Independent · not part of South Tyneside Council
South Tyneside Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to South Tyneside Council: the repairs phone number and emergency line, and how long the council has to fix it. The council’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: housing.southtyneside.gov.uk
Has South Tyneside Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet South Tyneside’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, South Tyneside’s emergency line is here.
How to report
Reporting a repair to South Tyneside Council
- 01Phone the repairs line. 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 South Tyneside misses its own target, complain. You may also be able to claim.
- Emailconnect2@southtyneside.gov.uk
- TypetalkTextphone users can call 18001 0300 123 6633.
Emergency repairs
When to call South Tyneside straight away
Phone South Tyneside straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8am to 6.30pm. Emergencies 24 hours a day. The number is in South Tyneside’s repair contacts.
- 01Flooding that can’t be contained
- 02Water getting into electrics
- 03A home that can’t be made secure
What counts as an emergency, from housing.southtyneside.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell South Tyneside.
Timescales
How long South Tyneside Council has to fix it
South Tyneside’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | South Tyneside’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursAttend and make safe. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 1 to 3 working daysCompleted by appointment. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Planned | 3 monthsMaximum. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Takes a zero tolerance approach to damp and mould. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from housing.southtyneside.gov.uk and South Tyneside’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 20 working days ago? That’s past South Tyneside’s own target. You could claim compensation.
Start your claimYour options
If South Tyneside Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with South Tyneside 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 South Tyneside, it ordered between £200 and £1,900 in compensation.
How to complain to South TynesideYou 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 written reply within 10 working days (up to 10 more if they explain why).
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days (up to 20 more if they explain why).
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
South Tyneside’s record
How South Tyneside Council performs on repairs
of South Tyneside tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about South Tyneside in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about South Tyneside Council
- How it handled reports of damp and mould.Maladministration
£675 ordered - How it handled roof repairs, render, pointing, damp, mould, and associated work at the property.Maladministration
£1,900 ordered - How it handled reports of damp and mould at the property.Service failure
£200 ordered
Sources: South Tyneside tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
South Tyneside Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
South Tyneside Council repairs: questions
What is South Tyneside Council’s repairs number?
0300 123 6633. Monday to Friday 8am to 6.30pm. Emergencies 24 hours a day.
What is South Tyneside Council’s emergency or out of hours repairs number?
0300 123 6633 (Repairs line). Monday to Friday 8am to 6.30pm. Emergencies 24 hours a day.
How long does South Tyneside Council have to fix a repair?
Its own targets run from 4 hours (emergency) to 3 months (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for South Tyneside 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. South Tyneside’s own damp and mould commitment: Takes a zero tolerance approach to damp and mould.
How do I complain about a repair to South Tyneside Council?
Complain to the council first, online, by email (connect2@southtyneside.gov.uk) or by phone on 0300 123 6633. Acknowledged within 5 working days, with a written reply within 10 working days (up to 10 more if they explain why). If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from South Tyneside 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 South Tyneside Council for you. It’s free to check.
Start your claimIs Report Repair part of South Tyneside Council?
No. Report Repair is independent and not part of South Tyneside Council or any council or housing association. We show South Tyneside’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 South Tyneside?
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Reported a repair to South Tyneside Council and still waiting?
About 2 minutes. No documents. Free to check.