Emergencies only: weekdays 8pm to 8am, and 24 hours at weekends and on bank holidays.
Can I report a repair to Sandwell Council online?
Yes, at my.sandwell.gov.uk. Report a repair and book an appointment at any time. You need a MySandwell account.
How long does Sandwell Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Sandwell 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. Sandwell’s own damp and mould commitment: Says it is committed to keeping homes warm, dry and safe, and follows Awaab’s Law when dealing with damp and mould.
How do I complain about a repair to Sandwell Council?
Complain to the council first, online, by email (customer_services@sandwell.gov.uk) or by phone on 0121 569 7474. Acknowledged within 5 working 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 Sandwell 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 Sandwell Council for you. It’s free to check.
Start your claimIs Report Repair part of Sandwell Council?
No. Report Repair is independent and not part of Sandwell Council or any council or housing association. We show Sandwell’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 Sandwell?
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Reported a repair to Sandwell Council and still waiting?
About 2 minutes. No documents. Free to check.