Independent · not part of West Lancashire Borough Council
West Lancashire Borough Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to West Lancashire Borough 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 45 days.
Other names: West Lancs Council
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: westlancs.gov.uk
Has West Lancashire Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet West Lancashire’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, West Lancashire’s emergency line is here.
How to report
Reporting a repair to West Lancashire 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 West Lancashire misses its own target, complain. You may also be able to claim.
- Updates on an existing repairContractor Wates: 01695 814 060 or tenantsupport@wates.co.uk (not for heating or water repairs)
Emergency repairs
When to call West Lancashire straight away
Phone West Lancashire straight away if anything puts someone in danger or leaves your home unsafe. Council customer services, Monday to Friday 8:30am to 5:30pm. Out of hours the same number takes emergency housing repairs. The number is in West Lancashire’s repair contacts.
- 01Uncontrollable leaks that can’t be isolated
- 02Unsafe ceilings, or collapsed floors or ceilings
- 03Kitchen units falling off the wall
- 04Broken or missing glazing, or outside doors and windows that leave your home insecure
- 05No water supply or a broken boiler
- 06Electrical hazards such as exposed wiring
- 07Widespread damp and mould affecting breathing
What counts as an emergency, from westlancs.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell West Lancashire.
Timescales
How long West Lancashire Borough Council has to fix it
West Lancashire’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | West Lancashire’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Priority 1 emergency | 4 hours | Emergency hazards: investigate and make safe within 24 hours |
| Priority 2 emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Larger routine | 45 daysBigger jobs such as guttering, external doors, worktops and drainage. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Under Awaab’s Law it investigates and makes safe emergency hazards within 24 hours, investigates damp and mould within 10 working days, sends a written summary within 3 working days, and completes safety work, including mould washes, 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 westlancs.gov.uk and West Lancashire’s damp and mould page, checked 8 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 45 days ago? That’s past West Lancashire’s own target. You could claim compensation.
Start your claimYour options
If West Lancashire Borough Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with West Lancashire 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 complainYou 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 full response within 10 working days of acknowledgement.
- Stage 2
Ask for a review
Acknowledged within 5 working days and reviewed by a different senior manager, with a full response within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
West Lancashire’s record
How West Lancashire Borough Council performs on repairs
Feb 2025: The regulator found the council is delivering the consumer standards overall, with good safety compliance, although it noted a backlog of overdue routine repairs.
of West Lancashire tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 26 February 2025; West Lancashire tenant satisfaction measures 2024/25.
Contacts
West Lancashire Borough Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
West Lancashire Borough Council repairs: questions
What is West Lancashire Borough Council’s repairs number?
01695 577177. Council customer services, Monday to Friday 8:30am to 5:30pm. Out of hours the same number takes emergency housing repairs.
What is West Lancashire Borough Council’s emergency or out of hours repairs number?
01695 577177 (Repairs line). Council customer services, Monday to Friday 8:30am to 5:30pm. Out of hours the same number takes emergency housing repairs.
Can I report a repair to West Lancashire Borough Council online?
Yes, at westlancs.gov.uk repairs page. The ‘Report a responsive repair’ link on this page opens the council’s online repair form.
How long does West Lancashire Borough Council have to fix a repair?
Its own targets run from 4 hours (priority 1 emergency) to 45 days (larger routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for West Lancashire 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. West Lancashire’s own damp and mould commitment: Under Awaab’s Law it investigates and makes safe emergency hazards within 24 hours, investigates damp and mould within 10 working days, sends a written summary within 3 working days, and completes safety work, including mould washes, within 5 working days of the investigation.
How do I complain about a repair to West Lancashire Borough Council?
Complain to the council first, online or by phone on 01695 577177. Acknowledged within 5 working days, with a full response within 10 working days of acknowledgement. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from West Lancashire 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 West Lancashire Borough Council for you. It’s free to check.
Start your claimIs Report Repair part of West Lancashire Borough Council?
No. Report Repair is independent and not part of West Lancashire Borough Council or any council or housing association. We show West Lancashire’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 West Lancashire?
Other landlords in the North of England
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- Wythenshawe Community Housing Group repairsHousing association
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Reported a repair to West Lancashire Borough Council and still waiting?
About 2 minutes. No documents. Free to check.