Independent · not part of Stevenage Borough Council
Stevenage Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Stevenage Borough 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 20 days.
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: stevenage.gov.uk
Has Stevenage Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Stevenage’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, Stevenage’s emergency line is here.
How to report
Reporting a repair to Stevenage Borough 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 Stevenage misses its own target, complain. You may also be able to claim.
- Damp and mould formReport damp, condensation or mould online, with photos: stevenage-self.achieveservice.com/en/service/Report_Damp_or_Condensation
- Damp and mould emaildampandmould@stevenage.gov.uk
Emergency repairs
When to call Stevenage straight away
Phone Stevenage straight away if anything puts someone in danger or leaves your home unsafe. Outside 9am to 5pm, for emergency repairs that put you or your home at immediate risk. The number is in Stevenage’s repair contacts.
- 01Your home can’t be secured
- 02Gas escape or blocked flue
- 03Total loss of power, lighting or water
- 04Electrics sparking or smoking, or bare wires
- 05Your only toilet not working or badly blocked
- 06No heating between October and March
- 07Severe flooding from a burst pipe or tank, or drains backing up
- 08Damaged or dangerous roofs, or structural or fire damage
What counts as an emergency, from stevenage.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Stevenage.
Timescales
How long Stevenage Borough Council has to fix it
Stevenage’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Stevenage’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 1 dayMade safe or fixed within 24 hours of being reported. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 days | No fixed legal limit unless it’s a hazard |
| Routine | 20 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Inspect damp and mould reports within 14 calendar days and send a written summary within 48 hours of the inspection. Start work on serious health hazards within 7 calendar days of the summary, and finish other damp and mould repairs within 28 days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from stevenage.gov.uk and Stevenage’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 days ago? That’s past Stevenage’s own target. You could claim compensation.
Start your claimYour options
If Stevenage Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Stevenage 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 StevenageYou 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 within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, reviewed by a senior manager, with a full written reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Stevenage’s record
How Stevenage Borough Council performs on repairs
Nov 2024: The regulator found some weaknesses, including over 900 overdue actions from fire risk assessments, limited performance information for tenants and too few chances for tenants to influence services, though it found the repairs service effective and improving.
of Stevenage tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Stevenage in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 November 2024; Stevenage tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Stevenage Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Stevenage Borough Council repairs: questions
What is Stevenage Borough Council’s repairs number?
01438 242666 (Customer Service Centre) or 01438 314963 (Out of hours). For emergency repairs during normal working hours, 9am to 5pm. Routine repairs are reported online.
What is Stevenage Borough Council’s emergency or out of hours repairs number?
01438 314963 (Out of hours · emergencies). Outside 9am to 5pm, for emergency repairs that put you or your home at immediate risk.
Can I report a repair to Stevenage Borough Council online?
Yes, at Housing Online Account. Report routine repairs and choose when you’re available. You need to log in or create an account.
How long does Stevenage Borough Council have to fix a repair?
Its own targets run from 1 day (emergency) to 20 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Stevenage 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. Stevenage’s own damp and mould commitment: Inspect damp and mould reports within 14 calendar days and send a written summary within 48 hours of the inspection. Start work on serious health hazards within 7 calendar days of the summary, and finish other damp and mould repairs within 28 days.
How do I complain about a repair to Stevenage Borough Council?
Complain to the council first, online or by phone on 01438 242242. Acknowledged within 5 working days, with a full 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 Stevenage 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 Stevenage Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Stevenage Borough Council?
No. Report Repair is independent and not part of Stevenage Borough Council or any council or housing association. We show Stevenage’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 Stevenage Borough Council and still waiting?
About 2 minutes. No documents. Free to check.