You may be able to claim compensation
If a broken window, door or lock has not been properly fixed, you may be able to claim repairs and compensation from your council or housing association.
Broken windows, doors or locks: compensation claims for council and housing association tenants
If you rent from a council or housing association and you are living with a broken window, an external door that won't close or lock properly, or a faulty lock that has not been properly fixed, you may be able to make a compensation claim for repairs and compensation. Here is how to tell what's urgent, what's your landlord's job and what's yours, what your landlord owes you on security, and what evidence helps.
Broken windows, doors or locks at a glance
Windows, external doors and locks are your landlord's job
Council and housing association landlords must keep the external windows, external doors and their locks and fastenings in repair.
Security problems can be urgent
A door or window that won't lock, especially after a break-in, should be treated as an emergency repair, not a routine one.
Say who is vulnerable
Children, older people and anyone who feels unsafe are more at risk from a security or fire-escape problem. Tell your landlord in writing.
Warning signs of a problem
These problems don't always look dramatic. These are the signs worth acting on.
Draughts or water around frames
Cold air, whistling, or water coming in around a window or door frame, even when it's closed.
Windows that won't open, close, or stay open
A window that's stuck shut, won't stay open, or won't close fully, including a jammed window restrictor.
A lock that's loose, stiff, or won't catch
A key that's hard to turn, a lock that doesn't engage properly, or a door that doesn't sit flush in its frame.
A door that's been forced or damaged
Splintered wood, a bent frame, or a door that no longer closes properly after someone has tried to force it.
Rotten frames or rusted fittings
Soft, crumbling wood around a window or door, or hinges and locks that are rusted and seizing up.
Cracked or broken glazing
A cracked pane, broken glass, or condensation trapped between the panes of a double-glazed unit.
Is it urgent right now?
A few signs mean a window, door or lock problem needs treating as an emergency, not a routine repair request.
Broken glass, a door that won't lock after a break-in, or a jammed fire-escape window?
If there has been a break-in or attempted break-in, call the police first and get a crime reference number. Then call your landlord's emergency repairs line to get the property made secure. A fire-escape window or door that won't open is also an emergency: report it straight away.
Treat as an emergency
A break-in or attempted break-in, broken glass, a door or window that won't lock or close at all, or a jammed fire-escape window or door.
Report urgently, but not a 999 emergency
A stiff or loose lock, a draughty window, a window restrictor that's jammed, or a door that doesn't sit flush in its frame.
Routine repair
A worn handle, a key that needs a little extra effort, or cosmetic damage to a frame with no effect on security or opening.
Who's responsible: landlord or tenant?
External windows, doors and the locks that came with them are your landlord's responsibility.
| What | What it covers | Who's responsible |
|---|---|---|
| External windows and frames | The window units, their frames and fittings that came with the property | Your landlord |
| External doors and frames | Front, back and other external doors, including their frames | Your landlord |
| Original locks and door furniture | Locks, hinges and handles fitted by your landlord | Your landlord |
| Communal entry doors and intercoms | Shared entrance doors, intercoms and entry systems in blocks of flats | Your landlord, or its managing agent |
| Window restrictors | Devices fitted to limit how far a window opens, especially on upper floors | Your landlord |
| Replacement keys you've lost | Getting a new key cut if you've lost yours, rather than if the lock itself has failed | You, in most cases |
| Extra locks or chains you've added yourself | Additional security you've fitted that wasn't there when you moved in | You, usually with your landlord's permission needed first |
| Internal doors you've damaged | Damage you or a visitor have caused to internal doors, as opposed to normal wear and tear | You |
Types of problems with windows, doors and locks
What's wrong, and how urgent it is, depends on the type of fault and where it is.
Failed double glazing
Condensation trapped between the panes, which means the seal has failed. Usually a sign the unit needs replacing, not just cleaning.
Broken sash cords and hinges
Older sash windows relying on cords and weights, or hinges on casement windows, wearing out or snapping.
UPVC mechanism failures
The multi-point locking mechanisms in UPVC doors and windows can fail internally even when the door or window looks fine.
Rotten wooden frames
Timber frames that have softened or rotted, often linked to a leak or long-standing damp nearby.
Broken communal entry systems
A shared entrance door, lock or intercom not working in a block of flats, which is a security issue for everyone in the building.
Damaged fire doors
A fire door that no longer closes and seals properly, which affects fire safety as well as security.
Broken window restrictors
A restrictor that's missing, broken, or has been removed, which matters especially where children live on upper floors.
Forced entry damage
Splintered frames, bent locks or a door knocked off its hinges following a break-in or attempted break-in.
Living with a broken window, door or lock?
