Independent · not part of Sutton Council
Sutton Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Sutton 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 20 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: suttonhousingpartnership.org.uk
Has Sutton Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Sutton’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, Sutton’s emergency line is here.
How to report
Reporting a repair to Sutton 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 Sutton misses its own target, complain. You may also be able to claim.
- Emailcustomercare@suttonhousingpartnership.org.uk (tenants; not checked out of hours, so phone for emergencies)
- Damp and mouldEmail dampandmould@suttonhousingpartnership.org.uk or call 020 8915 2277, with ‘damp and mould’ and your full address in the subject line
Emergency repairs
When to call Sutton straight away
Phone Sutton straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 9am to 5pm. Also takes emergency repairs after 5pm and at weekends. The number is in Sutton’s repair contacts.
- 01Lift breakdown with someone trapped inside
- 02Burst pipes
- 03Leaks that can’t be controlled
- 04Total loss of power
- 05Securing your home
What counts as an emergency, from suttonhousingpartnership.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Sutton.
Timescales
How long Sutton Council has to fix it
Sutton’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Sutton’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency (category A) | 3 hoursFor example electric shocks or exposed wires. | Emergency hazards: investigate and make safe within 24 hours |
| Emergency (category B) | 24 working hoursFor example a broken or leaking toilet. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent (category C) | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine (category D) | 20 working days | No fixed legal limit unless it’s a hazard |
| Planned (category H) | 90 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | A surveyor will visit to assess the problem, show you how to remove the mould and check what repairs are needed to stop the cause. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from suttonhousingpartnership.org.uk and Sutton’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 Sutton’s own target. You could claim compensation.
Start your claimYour options
If Sutton Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Sutton 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 Sutton, it ordered £600 in compensation.
How to complain to SuttonYou 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 formal reply within 10 working days of that.
- Stage 2
Ask for a review
Investigated with a written reply within 20 working days; you’ll be told before then if more time is needed.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Sutton’s record
How Sutton Council performs on repairs
Oct 2025: The regulator found the council is delivering the consumer standards, with emergency repairs meeting targets, improving routine repairs, a dedicated damp and mould team and strong safety compliance.
of Sutton tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Sutton in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Sutton Council
- How it handled reports of damp and mould.Maladministration
£600 ordered
Sources: Regulator of Social Housing judgement, 29 October 2025; Sutton tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Sutton Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Sutton Council repairs: questions
What is Sutton Council’s repairs number?
020 8915 2000. Weekdays 9am to 5pm. Also takes emergency repairs after 5pm and at weekends.
What is Sutton Council’s emergency or out of hours repairs number?
020 8915 2000 (Sutton Housing Partnership). Weekdays 9am to 5pm. Also takes emergency repairs after 5pm and at weekends.
Can I report a repair to Sutton Council online?
Yes, at interfinder.net (SHP repairs). Report non-emergency repairs online. Phone for emergencies.
How long does Sutton Council have to fix a repair?
Its own targets run from 3 hours (emergency (category a)) to 90 working days (planned (category h)). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Sutton 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. Sutton’s own damp and mould commitment: A surveyor will visit to assess the problem, show you how to remove the mould and check what repairs are needed to stop the cause.
How do I complain about a repair to Sutton Council?
Complain to the council first, online, by email (customerresolutions@suttonhousingpartnership.org.uk) or by phone on 020 8915 2000. Acknowledged within 5 working days, with a formal reply 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 Sutton 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 Sutton Council for you. It’s free to check.
Start your claimIs Report Repair part of Sutton Council?
No. Report Repair is independent and not part of Sutton Council or any council or housing association. We show Sutton’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 Sutton?
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Reported a repair to Sutton Council and still waiting?
About 2 minutes. No documents. Free to check.