Making a Housing Disrepair Claim — Your Options Explained

6 min read•Claims Process

You do not have to use a claims management company. Here is an honest guide to every route available to you.

If your landlord has failed to fix serious problems in your home, you have several options for getting repairs done and, in some cases, claiming compensation. Some routes are free. Some involve a solicitor. Some you can pursue entirely on your own.

This guide explains each option honestly — including what it involves, what it costs, and when it is most likely to work — so you can make the right choice for your situation.

Option 1: Complain Directly to Your Landlord

The first step in almost every case — and one you should always take before pursuing any other route — is to put your complaint in writing directly to your landlord.

What this involves: Write to your landlord — by email or letter — clearly describing the problem, when it started, how you have reported it before, and how it is affecting your health or daily life. Keep a copy of everything you send and note the date.

Your landlord is legally required to respond and to carry out repairs within a reasonable time. Under Awaab's Law, which came into force in October 2025, they now have specific legal deadlines — 24 hours for emergency hazards, and 10 working days to investigate damp and mould presenting a significant risk.

What it costs: Nothing.

When it works best: When the problem is relatively straightforward, your landlord is responsive, and you have not yet given them a formal written opportunity to fix it.

Limitations: If your landlord ignores you, disputes the cause of the problem, or carries out inadequate repairs, this route on its own may not be enough.

Always report problems in writing before taking any other step. Our evidence guide explains exactly what to include and how to keep records: What Evidence Do You Need for a Housing Disrepair Claim?

For a clear explanation of what your landlord is legally required to fix and within what timeframes, see: Landlord Responsibilities – What They Must Fix

Awaab's Law — What It Means for Council and Housing Association Tenants

Option 2: Use Your Landlord's Formal Complaints Process

If your initial written report has been ignored or the response has been inadequate, the next step is to make a formal complaint through your landlord's official complaints procedure.

What this involves: Every council and housing association is required to have a formal complaints process. You can usually find details of how to complain on their website or by calling their main number. Submit your complaint in writing, reference your previous reports, and state clearly what outcome you are seeking — repairs carried out by a specific date, and compensation if appropriate.

Your landlord should acknowledge your complaint within a set timeframe and provide a full response. If you are unhappy with their response, most landlords have a second stage to their complaints process before the matter can go to the Housing Ombudsman.

What it costs: Nothing.

When it works best: When you have already reported the problem informally and received no adequate response. The formal complaints process also creates the paper trail you need before going to the Housing Ombudsman.

Limitations: The process can be slow. Your landlord investigates and responds to their own complaints, which can feel frustrating if you have already been waiting a long time for repairs.

Option 3: The Housing Ombudsman Service

If you have been through your landlord's complaints process and are still not satisfied, you can refer your complaint to the Housing Ombudsman Service. This is a free and independent service — it does not charge tenants anything to use.

What this involves: The Housing Ombudsman investigates complaints from social housing tenants about their landlord's handling of repairs and complaints. They can order your landlord to carry out repairs, apologise, or pay you compensation. They are independent of both tenants and landlords.

You generally need to have exhausted your landlord's own complaints process before the Ombudsman will investigate, though in some cases they can get involved earlier.

What it costs: Nothing.

When it works best: When your landlord has handled your complaint poorly or unreasonably — delayed, dismissed, or mismanaged it — and you want an independent body to investigate. Also effective where you want repairs carried out and a formal finding of maladministration, but are not primarily focused on pursuing compensation through the courts.

Limitations: The Ombudsman can order compensation but the amounts are typically modest compared to what may be available through legal action. They also cannot force a landlord to carry out repairs as quickly as a court can in urgent cases.

Our dedicated guide to the Housing Ombudsman explains how to use the service, what to expect, and when it is the right route: Housing Ombudsman Explained

Option 4: Find a Solicitor Independently

You can instruct a solicitor to act for you in a housing disrepair case without using a claims management company. Many housing solicitors offer a free initial consultation and work on a no-win, no-fee basis.

What this involves: You find a solicitor yourself — typically by searching for law firms that specialise in housing disrepair — and instruct them directly. The solicitor will write to your landlord formally requiring them to carry out repairs and, if appropriate, pay compensation. If the case cannot be settled, the solicitor can issue court proceedings on your behalf.

When looking for a solicitor, check that they are regulated by the Solicitors Regulation Authority (SRA) and have experience in housing disrepair cases specifically.

What it costs: Most housing disrepair solicitors work on a no-win, no-fee basis. This means you pay nothing if the claim is unsuccessful. If the claim is successful, the solicitor's fees are typically recovered from your landlord or deducted from your compensation — your solicitor must explain this clearly before you agree to proceed.

