Independent · not part of Town & Country Housing
Town & Country Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Town & Country Housing: the repairs phone numbers and emergency line, reporting a repair online, and how long Town & Country Housing has to fix it. Town & Country Housing’s own target for routine repairs is 20 working days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: tch.org.uk
Has Town & Country Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Town & Country Housing’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, Town & Country Housing’s emergency line is here.
How to report
Reporting a repair to Town & Country Housing
- 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 Town & Country Housing misses its own target, complain. You may also be able to claim.
- Emailrepairs.direct@tch.org.uk
- WebchatOn the TCH website, 8:30am to 5pm, Monday to Friday.
- Other heating systemsCommunal heat networks (Re-Gen): 01277 598997 weekdays 8am to 5pm, 07960 159626 at other times. Renewable systems (Robert Heath): 0333 014 1000 weekdays 8am to 5pm, 020 3697 4494 at other times. Oil or solid fuel (Headcorn Heating): 01622 891299, any time.
Emergency repairs
When to call Town & Country Housing straight away
Phone Town & Country Housing straight away if anything puts someone in danger or leaves your home unsafe. Open 8:30am to 5pm, Monday to Friday. For emergencies out of hours, call the same number and press option 1. The number is in Town & Country Housing’s repair contacts.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Town & Country Housing.
Timescales
How long Town & Country Housing has to fix it
Town & Country Housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Town & Country Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Most urgent emergency | 4 hoursWhere there’s a high risk to people or the home, TCH aims to attend and make things safe within 4 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hoursWhere health and safety or the security of your home is at risk. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | TCH aims to visit within 14 working days of your report and send a report and action plan within 3 days of the visit. In an emergency it aims to visit within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from tch.org.uk, 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 Town & Country Housing’s own target. You could claim compensation.
Start your claimYour options
If Town & Country Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Town & Country Housing 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 Town & Country Housing
This can get Town & Country Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Town & Country Housing to put things right. In its recent decisions about Town & Country Housing, it ordered between £400 and £2,200 in compensation.
How to complain to Town & Country HousingYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Town & Country Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Town & Country Housing
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Ask within 20 working days of the stage 1 reply. Acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Town & Country Housing to put things right.
Town & Country Housing’s record
How Town & Country Housing performs on repairs
of Town & Country Housing tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Town & Country Housing in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Town & Country Housing
- How it handled reports of damp and mould.Maladministration
£2,200 ordered - How it handled repairs to flooring in the property.Maladministration
£400 ordered
Sources: Town & Country Housing tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Town & Country Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Town & Country Housing repairs: questions
What is Town & Country Housing’s repairs number?
01892 501480 (Repairs line) or 020 4532 4520 (Gas heating and hot water). Open 8:30am to 5pm, Monday to Friday. For emergencies out of hours, call the same number and press option 1.
What is Town & Country Housing’s emergency or out of hours repairs number?
01892 501480 (Repairs line · press option 1). Open 8:30am to 5pm, Monday to Friday. For emergencies out of hours, call the same number and press option 1.
Can I report a repair to Town & Country Housing online?
Yes, at MyHomeOnline. Log repairs, use the repair diagnostic tool and check repair history. You need a MyHomeOnline account.
How long does Town & Country Housing have to fix a repair?
Its own targets run from 4 hours (most urgent emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Town & Country Housing tenants?
Since 27 October 2025, Town & Country Housing 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. Town & Country Housing’s own damp and mould commitment: TCH aims to visit within 14 working days of your report and send a report and action plan within 3 days of the visit. In an emergency it aims to visit within 24 hours.
How do I complain about a repair to Town & Country Housing?
Complain to Town & Country Housing first, online, by email (complaints@tch.org.uk) or by phone on 01892 501480. 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 Town & Country Housing?
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 Town & Country Housing for you. It’s free to check.
Start your claimIs Report Repair part of Town & Country Housing?
No. Report Repair is independent and not part of Town & Country Housing or any council or housing association. We show Town & Country Housing’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 Town & Country Housing has to fix, by problem
Not Town & Country Housing?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
- Two Rivers Housing repairsHousing association
- Uttlesford District Council repairsCouncil
- Vivid repairsHousing association
- Waverley Borough Council repairsCouncil
Reported a repair to Town & Country Housing and still waiting?
About 2 minutes. No documents. Free to check.