Report a repair, damp or mould

Report a problem with a council home or communal area in a block of flats.

Before you start

You should know that:

• some minor repairs are your responsibility. Check your repairs rights and responsibilities
• you need to pay for repairs caused by accidental damage, misuse or neglect. Find out more about chargeable repairs

Emergency repairs

An emergency repair is any problem that could be a security risk or cause harm to you, another person or to your property.

All emergency repairs need to be reported by phone, using the phone numbers below.

Some examples of emergency repairs are:

• a health and safety risk, like smashed glass or an electrical hazard
• a security risk, like a problem with the main entrance to your property such as insecure external window, door or lock
• total or partial loss of electric power
• unsafe power or lighting socket or electrical fitting
• total loss of water supply (not partial loss)
• total or partial loss of gas supply
• blocked flue to open fire or boiler
• no heating or hot water
• blocked or leaking foul drain, soil stack or toilet
• toilet not flushing, if there is only one toilet in property
• leak from a water pipe, tank or cistern

Report an emergency repair

If you're reporting an emergency repair then you'll need to call us:

• 8.30am to 6pm (office hours): 0117 922 2200
• 6pm to 8.30am (out of hours): 0117 922 2050
• Textphone: 0117 922 3892

Report a repair

Report damp, mould or a non-emergency repair online:

Report damp or mould

We aim to assess your report within 2 weeks.

Report a repair

We aim to process your request within 5 working days.

Awaab's Law

This new law helps to speed up the timeframes in which we must investigate and fix emergency hazards and damp and mould hazards that present a significant risk of harm.

What to expect from your landlord

• As your landlord we must investigate and undertake work on an emergency hazard (for example, a dangerous electrical fault, damaged external door or window or a major leak) that poses an immediate and significant risk of harm to your health, and make your home safe within 24 hours of becoming aware.
• We must investigate a significant damp and mould hazard, that poses a significant risk of harm to your health and safety, within 10 working days and then make the home safe within 5 working days.

For more information on what a significant and emergency hazard is and further details on timeframes, visit Awaab’s Law: Guidance for tenants in social housing on GOV.UK.