Report an emergency repair
An emergency repair is where there is immediate danger to people or the structure of the property. The repair will be made safe as a priority and additional visits may be necessary to complete the repair in full.
Emergency out of hours number
Telephone: 0800 0147 333
Non-emergency repairs
If you need to report an emergency repair outside of normal office hours (including at weekends and bank holidays) use this telephone number or email:
Telephone: 0800 0147 333 (Monday to Friday, 8am to 8pm only)
Email: Housing.Repairs@luton.gov.uk
The out of hours service should not be used for repairs that can be safely left until normal working hours.
If you call the out of hours service and the repair is found not to be an emergency, we may charge you for the cost of the call out.
When the repairs will take place
We assess the repair based on its severity and will assign one of the following priorities:
- Emergency – response within one hour to 24 hours – this is for repairs that pose and threat to safety or security of any site, property or person; or would leave people without essential services or could cause further serious damage if not rectified
- Urgent – response within five working days – this is for repairs that cause some inconvenience or would lead to further difficulties if not rectified
- Routine – response within 30 working days – these are non-urgent jobs
When you report a repair you will be told the priority it has been given and we will arrange an appointment with you.
We want to make sure that our repairs are of a high standard. When we have done the work, we will ask you to tell us your views on the quality of the service and the repair.
Awaab’s Law
Awaab's Law is a UK law, effective October 27, 2025, that gives social landlords strict timeframes to fix serious health and safety hazards like damp and mould in tenants' homes.
Key requirements include investigating emergency hazards and starting repairs within 24 hours and investigating other significant hazards within 10 working days.
The law also states that landlords cannot blame tenants for damp and mould and will extend to other hazards in 2026.
You can read more about Awaab's Law on GOV.UK.