Making a disrepair claim
Our customers are increasingly being contacted by companies and individuals offering to pursue disrepair compensation claims against us on their behalf. This may seem like a quick and easy way to deal with a repair issue, but it could leave you with hidden costs and delays that aren’t clear upfront.
We want to make sure you have information about the potential downsides of using these services, so you can make the best choice for your situation.
We’ve shared below further information about disrepair claims, how you can avoid a disrepair scam and how we can help if you are not happy with our repairs service.
What is a disrepair claim?
This is when a tenant takes legal action against their landlord for reasons including failure to fix repairs in a reasonable timeframe, or not completing them at all.
Claims management companies often target tenants through cold calling or social media to encourage them to make a disrepair claim. They may then sell these claims on to a solicitor to represent the tenant on a “no win, no fee” basis.
You can make a disrepair claim yourself or with a lawyer – you do not to use a claims management company. However, in the first instance we ask that you submit a formal complaint and follow our complaints procedure.
What you need to know
This may seem like an attractive offer, but there are potential problems to consider before you sign up with a claims management firm:
- These firms often promise big pay outs, but when compensation is awarded it’s typically only a few hundred pounds.
- If the case is lost and not covered by an insurance policy, you could be left with legal bills running into tens of thousands.
- Some claims take years to resolve and you may have to appear in court to give evidence, which could be distressing.
- Once you’ve signed an agreement, you may not be able to stop the process. If you change your mind, you may be liable for exit fees, including, for example, surveys of your home, or the cost of any insurance policy.
Protecting yourself from fraudsters
Not all claims management firms are legitimate companies. Be alert to anyone who contacts you unexpectedly about repairs or legal claims. If you’re approached by cold callers at your door, on the phone or via social media claiming to represent Selwood Housing or offering help with disrepair claims:
- Verify their identity: Always check identification badges carefully. Some companies may falsely claim to be acting on our behalf. Be cautious of anyone asking for money to complete a repair or claiming to work on our behalf without providing details of the repair request and showing a valid photographic ID.
- Do not feel pressured: If you’re unsure, do not let them into your home. If you feel unsafe, contact the police and inform us immediately.
- Be alert to red flags: Avoid companies that pressure you into making a claim or using aggressive tactics and to anyone asking for money or your bank account details.
- Do not sign anything immediately: read any documentation carefully and seek independent advice.
- Legitimate claims management companies offering services related to housing disrepair must be authorised by the Financial Conduct Authority (FCA). You can find out more about using these companies and confirm whether a company is registered on the FCA website.
Why contact us directly with your complaint?
Our complaints process is fast, fair, free and follows the Housing Ombudsman Complaint Handling Code.
Before raising a disrepair claim, we ask that you:
- Submit a formal complaint and follow our complaints procedure. During the investigation, we’ll assess whether any compensation is due.
- If you’re unhappy with the outcome of your complaint, the Housing Ombudsman Service can review your complaint and decide if compensation is due.
- Legal action can be pursued as a last resort. You may need to provide evidence that you have already tried to resolve your dispute out of court, for example, by following our complaints procedure before making a disrepair claim.
How to report a repair
We know a reliable repairs service is very important to customers, and we want to meet your expectations. By reporting repairs directly to us, you’ll receive a faster service without the extra costs of using a third party.
If you are not happy with our repairs service, please contact us and we’ll do our best to resolve this.
You can read about our repairs service, including our responsibilities, on our repairs pages.
If you’re not happy with our service, you can make a complaint. For more information on how to do this visit our complaints page.
