Making a disrepair claim

Our customers have the right to live in a safe and well-maintained home. However, if your home falls into a state of disrepair, we want to let you know your rights and what steps you can take to resolve the issue.

If you are thinking of making a claim against us because of a disrepair issue, please contact us first so we can support you to fix any outstanding repair issues.

Disrepair Claims

We’re aware that some of our customers are being approached by various disrepair claim companies about making a claim against us for disrepair.

These companies make money by selling claims to solicitors which can also place you at significant financial risk with hidden costs. They may not give you all the information you need before you agree to work with them.

As your landlord, we’re here to help. We want to protect you from these companies and explain the factors and risks you need to consider if you’re thinking of making a claim.

If they come to your door, make sure you:

 

ID Card

Always ask for identification before letting them in
 

Police station

If you feeI unsafe, please call the police

 
 

Document

Talk to us before you sign any documents

 

What is disrepair? 

If we don’t meet our obligations to keep your home in repair, structure and exterior including drains, gutters, and downpipes – including completing repairs we’re responsible for in reasonable time, and keeping installations for sanitation, electricity, gas and water supplies in working order – your home could be said to be in disrepair.


You could be in breach of your tenancy agreement

If you do seek legal advice some companies acting on your behalf will advise you not to allow access to us to visit your home to do any repairs. Please allow us in as this will put you in breach of your tenancy agreement if you don’t. 

As your landlord, it’s our responsibility to ensure your home is safe and kept in repair, so we’ll attempt to visit your home anyway having given you notice of our visit. If there’s a health and safety risk, we may request a court injunction to gain urgent access to do the work.


Report a disrepair problem

If you are a Incommunities customer, you can report a repair issue or check the status of something you have already reported.

Talk to us about disrepair issue:

 
PhoneBy telephone - 0330 175 9540
EmailBy email – repairs.hotline@incommunities.co.uk
In person In-person with your housing officer

 
What Happens Next?

Once we received your report, we will: 

  • Assess the Issues:  We’ll arrange for an inspection of your property to assess the severity of the disrepair.

  • Carry Out Repairs: Depending on the nature of the issue, we will either carry our the necessary repairs directly or arrange for the contractor to do so. We aim to resolve most issues within a specified time frame, depending on the urgency.

  • Keep You Informed: We will keep you updated throughout the process, letting you know when to expect the repairs to be completed.


What if the repairs are not done?

If we fail to address the disrepair in a reasonable time or to a satisfactory standard, you may have the right to take further action.  This could include: 

  • Filing a formal complaint: start by using the internal complaints process. Details on how to do this can be found here
  • Seek legal advice: if the issue remains unresolved, after your complaint, you may wish to seek legal advice.


Need Help?

If you’re unsure about whether an issue in your home constitutes disrepair or if you need assistance in reporting a problem, don’t hesitate to contact us.  We are here to help ensure that your home remains a safe and comfortable place to live.  

Don’t wait – report any issues as soon as they arise.