When it works best: When your case involves significant health impact, substantial compensation, or a landlord who is unlikely to cooperate without formal legal pressure.

Limitations: Finding the right solicitor takes time and research. Not all solicitors who offer no-win, no-fee agreements specialise in housing disrepair, and the quality of representation varies.

For a full explanation of how no-win, no-fee arrangements work — including what you might pay and what happens if the case is unsuccessful: Understanding No-Win, No-Fee

Option 5: Legal Aid

In some circumstances, you may be eligible for Legal Aid — government-funded legal help that covers the cost of a solicitor without a no-win, no-fee arrangement.

What this involves: Legal Aid for housing cases is available through solicitors who hold a Legal Aid contract. It is means-tested, meaning your income and savings are assessed to determine whether you qualify. It is not available for all housing disrepair cases — it tends to apply where there is an urgent risk to health or safety, or where the case involves an injunction to force repairs quickly.

To find a Legal Aid solicitor for housing matters, use the government's Find a Legal Adviser tool at gov.uk.

What it costs: Nothing if you qualify — the government funds the legal costs.

When it works best: If you are on a low income or receiving certain benefits and your case involves an urgent or serious hazard. Also worth considering if your case involves a complex legal argument rather than a straightforward disrepair claim.

Limitations: Eligibility criteria are strict and many people do not qualify. Legal Aid is not available for all housing disrepair cases and may not cover compensation claims — it is more commonly used to fund injunctions to force urgent repairs.

Option 6: Use a Claims Management Company

A claims management company (CMC) assesses your case, connects you with a regulated solicitor, and handles the initial stages of the process on your behalf.

What this involves: You share details of your situation with the CMC. They review your case and, if it appears to meet the criteria for a valid housing disrepair claim, refer it to a regulated solicitor. The solicitor handles your case from that point forward. The CMC receives a fee for this introduction from the solicitor.

Council Repair Claims is a claims management company authorised and regulated by the Financial Conduct Authority (FCA). We only work with solicitors regulated by the Solicitors Regulation Authority (SRA).

What it costs: You pay nothing upfront. The no-win, no-fee arrangement means you pay nothing if your claim is unsuccessful. Other costs may apply if you cancel after the cooling-off period or fail to cooperate with your solicitor — these will be explained clearly before you agree to proceed. By using a CMC, it does not mean your claim will be dealt with more quickly or that you will receive a better outcome than if you pursued the claim yourself or instructed a solicitor directly.

When it works best: When you are unsure whether you have a valid claim and want a straightforward assessment, when you want to be connected with a specialist solicitor without having to research and approach firms yourself, or when you find the process of understanding your options difficult to navigate alone.

Limitations: Using a CMC is not necessary to make a claim. If you are confident in your case and comfortable approaching a solicitor directly, you may prefer to do so.

Which Option Is Right for You?

There is no single right answer — the best route depends on your situation. As a general guide:

Start here in almost every case: Write to your landlord formally and give them a clear opportunity to fix the problem. This costs nothing and is usually required before any other route will be effective.
If your landlord responds but the repairs are inadequate: Use their formal complaints process, then escalate to the Housing Ombudsman if needed.
If you are primarily seeking repairs and a formal finding: The Housing Ombudsman route is free and independent.
If you are seeking significant compensation or your landlord is uncooperative: Legal action through a solicitor — either found independently, through Legal Aid if you qualify, or via a CMC — is likely to be more effective.
If you are unsure where to start: A free assessment from Council Repair Claims costs nothing and carries no obligation to proceed.

Your Rights Under the Law

Whichever route you choose, your legal rights remain the same. Your landlord has duties under the Landlord and Tenant Act 1985, the Homes (Fitness for Human Habitation) Act 2018, and Awaab's Law. Those rights exist independently of whether you use a solicitor, a CMC, or pursue a complaint yourself.

The Landlord and Tenant Act 1985 – What It Means for You

The Homes (Fitness for Human Habitation) Act 2018 – What It Means for You

Awaab's Law — What It Means for Council and Housing Association Tenants

Council Tenant's Rights Guide

Need Help?

If you would like a free, no-obligation assessment of your situation, Council Repair Claims can help you understand your options and connect you with a regulated solicitor if your case is suitable.

You are not required to use our service. You can complain directly to your landlord or to the Housing Ombudsman for free.

This article is for general information only and does not constitute legal advice. Content correct as of May 2026.