Disrepair means something in your home is broken, damaged, or not working properly and it’s the landlord’s job to fix it.

As your landlord, we're responsible for keeping your home safe and in good condition. Depending on your tenancy agreement, it may include things like:

  • Leaks or damp
  • Broken heating or hot water
  • Faulty electrics
  • Cracked walls or damaged windows
  • Problems with toilets, sinks, or drains

If you tell us about a problem and we don’t fix it within a reasonable time, it could become a legal disrepair issue. That means the law says we must take action.

We've been made aware that solicitors and/or claims management companies are targeting social housing residents regarding making a disrepair claim. 

It’s completely your choice if you decide to pursue a claim against us. However, we believe it’s important you understand what could happen if you go through a solicitor or claims company, so you can make an informed decision.

Our advice

If you’re experiencing disrepair, please report it to us first. We’re committed to resolving your issues and ensuring you have a safe place to call home. If you're not satisfied with the service you have received, you can:

  • Submit a complaint by calling us or online.
  • Contact the Housing Ombudsman for free, independent help.

You have the right to seek compensation but you don't need a claims management company to submit a case on your behalf. It’s important to understand all your options before involving a third party.

What are claims management companies?

They are companies that target residents, particularly those in social housing, to encourage them to make a claim for disrepair.

They typically work by:

  • Advertising or contacting residents directly, often through calls, texts, or social media.
  • Collecting your details and selling your claim to a solicitor they work with.
  • The solicitor then handles the legal process, acting on your behalf to pursue compensation from your landlord (us, in this case).

Claims management companies act as a middleman (at a cost) between you, the solicitor, and your landlord.

Any agreement with these companies can put you at significant financial risk.

What are the potential risks?

It’s your choice if you prefer to use a claims management company when dealing with disrepair in your home. However, we want to highlight some of the risks involved:

  • High fees - Even though many claims management companies advertise “no win, no fee,” if your claim is successful, the solicitor they refer you to may take up to 50% of your compensation. If you change your mind after signing up, some charge termination fees too. 
  • Hidden costs - You may be asked to pay for things like legal insurance or other services. If your claim fails or you withdraw, you could still be liable for costs. 
  • Wrong advice - Claims companies are paid referral fees so often their priority is securing a claim, not resolving your housing issue. 
  • Breach of tenancy - Most companies acting on your behalf will advise you not to allow access to us to visit your home to do any repairs. This will put you in breach of your tenancy agreement with us.