Independent · not part of Stoke-on-Trent City Council
Stoke-on-Trent City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Stoke-on-Trent City 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 calendar days.
Other names: Stoke Council
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: stoke.gov.uk
Has Stoke-on-Trent City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Stoke-on-Trent’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, Stoke-on-Trent’s emergency line is here.
How to report
Reporting a repair to Stoke-on-Trent City 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 Stoke-on-Trent misses its own target, complain. You may also be able to claim.
- Damp and mould report formhttps://www.stoke.gov.uk/xfp/form/1746 (council tenants)
- Change or cancel a repairhttps://www.stoke.gov.uk/xfp/form/1601
Emergency repairs
When to call Stoke-on-Trent straight away
Phone Stoke-on-Trent straight away if anything puts someone in danger or leaves your home unsafe. Lines open 9am to 4pm, Monday to Friday. Emergency repairs can be reported 24 hours a day. The number is in Stoke-on-Trent’s repair contacts.
- 01Major flooding
- 02Unsafe electrical or gas fittings
- 03Gas or carbon monoxide leaks
- 04Structural damage
- 05Loss of electricity
- 06No heating in the winter months
- 07You can’t get into your home or make it secure
What counts as an emergency, from stoke.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Stoke-on-Trent.
Timescales
How long Stoke-on-Trent City Council has to fix it
Stoke-on-Trent’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Stoke-on-Trent’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursCompleted or made safe. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 28 calendar days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Potential hazards investigated within 10 working days, with a written summary within 3 working days of the investigation. Emergency hazards made safe within 24 hours; other hazards made safe within 5 working days, with further work started within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from stoke.gov.uk and Stoke-on-Trent’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 28 calendar days ago? That’s past Stoke-on-Trent’s own target. You could claim compensation.
Start your claimYour options
If Stoke-on-Trent City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Stoke-on-Trent 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 Stoke-on-Trent, it ordered between £350 and £750 in compensation.
How to complain to Stoke-on-TrentYou 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 within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Stoke-on-Trent’s record
How Stoke-on-Trent City Council performs on repairs
Jul 2026: The regulator found an effective repairs service but some weaknesses, including no reporting on whether damp and mould cases meet legal timescales, slow complaint replies due to heavy use of extensions, and limited checks on safety data.
of Stoke-on-Trent tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Stoke-on-Trent in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Stoke-on-Trent City Council
- How it handled reports of damp and mould.Maladministration
£750 ordered - How it handled damp and mould in the property.Maladministration
£350 ordered
Sources: Regulator of Social Housing judgement, 29 July 2026; Stoke-on-Trent tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Stoke-on-Trent City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Stoke-on-Trent City Council repairs: questions
What is Stoke-on-Trent City Council’s repairs number?
01782 234100. Lines open 9am to 4pm, Monday to Friday. Emergency repairs can be reported 24 hours a day.
What is Stoke-on-Trent City Council’s emergency or out of hours repairs number?
01782 234100 (Repairs line). Lines open 9am to 4pm, Monday to Friday. Emergency repairs can be reported 24 hours a day.
Can I report a repair to Stoke-on-Trent City Council online?
Yes, at stoke.gov.uk/xfp/form/2104. Online form to request a repair to a council home. Phone for emergencies.
How long does Stoke-on-Trent City Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 calendar days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Stoke-on-Trent City 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. Stoke-on-Trent’s own damp and mould commitment: Potential hazards investigated within 10 working days, with a written summary within 3 working days of the investigation. Emergency hazards made safe within 24 hours; other hazards made safe within 5 working days, with further work started within 12 weeks.
How do I complain about a repair to Stoke-on-Trent City Council?
Complain to the council first, online, by email (customer.feedback@stoke.gov.uk) or by phone on 01782 234234. 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 Stoke-on-Trent City 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 Stoke-on-Trent City Council for you. It’s free to check.
Start your claimIs Report Repair part of Stoke-on-Trent City Council?
No. Report Repair is independent and not part of Stoke-on-Trent City Council or any council or housing association. We show Stoke-on-Trent’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 Stoke-on-Trent?
Other landlords in the Midlands
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- Tamworth Borough Council repairsCouncil
- The Wrekin Housing Group repairsHousing association
- Trent & Dove repairsHousing association
- Trident Group repairsHousing association
Reported a repair to Stoke-on-Trent City Council and still waiting?
About 2 minutes. No documents. Free to check.