Independent · not part of Shropshire Council
Shropshire Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Shropshire 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.
Other names: STAR Housing
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: starhousing.org.uk
Has Shropshire Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Shropshire’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, Shropshire’s emergency line is here.
How to report
Reporting a repair to Shropshire 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 Shropshire misses its own target, complain. You may also be able to claim.
- STAR Tenant PortalLog in to report and track non-emergency repairs: starhousing.selfservice.housingone.mrisoftware.com
- Emailrepairs@starhousing.org.uk (listed for damp and mould reports)
- Damp and mould formSeparate online form for damp, mould and condensation on the damp and mould page
- In personYour Neighbourhood Housing Officer, or the Shropshire Council hubs at Bridgnorth Library and The Hub, Oswestry Library
Emergency repairs
When to call Shropshire straight away
Phone Shropshire straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours for emergencies (out-of-hours calls go to an out-of-hours provider). Other repairs: Monday to Thursday 8:45am to 5pm, Friday 8:45am to 4pm. The number is in Shropshire’s repair contacts.
- 01Anything that risks your health, safety or the structure of your home
- 02Heating breakdown
- 03Loss of power
- 04Serious leak
- 05Broken lock or a door that cannot be secured
What counts as an emergency, from starhousing.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Shropshire.
Timescales
How long Shropshire Council has to fix it
Shropshire’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Shropshire’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttend and make safe; a follow-up visit may be needed. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 days | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysWeather permitting. | No fixed legal limit unless it’s a hazard |
| Planned | 6 months | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Reports of damp and mould are treated as a priority. Its Awaab’s Law page says emergency hazards must be dealt with within 24 hours and significant hazards investigated within 10 working days, with a written summary within 3 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from starhousing.org.uk and Shropshire’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Shropshire’s own target. You could claim compensation.
Start your claimYour options
If Shropshire Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Shropshire 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 ShropshireYou 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 aimed for within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply aimed for within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Shropshire’s record
How Shropshire Council performs on repairs
of Shropshire tenants were satisfied with the repairs service in 2024/25.
Recent Housing Ombudsman decisions about Shropshire Council
Sources: Shropshire tenant satisfaction measures 2024/25; Housing Ombudsman decisions.
Contacts
Shropshire Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Shropshire Council repairs: questions
What is Shropshire Council’s repairs number?
0333 321 2200. Open 24 hours for emergencies (out-of-hours calls go to an out-of-hours provider). Other repairs: Monday to Thursday 8:45am to 5pm, Friday 8:45am to 4pm.
What is Shropshire Council’s emergency or out of hours repairs number?
0333 321 2200 (Repairs line). Open 24 hours for emergencies (out-of-hours calls go to an out-of-hours provider). Other repairs: Monday to Thursday 8:45am to 5pm, Friday 8:45am to 4pm.
Can I report a repair to Shropshire Council online?
Yes, at starhousing.org.uk/report-a-repair. Online form for routine (non-emergency) repairs. Phone for emergencies.
How long does Shropshire Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 6 months (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Shropshire 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. Shropshire’s own damp and mould commitment: Reports of damp and mould are treated as a priority. Its Awaab’s Law page says emergency hazards must be dealt with within 24 hours and significant hazards investigated within 10 working days, with a written summary within 3 working days of the investigation.
How do I complain about a repair to Shropshire Council?
Complain to the council first, online, by email (complaints@starhousing.org.uk) or by phone on 0333 321 2200. Acknowledged within 5 working days, with a reply aimed for 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 Shropshire 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 Shropshire Council for you. It’s free to check.
Start your claimIs Report Repair part of Shropshire Council?
No. Report Repair is independent and not part of Shropshire Council or any council or housing association. We show Shropshire’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 Shropshire?
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Reported a repair to Shropshire Council and still waiting?
About 2 minutes. No documents. Free to check.