Claim Management

Everything you need to know. This factsheet was developed in association with Community Housing Cymru to help housing association tenants in Wales get things put right in their homes.

Repairs and Disrepair Claims: What You Need to Know

As a tenant, your landlord is responsible for certain repairs and should complete them within set timescales. But sometimes repairs are delayed, and it can feel like your landlord has let you down. Many tenants think the only solution is to make a disrepair claim, often through a Claims Management Company or solicitor.

row of new white houses with red and blue front doors

Following The Process

It’s important to follow these steps before you make a legal claim, otherwise your claim may fail.

Log your repair.

Report repairs to your housing association quickly. Your tenancy explains what you maintain and what they must fix. Repairs should be done in reasonable time. You’ll need to allow access for checks or work. Always keep records of calls, emails, or letters about the issue for evidence.

STEP 1

Log your complaint.

Unhappy with your repair? You can complain. All Welsh housing associations have a free complaints system. Ask for details or check online. Submitting a complaint is the first step before taking it further. Keep notes of dates, contacts, and responses, as these will help if you need to escalate.

STEP 2

Still not satisfied?

If repairs still aren’t done, contact the Public Services Ombudsman for Wales. They are independent and can order landlords to act or award compensation. The Ombudsman can help if repairs are delayed, ignored, or appointments missed. You must show you reported the issue and made a complaint first.

STEP 3

Looking for other options?

  • Speak to your council’s environmental health department – it is responsible for making sure your home is safe.
  • Speak to Shelter Cymru – this charity can give you free, confidential and independent housing advice. You can chat to them online, call their helpline, or visit a local service. Visit sheltercymru.org.uk/get-help for more information.
  • Speak to your MS or councillor – find out how to contact your local representatives at writetothem.com
  • Contact Citizens Advice – its advisors give free, confidential advice on lots of different things, and can help you find free or affordable legal help if you need it. Go to www.citizensadvice.org.uk/wales for more information.

Claim management companies and solicitors.

  • Some companies and solicitors offer to take on housing disrepair claims for tenants. You do have the right to go down the legal route, but it can take a long time and be expensive. That’s why this factsheet also explains the free options available to you first.

    You might choose to make a legal claim if:

    • Winning your case forces your landlord to complete the repairs.

    • You’ve tried all other routes and now need professional legal help.

    • The court may award you compensation if you win.

What do I need to be aware of?

  • Things to know before making a legal claim

    • Legal cases can take a long time, and there’s no guarantee you will win.

    • Claims take up your time and may involve large court fees if you lose or withdraw.

    • If you win, you’ll still have to pay your solicitor or claims company, either through fees or a cut of your compensation.

    • If you lose, you could be asked to pay your landlord’s legal costs.

    You must still allow your landlord into your home to carry out repairs, even if you’re making a claim. If you refuse access, it could delay repairs, harm your claim, and break your tenancy agreement.

    Only deal with regulated companies:

    • Claims companies must be authorised by the Financial Conduct Authority (FCA).

    • Solicitors must be regulated by the Solicitors Regulation Authority (SRA). Check their details on the Law Society website.

    Finally, remember that many Welsh housing associations now have new processes to deal with issues like damp and mould, so their response may be quicker than you expect.

Find Answers to Your Claims Management Questions

If you need information,  read our FAQs. Or visit our self-help guides to learn more about reporting and resolving issues.

It depends on the problem. Urgent issues should be dealt with quickly, while less serious repairs may take longer. Either way, repairs should be carried out in a reasonable amount of time.

It depends on the problem. Urgent issues should be dealt with quickly, while less serious repairs may take longer. Either way, repairs should be carried out in a reasonable amount of time.

Yes. You must allow access so your landlord can inspect the issue and carry out repairs. If you refuse, it could delay the repair and even affect your legal rights.

Yes. Always keep notes, emails, or letters about the repairs you’ve reported. This may help if you need to complain or take the matter further.

Start by making a formal complaint using our complaints system.

You can go to the Public Services Ombudsman for Wales. They are independent and have the power to order your landlord to act and even award compensation.

Need more help?

Browse our Repair Handbook below which will give you more information on repairs and responsibilities in your home.

Visit Self-Help Guides