Independent · not part of Waverley Borough Council
Waverley Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Waverley Borough Council: the repairs phone numbers 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.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: waverley.gov.uk
Has Waverley Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Waverley’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, Waverley’s emergency line is here.
How to report
Reporting a repair to Waverley Borough 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 Waverley misses its own target, complain. You may also be able to claim.
- Damp and mould reportReport damp and mould online from the council’s damp, mould and condensation page.
- Emailhousingcustomerservices@waverley.gov.uk (Customer Services, for damp and mould questions)
Emergency repairs
When to call Waverley straight away
Phone Waverley straight away if anything puts someone in danger or leaves your home unsafe. Out-of-hours emergency repairs, except heating. The number is in Waverley’s repair contacts.
- 01No heating or hot water (in summer only in some circumstances)
- 02A damaged door or ground-floor window leaving the home insecure
- 03A severe leak or burst pipe
- 04A leak affecting the electrics
- 05Sparking or smoking electrical fittings, or bare wiring
- 06Blocked or overflowing drains or soil stacks
- 07Leaks from a roof, tank, cylinder or toilet that are damaging the home
What counts as an emergency, from waverley.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Waverley.
Timescales
How long Waverley Borough Council has to fix it
Waverley’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Waverley’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 2 hoursSomeone sent out within two hours; this may be a temporary repair to make the home safe. | Emergency hazards: investigate and make safe within 24 hours |
| Boiler total breakdown | 24 hours | No fixed legal limit unless it’s a hazard |
| Emergency heating | 72 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 working daysContact within one working day to arrange an appointment. | No fixed legal limit unless it’s a hazard |
| Routine | 28 calendar daysContact within one working day to arrange an appointment. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards investigated and actioned within 24 hours. For significant hazards a surveyor visits within 10 working days, sends findings within 3 working days, and further works start within 5 working days or as soon as possible, within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from waverley.gov.uk and Waverley’s damp and mould page, checked 9 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 Waverley’s own target. You could claim compensation.
Start your claimYour options
If Waverley Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Waverley 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 WaverleyYou 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
Reviewed by the relevant service manager, with a reply aimed for within 10 working days.
- Stage 2
Ask for a review
Reviewed again by a senior manager, with a reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Waverley’s record
How Waverley Borough Council performs on repairs
Feb 2025: The regulator found some weaknesses, including homes failing the Decent Homes Standard, slow non-emergency repairs, adaptations and empty-home works, and complaints handling still in transition.
of Waverley tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Waverley in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Waverley Borough Council
- How it handled reported repairs at the property.Maladministration
Sources: Regulator of Social Housing judgement, 26 February 2025; Waverley tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Waverley Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Waverley Borough Council repairs: questions
What is Waverley Borough Council’s repairs number?
01483 523054 (Repairs line) or 01483 523200 (Out of hours) or 0800 091 2095 (Out of hours). Weekdays 8:45am to 5:15pm (4:45pm on Fridays), for emergency and non-emergency repairs.
What is Waverley Borough Council’s emergency or out of hours repairs number?
01483 523200 (Out of hours · emergencies). Out-of-hours emergency repairs, except heating.
Can I report a repair to Waverley Borough Council online?
Yes, at waverley.gov.uk · report a non-emergency repair. Links to the council’s online form for non-emergency repairs. Do not report emergencies online.
How long does Waverley Borough Council have to fix a repair?
Its own targets run from 2 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 Waverley Borough 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. Waverley’s own damp and mould commitment: Emergency damp and mould hazards investigated and actioned within 24 hours. For significant hazards a surveyor visits within 10 working days, sends findings within 3 working days, and further works start within 5 working days or as soon as possible, within 12 weeks.
How do I complain about a repair to Waverley Borough Council?
Complain to the council first, online. Reviewed by the relevant service manager, with a reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Waverley Borough 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 Waverley Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of Waverley Borough Council?
No. Report Repair is independent and not part of Waverley Borough Council or any council or housing association. We show Waverley’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 Waverley?
Other landlords in the South of England
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- Norwich City Council repairsCouncil
- Portsmouth City Council repairsCouncil
- Southampton City Council repairsCouncil
- Wealden District Council repairsCouncil
- Welwyn Hatfield Borough Council repairsCouncil
- West Kent repairsHousing association
- Westward Housing repairsHousing association
Reported a repair to Waverley Borough Council and still waiting?
About 2 minutes. No documents. Free to check.