Find out in minutes if you could claim compensation for a broken window, door or lock. It costs you nothing to check.
We are a claims management company, not a law firm. You don't have to use us: you can complain to your landlord, then the relevant ombudsman*.
*England: Housing Ombudsman. Wales: Public Services Ombudsman
Security and your landlord's duty to keep you safe
This matters beyond ordinary repair: being unable to secure your home affects how safe you feel in it.
A home that's reasonably secure
Your landlord has a duty to keep external doors, windows and their locks in proper working order, which includes keeping your home reasonably secure.
"Made secure" after a break-in
A temporary board over a broken window or door counts as making the property secure in an emergency. It is not a substitute for a proper, permanent repair.
Don't let a temporary fix become permanent
If a board-up or a makeshift repair has been left in place for weeks, press for the permanent repair to be completed, and keep a record of how long it's taken.
What to do, and what to leave to your landlord
A few things help straight away. Anything structural to the window, door or lock mechanism should go through your landlord.
Do
Report it straight away
Use the emergency repairs line for anything affecting security or fire escape, and follow up in writing with a photo.
Get a crime reference number
If there's been a break-in or attempted break-in, report it to the police and keep the reference number for your landlord and any claim.
Keep the damaged parts, where safe to do so
Don't throw away a broken lock or damaged fitting until your landlord has seen it or you've photographed it clearly.
Push for the permanent repair
A temporary board-up or a fitted lock that's just "good enough for now" should still be followed up until it's properly fixed.
Check window restrictors if children are in the home
Report a missing or broken restrictor straight away, especially on an upper floor.
Do not
Don't rely on makeshift security
Wedging furniture against a door or taping over broken glass is not a substitute for a proper repair, and isn't safe long-term.
Don't remove a window restrictor yourself
Leave this to your landlord, especially if children live in the home.
Don't ignore a stuck fire-escape window or door
This is a safety issue as well as a repair issue. Report it as urgent.
Don't let a "temporary" fix sit unresolved for months
Keep a record of how long it's been, and chase for the permanent repair.
Don't carry out lock or glazing work yourself without telling your landlord
If you must arrange an emergency repair yourself, tell them straight away and keep the invoice.
The impact of broken windows, doors or locks
These problems are not just an inconvenience. They affect safety, warmth and peace of mind.
Security and burglary risk
A door or window that won't lock leaves your home, and your belongings, at greater risk.
Cold and damp
Draughts and water ingress around frames can make a home colder and contribute to damp and mould.
Fire-escape risk
A window or door that won't open properly can block an escape route in an emergency.
Extra costs
Temporary security measures you've had to arrange or pay for yourself, or a locksmith call-out.
Stress and anxiety
Feeling unsafe in your own home, especially after a break-in, takes a real toll.
Disruption
Living with a boarded window or a door that doesn't close properly affects everyday life, noise and privacy.
What your landlord must do
These duties apply to your tenancy automatically, and your landlord can't contract out of them.
Landlord and Tenant Act 1985
Section 11 requires your landlord to keep the structure and exterior of your home in repair, which includes external windows and doors.
Read the guideHomes (Fitness for Human Habitation) Act 2018
Your home must be fit to live in. A home that can't be properly secured, or that has a blocked fire escape, may not be.
Read the guideHousing Health and Safety Rating System
Entry by intruders and falls are both hazards local authorities can assess and act on under this system, which is why locks, windows and restrictors matter.
Read the guideAwaab's Law (England)
Falls are due to be brought into Awaab's Law's strict time limits from Phase 2, which is relevant to broken window restrictors, alongside excess cold and heat, structural collapse, fire and explosions, electrical safety and hygiene.
Read the guideWhat a proper fix looks like
- Restores full security, not just a temporary board or patch
- Fixes the whole mechanism, not just the visible symptom
- Gives you written confirmation the work is complete
- Replaces any window restrictor removed or broken during the repair
Broken windows, doors or locks in a council house or housing association home: claiming compensation
Council and housing association landlords owe the same core repair duties. The complaints route differs slightly depending on who your landlord is.
Broken windows, doors or locks in a council house: claiming from your council
If you rent from your council, or from an organisation it has set up to manage its homes, that landlord owes the repair duties above. Follow its complaints process first, then take it to the relevant ombudsman*. Shared entrance doors, intercoms and security in blocks usually remain your landlord's responsibility, even if a managing agent runs the building.
Broken windows, doors or locks in a housing association home: claiming from your housing association
Housing association tenants have the same core repair rights, whether the landlord is a large national association or a small local one. Complain to your housing association first, then take it to the relevant ombudsman*.
Not sure who your landlord is? We can help check.
