Independent · not part of Thurrock Council
Thurrock Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Thurrock Council: the repairs phone number and emergency line, and how long the council has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: thurrock.gov.uk
Has Thurrock Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Thurrock’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, Thurrock’s emergency line is here.
How to report
Reporting a repair to Thurrock 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 Thurrock misses its own target, complain. You may also be able to claim.
- Emailrepairs@thurrock.gov.uk (also for reporting damp and mould)
Emergency repairs
When to call Thurrock straight away
Phone Thurrock straight away if anything puts someone in danger or leaves your home unsafe. Free to call and open 24 hours a day, 7 days a week. The number is in Thurrock’s repair contacts.
- 01No electricity at all, or unsafe power, lights, switches or sockets
- 02No gas supply or no heating at all
- 03Blocked drain or toilet if it’s your only toilet, or any sewage leak
- 04A leak you can’t stop, that’s near electrics or could bring a ceiling down
- 05No water supply at all
- 06Ceiling collapse or damaged asbestos
- 07Insecure ground-floor window or outside door
- 08Faulty smoke alarms
What counts as an emergency, from thurrock.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Thurrock.
Timescales
How long Thurrock Council has to fix it
Thurrock’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Thurrock’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursUsually done on the day it’s reported. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards are dealt with within 24 hours. Significant hazards are investigated within 10 working days, with any work finished within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from thurrock.gov.uk and Thurrock’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Thurrock Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Thurrock 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 Thurrock, it ordered £500 in compensation.
How to complain to ThurrockYou 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.
Thurrock’s record
How Thurrock Council performs on repairs
of Thurrock tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Thurrock in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Thurrock Council
- How it handled response to the resident’s reports of damp and mould.Maladministration
£500 ordered
Sources: Thurrock tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Thurrock Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Thurrock Council repairs: questions
What is Thurrock Council’s repairs number?
0800 074 0169. Free to call and open 24 hours a day, 7 days a week.
What is Thurrock Council’s emergency or out of hours repairs number?
0800 074 0169 (Repairs line). Free to call and open 24 hours a day, 7 days a week.
How long does Thurrock Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Thurrock 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. Thurrock’s own damp and mould commitment: Emergency damp and mould hazards are dealt with within 24 hours. Significant hazards are investigated within 10 working days, with any work finished within 5 working days of the investigation.
How do I complain about a repair to Thurrock Council?
Complain to the council first, online or by email (complaints@thurrock.gov.uk). 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 Thurrock 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 Thurrock Council for you. It’s free to check.
Start your claimIs Report Repair part of Thurrock Council?
No. Report Repair is independent and not part of Thurrock Council or any council or housing association. We show Thurrock’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 Thurrock?
Other landlords in the South of England
- Bristol City Council repairsCouncil
- Norwich City Council repairsCouncil
- Portsmouth City Council repairsCouncil
- Southampton City Council repairsCouncil
- Town & Country Housing repairsHousing association
- Two Rivers Housing repairsHousing association
- Uttlesford District Council repairsCouncil
- Vivid repairsHousing association
Reported a repair to Thurrock Council and still waiting?
About 2 minutes. No documents. Free to check.