Independent · not part of St Albans City and District Council
St Albans City and District Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to St Albans City and District 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 working days.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: stalbans.gov.uk
Has St Albans City and District Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet St Albans’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, St Albans’s emergency line is here.
How to report
Reporting a repair to St Albans City and District 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 St Albans misses its own target, complain. You may also be able to claim.
- Email · general repairsstalbansrepairs@morgansindall.com
- Email · heating and gasgasandheatingrepairs@stalbans.gov.uk
Emergency repairs
When to call St Albans straight away
Phone St Albans straight away if anything puts someone in danger or leaves your home unsafe. Option 1 for heating, option 2 for all other repairs. Monday to Thursday 8:45am to 5:15pm, Friday 8:45am to 4:45pm; the same number takes emergencies out of hours. The number is in St Albans’s repair contacts.
- 01Severe leaks
- 02Total loss of electricity or unsafe wiring
- 03A home that cannot be secured
- 04Sewage overflow
- 05No heating in winter
- 06Blocked toilet, if it is the only one
- 07Risk of structural collapse
What counts as an emergency, from stalbans.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell St Albans.
Timescales
How long St Albans City and District Council has to fix it
St Albans’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | St Albans’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAttended within 2 hours and made safe within 24 hours; full repairs done in working hours. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Damp and mould reports are investigated within 10 working days, in line with Awaab’s Law, and residents are kept informed in writing until the problem is fixed. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from stalbans.gov.uk, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past St Albans’s own target. You could claim compensation.
Start your claimYour options
If St Albans City and District Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with St Albans 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 St AlbansYou 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 from a service manager within 10 working days where possible (up to 10 more if extended).
- Stage 2
Ask for a review
Reviewed by a senior manager, with a reply within 20 working days where possible (up to 20 more if extended).
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
St Albans’s record
How St Albans City and District Council performs on repairs
Jan 2026: The regulator found some weaknesses across all four consumer standards, including slow routine repairs, gaps in tracking safety follow-up work and anti-social behaviour, and complaints not answered on time.
of St Albans tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about St Albans in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about St Albans City and District Council
- How it handled damp and mould.Maladministration
Sources: Regulator of Social Housing judgement, 28 January 2026; St Albans tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
St Albans City and District Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
St Albans City and District Council repairs: questions
What is St Albans City and District Council’s repairs number?
01727 819256. Option 1 for heating, option 2 for all other repairs. Monday to Thursday 8:45am to 5:15pm, Friday 8:45am to 4:45pm; the same number takes emergencies out of hours.
What is St Albans City and District Council’s emergency or out of hours repairs number?
01727 819256 (Repairs line). Option 1 for heating, option 2 for all other repairs. Monday to Thursday 8:45am to 5:15pm, Friday 8:45am to 4:45pm; the same number takes emergencies out of hours.
Can I report a repair to St Albans City and District Council online?
Yes, at MyStAlbans. Report and track repairs and book appointments, 24/7. You need a MyStAlbans account.
How long does St Albans City and District Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for St Albans City and District 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. St Albans’s own damp and mould commitment: Damp and mould reports are investigated within 10 working days, in line with Awaab’s Law, and residents are kept informed in writing until the problem is fixed.
How do I complain about a repair to St Albans City and District Council?
Complain to the council first, online. Acknowledged within 5 working days, with a reply from a service manager within 10 working days where possible (up to 10 more if extended). If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from St Albans City and District 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 St Albans City and District Council for you. It’s free to check.
Start your claimIs Report Repair part of St Albans City and District Council?
No. Report Repair is independent and not part of St Albans City and District Council or any council or housing association. We show St Albans’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
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Reported a repair to St Albans City and District Council and still waiting?
About 2 minutes. No documents. Free to check.