*England: Housing Ombudsman. Wales: Public Services Ombudsman
Evidence you need for a windows, doors or locks claim
- Photos of the damage: the broken lock, cracked glass, or forced frame
- A crime reference number, if there's been a break-in or attempted break-in
- A simple log: when you first noticed it, and any changes since
- Every report: emails, portal messages, call dates and reference numbers
- Photos of any temporary fix, such as a board-up, and the date it was done
- Receipts for any extra costs: a locksmith, temporary security, or a replacement you had to arrange yourself
- Photos showing the problem from both inside and outside, where it's safe to take them
- GP letters and details of anyone vulnerable in the household, if health or safety has been affected
A simple log, set out clearly
| Date | What happened | Reported and reply |
|---|---|---|
| [date] | Lock stopped working | Called [time], ref [number] |
| [date] | Break-in attempted | Police ref [number]; landlord emailed |
| [date] | Temporary board fitted | Permanent repair awaited |
An example layout. Keep it up to date every time something changes.
Broken windows, doors or locks compensation: what could a claim include?
There are no fixed amounts. They depend on the factors below, and there are no guarantees.
Repairs, made secure
The window, door or lock properly fixed, restoring full security and safe operation.
Broken windows, doors or locks compensation
For the disruption, inconvenience and any worry caused by living with an unresolved security or safety problem.
Extra costs
Provable extra costs, such as a locksmith, temporary security, or a replacement you had to arrange yourself.
Health and safety impact
Any effect on your health or safety, including the stress of feeling unsafe in your own home.
How much compensation could I receive?
There is no set figure. What a claim could be worth depends on the facts. These are the things that usually matter:
- How long the problem went on for
- How serious the security or safety risk was, and whether there was a break-in
- Whether it affected the whole home or one window or door
- Who lives there: children, older people, anyone who felt unsafe
- How your landlord responded, including any temporary security
- Your evidence, and any extra costs
Your solicitor can explain what your circumstances may support once your case has been assessed.
How to make a broken windows, doors or locks compensation claim
- 1
Make it secure, then report it
Get a crime reference number if there's been a break-in, and use the emergency repairs line for anything affecting security or fire escape.
- 2
Keep a simple log
Note when you first noticed it, and every call, visit and reply.
- 3
Make a formal complaint
If it is not fixed in a reasonable time, use your landlord's complaints process.
- 4
Go to the relevant ombudsman*
It is free. If your landlord has not resolved the complaint, you can take it further.
- 5
Find out whether you could make a claim
You are not required to use us, but a free check takes a few minutes.
*England: Housing Ombudsman. Wales: Public Services Ombudsman
Living with a broken window, door or lock?
Find out in minutes if you could claim compensation for a broken window, door or lock. It costs you nothing to check.
We are a claims management company, not a law firm. You don't have to use us: you can complain to your landlord, then the relevant ombudsman*.
*England: Housing Ombudsman. Wales: Public Services Ombudsman
Who can make a claim?
You may be able to claim if:
- You rent your home from a council or housing association
- You've reported the problem and they've had a fair chance to fix it
- It has affected your health, safety or quality of life
- The problems are ongoing, or repairs came too late
You may not be able to claim if:
- You own your home, even part of it (such as shared ownership)
- You rent from a private landlord as your repair rights may be different
- You haven't reported the problem to your landlord yet
- You have moved out of the affected property
Not sure who your landlord is? We can help check.
How it works
Tell us what's wrong
Answer a few quick questions about your home and what you've already reported.
What evidence helps your claimWe review your details
We review what you tell us to see if a solicitor may be able to help.
A solicitor takes over
If it looks suitable, we refer you to a specialist solicitor, who explains what happens next.
If your case is referred to a solicitor, we receive a referral fee from them. This is not charged to you.
Broken windows, doors or locks: common questions
Related
Other types of disrepair
Damp and mouldLeaking roofHeating and hot waterLeaks and water damageFaulty electricsStructural problemsPests and infestationsBroken windows, doors or locks
Guides
Home security: your landlord's dutiesAwaab's Law (England)Housing disrepair in WalesLandlord responsibilitiesWhat evidence do you need?Step-by-step claims checklist
About this guide
Last reviewed: 15 October 2026
Sources: UK Parliament written statement on Awaab's Law, 13 July 2026Housing Health and Safety Rating System operating guidanceHome Office guidance on reporting crime
This is general information, not legal advice.
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Remember
You don't have to use a claims management company. There is no guarantee that using a claims management company will make your claim quicker or get you a better outcome. You can complain to your landlord, then the relevant ombudsman*, for free.
*England: Housing Ombudsman. Wales: Public Services Ombudsman