Independent · not part of Thanet District Council
Thanet District Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Thanet District Council: the repairs phone numbers, 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: thanet.gov.uk
Has Thanet District Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Thanet’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, Thanet’s repair line is here.
How to report
Reporting a repair to Thanet District 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 Thanet misses its own target, complain. You may also be able to claim.
- Text MearsText ‘thanetrepairs’ then your message to 63277.
- Email Mearsthanet.repairs@mearsgroup.co.uk
- Email BSWenquiries@bsw-heating.com
- Tenant and Leaseholder Services01843 577575 or myhome@thanet.gov.uk if you can’t get through to the contractors.
Timescales
How long Thanet District Council has to fix it
Thanet’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Thanet’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursA repair that badly affects your immediate health, safety or security. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 working daysNot an emergency but judged urgent by the contractor’s call centre. | No fixed legal limit unless it’s a hazard |
| Routine | 28 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from thanet.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 Thanet’s own target. You could claim compensation.
Start your claimYour options
If Thanet District Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Thanet 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 ThanetYou 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 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.
Thanet’s record
How Thanet District Council performs on repairs
Sep 2026: The regulator found serious failings in the quality and decency of homes – the council couldn’t show its surveys were good enough to prove homes meet the Decent Homes Standard – and in some neighbourhood outcomes; repairs and health and safety were meeting the standard with some weaknesses.
of Thanet tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Thanet in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 30 September 2026; Thanet tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Thanet District Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Thanet District Council repairs: questions
What is Thanet District Council’s repairs number?
0800 023 4320 (Repairs line (Mears)) or 0800 142 2761 (Gas and heating repairs (BSW)). Free. For general household and communal repairs. Opening hours aren’t given on the council’s page.
How long does Thanet 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 Thanet 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.
How do I complain about a repair to Thanet District Council?
Complain to the council first, online. Acknowledged within 5 working days, with a 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 Thanet 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 Thanet District Council for you. It’s free to check.
Start your claimIs Report Repair part of Thanet District Council?
No. Report Repair is independent and not part of Thanet District Council or any council or housing association. We show Thanet’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 Thanet District Council and still waiting?
About 2 minutes. No documents. Free to check.