Making disrepair claims

We’re here to provide safe, sustainable and well maintained homes. Disrepair is when something we’re responsible for, has not been repaired within a reasonable time of it being reported to us. If that happens, we have let you down and not met our own standards.

The fastest way to report a new repair is our repairs reporter tool on our website or you can speak to one of our team in the Customer Connect Hub on 0300 123 5522.

We always want to listen to you and resolve any issues you may have so we can put things right as soon as possible.

If you are unhappy with our services or the way we have handled a repair, please complete our complaints form. Where appropriate, compensation payments can form part of the resolution to a complaint that has been upheld.

Recently we have seen an increase in tenants instructing solicitors (either directly or through claims management companies who knock on doors in your area), to begin a disrepair legal claim on their behalf. This can be a stressful process and it can take a long time for a claim to be resolved. There are other ways which might take less time, cost less and be less stressful for you and we would encourage you to consider those before resorting to a legal action.

If you do feel that instructing a solicitor is necessary, we would encourage you to make sure that you fully understand all the terms you are entering into and particularly any costs you may have to pay before you go ahead.

Many solicitors act under a ‘no win, no fee’ type arrangement. However, some of those types of arrangements contain what is known as a ‘success fee’. That is, if you succeed with your claim and compensation (or damages) that is payable to you, the solicitors may keep a percentage if not all of that money.

It is also possible that not all the costs you incur with your solicitor will be recovered from the landlord. You could be responsible for paying any difference and this could be hundreds or thousands of pounds.

Sometimes, tenants have to pay for an insurance premium, to protect them from a large costs bill if they lose their case. If you do not arrange insurance, then you may find that you have to pay all of your solicitor’s fees yourself.

One tenant recently was ordered by the Court to pay over £3,000 within 21 days for court and legal fees.

Making sure your home is safe and in a state of repair is a top priority for us, so if you’re not satisfied with the condition of your home, please get in touch with us first, so we can listen to you and work together to put things right.

Please remember that the ForHousing team will always wear an ID badge when visiting your home. If you can’t see a badge, you have the right to ask to see one before letting anyone into your home.  If you are unsure, please call our Customer Connect Hub on 0300 123 5522 before letting anyone into your home.

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