When repairs go wrong

Complaints

If you are unhappy with our service, please contact us. You can also file a complaint using our complaints procedure.

Tenants can use their rights under the Right to Repair Regulations. They can also file a formal claim of disrepair.

Right to repair

The Right to Repair Regulations give tenants the right to get repairs completed. They can also claim compensation in certain cases.

This right is granted to secure tenants of local housing authorities. More information can be found on the Government’s website.

Disrepair

Disrepair means a property rented to a tenant has not had the necessary repairs completed even though the landlord has been notified about them.

Tenants can make a disrepair claims and we will deal with it under the disrepair policy.

This policy aims to provide a clear framework for handling housing disrepair and injury claims from it.

The policy follows the Government's Housing Disrepair Protocol. For more details, see the disrepair policy or visit the Government's website.

Missed repairs appointment? Claim your voucher

You are entitled to a missed appointment voucher if we schedule a repair and don't arrive within the promised time.

Out contractors should offer this when they reschedule your appointment. If they don’t, you can let us know and complete the missed appointmentment online form.

You must provide your repairs job reference and claim within 30 days.

Insurance

We will only consider claims for damage to tenants' or third parties' possessions in two cases. 

  1. If we could have reasonably foreseen the need for repairs and failed to act.
  2. if there is clear legal liability.

In other circumstances, it is the responsibility of the tenant to make a claim under their home contents insurance.

For this and other reasons we will encourage all tenants to obtain home contents insurance. In the event of internal damage, leaseholders are required to contact their insurance provider in the first instance.

For more information please visit our insurance page.