Independent · not part of Wiltshire Council
Wiltshire Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Wiltshire 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 20 working days.
By Ben Miller, housing disrepair specialistChecked 8 October 2026 · How we checkSource: wiltshire.gov.uk
Has Wiltshire Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Wiltshire’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, Wiltshire’s emergency line is here.
How to report
Reporting a repair to Wiltshire Council
- 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 Wiltshire misses its own target, complain. You may also be able to claim.
- Emailhousingrepairs@wiltshire.gov.uk (non-urgent repairs).
- TextText 07788 915718 to report or check a repair; you’ll get a works order number and target time back (normal charges apply).
Emergency repairs
When to call Wiltshire straight away
Phone Wiltshire straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 9am to 5pm. Calls outside office hours go to the out-of-hours service, for emergencies only. The number is in Wiltshire’s repair contacts.
- 01Gas leaks
- 02Major water leaks
- 03Electrical faults
- 04No heating in winter (vulnerable tenants)
- 05Structural damage that is dangerous
What counts as an emergency, from wiltshire.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Wiltshire.
Timescales
How long Wiltshire Council has to fix it
Wiltshire’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Wiltshire’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysSuch as leaking pipes, partial loss of power, minor heating faults, blocked drains or broken window locks. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working daysSuch as internal doors, dripping taps or minor plastering. | No fixed legal limit unless it’s a hazard |
| Specialist | 60 working daysNon-urgent specialist work, some groundworks or weather-dependent jobs. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Under Awaab’s Law the council says it will fix emergency hazards within 24 hours, check serious damp and mould within 10 working days, give a written update within 3 working days of the check and start other serious repairs within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from wiltshire.gov.uk and Wiltshire’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 20 working days ago? That’s past Wiltshire’s own target. You could claim compensation.
Start your claimYour options
If Wiltshire Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Wiltshire 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 WiltshireYou 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 aimed for within 10 working days (can be extended by 10 more).
- Stage 2
Ask for a review
Independent review by a complaints officer, with a reply aimed for within 20 working days (can be extended by 20 more).
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Wiltshire’s record
How Wiltshire Council performs on repairs
of Wiltshire tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Wiltshire in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Wiltshire Council
- How it handled a report of damp and mould.Maladministration
Sources: Wiltshire tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Wiltshire Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Wiltshire Council repairs: questions
What is Wiltshire Council’s repairs number?
0300 456 0117. Monday to Friday 9am to 5pm. Calls outside office hours go to the out-of-hours service, for emergencies only.
What is Wiltshire Council’s emergency or out of hours repairs number?
0300 456 0117 (Repairs line (option 2)). Monday to Friday 9am to 5pm. Calls outside office hours go to the out-of-hours service, for emergencies only.
Can I report a repair to Wiltshire Council online?
Yes, at ihousing.wiltshire.gov.uk. iHousing portal for non-urgent repairs. You need to register first. Phone for emergencies.
How long does Wiltshire Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 working days (specialist). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Wiltshire 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. Wiltshire’s own damp and mould commitment: Under Awaab’s Law the council says it will fix emergency hazards within 24 hours, check serious damp and mould within 10 working days, give a written update within 3 working days of the check and start other serious repairs within 5 working days.
How do I complain about a repair to Wiltshire Council?
Complain to the council first, online, by email (complaints@wiltshire.gov.uk) or by phone on 01225 718400. Acknowledged within 5 working days, with a reply aimed for within 10 working days (can be extended by 10 more). If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Wiltshire 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 Wiltshire Council for you. It’s free to check.
Start your claimIs Report Repair part of Wiltshire Council?
No. Report Repair is independent and not part of Wiltshire Council or any council or housing association. We show Wiltshire’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 Wiltshire?
Other landlords in the South of England
- Bristol City Council repairsCouncil
- Norwich City Council repairsCouncil
- Portsmouth City Council repairsCouncil
- Southampton City Council repairsCouncil
- Winchester City Council repairsCouncil
- Woking Borough Council repairsCouncil
- Wokingham Borough Council repairsCouncil
- Worthing Homes repairsHousing association
Reported a repair to Wiltshire Council and still waiting?
About 2 minutes. No documents. Free to check.