Disrepair claims

We’re committed to keeping your home safe and well-maintained, so if you’re having any trouble with repairs in your home or you’re unhappy with your repair experience, please let us know through My Account or by calling 0300 790 6555.

Some of our customers have been approached by claims management companies (CMCs) offering to help make disrepair claims against us. They may tell you that you can request compensation from us for problems in your home. 

However, CMCs may not be what they seem. They often don’t give you the full picture and can put you at serious financial risk. As your landlord, we’re here to help you look after your home, and we want to make sure you know all the risks before you make a claim.

Your home is considered to be in disrepair if we haven’t met our responsibility to keep it safe and well-maintained. That includes things like fixing plumbing, electrics, heating, and sanitation systems in a timely way.

Claims management companies (or CMCs) are businesses that encourage tenants to make disrepair claims. They usually sell these claims to solicitors and may charge you fees, often without clearly explaining the risks.

Some may even pretend to be from Citizen. If someone knocks at your door, always ask for ID. If something doesn’t feel right, don’t open the door, and if you feel unsafe, please call the police.

We know it might feel like a quick way to get things sorted — but it’s really important to understand what you could be signing up for. We’re sharing this to help you make the choice that’s best for you and your family.

Even if a company says it’s “no win, no fee,” you might still be asked to pay large upfront charges, often to cover the cost of an insurance policy related to your claim.

If the claim doesn’t succeed, you could still be left with solicitor fees or other legal bills. If it does succeed, any compensation might go towards covering those same fees.

These processes aren’t quick, some cases can take years. And if it goes to court, you may have to give evidence, which can be stressful and time-consuming.

During this process, most CMCs will advise you not to let us into your home, but we still have a legal duty to make sure it’s safe and in good condition.

That means we’ll give notice and try to visit your home to carry out repairs. If there’s a serious safety risk and we can’t get in, we may need to apply for a court order to gain access.

This could delay the repairs and put you in breach of your tenancy agreement with us.

Defending claims is extremely expensive for us. It ends up taking money away from important services — like home improvements, community projects, and repairs for others too.

If you decide to proceed with a disrepair claim, we will:

• Send a qualified surveyor to inspect your home. 
• Carry out any needed repairs which are our responsibility.
• Check to see if you reported the issue and gave us a chance to fix it.
• Thoroughly investigate the claim — including checking if they meet your tenancy agreement.

If you’re unhappy with your repair experience, talk to us first. We’re here to put things right and support you every step of the way.

Get in touch through My Account now or call 0300 790 6555.

We’re on your side. We want you to feel confident and safe in your home. Please reach out directly — we’re here to help.