Independent · not part of City of York Council
City of York Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to City of York Council: the repairs phone numbers and emergency line, and how long the council has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: york.gov.uk
Has City of York Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet York’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, York’s emergency line is here.
How to report
Reporting a repair to City of York 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 York misses its own target, complain. You may also be able to claim.
- Emailhousing.repairs@york.gov.uk
Emergency repairs
When to call York straight away
Phone York straight away if anything puts someone in danger or leaves your home unsafe. Emergency repairs outside office hours. Calls are recorded. The number is in York’s repair contacts.
- 01Partial loss of electric power
- 02Complete loss of heating and hot water
- 03Locked out, or you can’t secure outside doors or ground-floor windows
- 04A leak you can’t contain that risks damage or an electrical hazard
- 05A blocked drain or toilet, if it’s your only toilet
What counts as an emergency, from york.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell York.
Timescales
How long City of York Council has to fix it
York’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | York’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursWithin 24 hours if reported in office hours (8.30am to 5pm); within 4 hours if reported outside office hours. | Emergency hazards: investigate and make safe within 24 hours |
| General | 20 working daysLess urgent repairs, usually within 20 working days. | No fixed legal limit unless it’s a hazard |
| Planned | 65 working daysWork that needs more than one trade or contractor. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Says it responds to damp and mould reports within the timescales set by Awaab’s Law, and tracks investigating emergency hazards within 24 hours and significant hazards within 10 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from york.gov.uk and York’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 City of York Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with York 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 York, it ordered £1,100 in compensation.
How to complain to YorkYou 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 of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full written reply aimed for within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
York’s record
How City of York Council performs on repairs
Apr 2026: In its first consumer grading, the regulator found weak complaint handling (only 55% of stage 1 and 40% of stage 2 complaints answered on time) and outstanding electrical, fire and water safety work, though most repairs were done on time.
of York tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about York in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about City of York Council
- How it handled reports of damp and mould.Maladministration
£1,100 ordered
Sources: Regulator of Social Housing judgement, 29 April 2026; York tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
City of York Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
City of York Council repairs: questions
What is City of York Council’s repairs number?
01904 551550 (Repairs line) or 01904 630405 (Out of hours) or 01904 427699 (Out of hours). Monday to Friday, 8.30am to 5pm (choose option 4, then option 1).
What is City of York Council’s emergency or out of hours repairs number?
01904 630405 (Out of hours · emergencies). Emergency repairs outside office hours. Calls are recorded.
How long does City of York Council have to fix a repair?
Its own targets run from 24 hours (emergency) to 65 working days (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for City of York 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. York’s own damp and mould commitment: Says it responds to damp and mould reports within the timescales set by Awaab’s Law, and tracks investigating emergency hazards within 24 hours and significant hazards within 10 working days.
How do I complain about a repair to City of York Council?
Complain to the council first, online, by email (haveyoursay@york.gov.uk) or by phone on 01904 554145. Acknowledged within 5 working days, with a reply aimed for 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 City of York 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 City of York Council for you. It’s free to check.
Start your claimIs Report Repair part of City of York Council?
No. Report Repair is independent and not part of City of York Council or any council or housing association. We show York’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 York?
Other landlords in the North of England
- Cobalt Housing repairsHousing association
- Community Gateway repairsHousing association
- Connect Housing repairsHousing association
- Darlington Borough Council repairsCouncil
- Hull City Council repairsCouncil
- Leeds City Council repairsCouncil
- Newcastle City Council repairsCouncil
- Sheffield City Council repairsCouncil
Reported a repair to City of York Council and still waiting?
About 2 minutes. No documents. Free to check.