We have been made aware that some residents in our homes are being contacted by claims management companies, encouraging them to make claims for disrepair in their properties. These companies are not always what they seem.
If you have a repair issue (either a new one or one that’s been outstanding), please report it to us. We want to work with you to ensure your home is kept in good repair (and as free from damp, condensation and mould as possible).
If you’re not happy with how we’re working you can make a complaint. If you’re still not happy you can refer it to the Housing Ombudsman. At any time you can get independent advice from organisations like Shelter. The government is encouraging tenants to complain to their landlord if they’re unhappy with the service it provides – and rightly so.
What is disrepair?
If we don’t take necessary steps to keep your home safe and in repair your home could be said to be in disrepair. This includes things like: not completing repairs we’re responsible for in a reasonable time or not keeping installations for sanitation, electricity, gas and water supplies in working order.
What are claims management companies?
They are companies that target tenants, particularly tenants of social housing landlords, with marketing tactics to encourage you to make a claim for disrepair. They then sell your claim to solicitors who act as intermediaries. Any agreement with these companies has a financial risk attached to it.
Hidden costs
These companies will usually tell you that they operate on a “no win, no fee” basis.
They sometimes charge a fixed lump sum up front to take out an insurance policy to cover the cost of your claim. Any potential compensation you receive from a claim may reduce to cover costs.
Fees if you change your mind
If at any point you change your mind and want to stop the process, you may be liable for a “get out” fee. If your case goes to court and is dismissed, you could be ordered to pay legal costs, which could be thousands of pounds. Some claims can take years to resolve, and you may have to appear in court to give evidence as part of the process.
During this time, some companies acting on your behalf will advise you not to allow us access to do any repairs. This will put you in breach of your tenancy agreement – and exposes you to the hazards and risks from the disrepair for longer.
What happens if I make a claim?
We’ll arrange for one of our team to carry out a survey of your home. During the survey, we’ll make a note of any repairs your home needs, and check if we need to charge you for any damage. If the survey identifies repairs that are our responsibility, we’ll arrange to visit your home and do the work.
We’ll also check our records to see whether you have reported any of the repairs to us before, in line with your tenancy agreement. If you have not reported any repair to us before you make a claim, or given us the opportunity to make a repair, any claim you make is likely to fail.
Please talk to us before considering engaging with a claim company. We are here to help, and our priority is to make sure that all repairs necessary are undertaken quickly (without the delays of a legal process) and that people are happy in their homes.
Please remember we all carry identification badges and our contractors do too. If you’re unsure who someone is, do not let them into your home. You can also ring us on 01278 444344 to check if it is a member of our team. Also, if someone you don’t know calls you claiming to work for us please take their details, end the call and call us on 01278 444344. We can check their identity.