Repairs and disrepair — Bromford Flagship LiveWest

Before thinking about any legal claim, complain to your landlord. It is free, you do not need anyone to do it for you, and it is often the fastest way to get repairs moving.

Use your own brand. Although the three landlords merged, for now you still report repairs and complain through the brand named on your tenancy.^[4][8]

• Bromford — report a repair online (opens in new tab), or call 0330 1234 034 in an emergency, day or night. Make a complaint (opens in new tab) on Bromford's website.^[14]
• Flagship — report a repair online (opens in new tab), or call 0808 168 4555 in an emergency. Make a complaint (opens in new tab) on Flagship's website.^[14]
• LiveWest — book a repair online (opens in new tab) through its customer portal, or call 0300 123 8080, which also takes emergencies out of hours. Make a complaint (opens in new tab) on LiveWest's website.^[14]

How the process works. One two-stage policy covers the whole group. Each stage is acknowledged within 5 working days. Stage 1 gets a full reply within 10 working days of the acknowledgement. If you are unhappy you can ask for a Stage 2 review, answered within 20 working days by someone not involved at Stage 1. Your landlord can extend Stage 1 by up to 10 more working days, and Stage 2 by up to 20, if it tells you why.^[8]

If the complaint doesn't fix it: the Housing Ombudsman. If you have been through both stages and are still unhappy — or your complaint is not progressing — you can take it to the Housing Ombudsman. The free, independent service can also advise you at any point, not just at the end. It can order your landlord to carry out repairs, apologise and pay you compensation. You do not need a claims company or a solicitor to use it, and nobody takes a share of anything it awards.

Free advice. Shelter and Citizens Advice both offer free, independent housing advice at any point. A local law centre can tell you whether you qualify for legal aid. For disrepair, legal aid can be available to make a landlord deal with a serious risk to health or safety, though not normally for a compensation-only claim.

Complaining and claiming are not either/or. Complaining first is the right move in almost every case — and if the repairs still don't happen, the record you have built makes any claim stronger, not weaker.

"Disrepair" means problems with your home that your landlord is legally responsible for fixing but hasn't. Common examples include:

• damp and mould
• leaks — from the roof, pipes, or a flat above
• broken heating or no hot water
• rotten or draughty windows and doors
• cracked walls, unsafe ceilings or other structural problems
• faulty electrics.

Condensation, damp and mould was among the most common subjects of the Ombudsman's findings about the group in 2025-26.^[1]

You may have a claim if all of these apply:

1. Bromford, Flagship or LiveWest is your landlord. Check your tenancy agreement — the landlord named on it is the one a claim is brought against.
2. Your landlord knew about the problem. Usually that means you reported it — so your texts, emails, photos and repair reference numbers matter. Keep them.
3. It failed to fix the problem in a reasonable time. What is "reasonable" depends on the problem — your brand's own published timescales, in the FAQs below, are a good guide.
4. You were affected — for example, your health suffered, your belongings were damaged, or part of your home became unusable.

If you are a shared owner or a leaseholder, you have rights too, though the route is a little different — see the shared-owner question in the FAQs below.

A housing disrepair claim can deal with two things: getting the repairs done, and recognising what living with the problem has cost you. Depending on your situation, a claim may cover:

• the repairs themselves — a court can order your landlord to carry out the work;
• inconvenience and distress — compensation may be sought for the disruption of living with the problem;
• effects on health — for example where damp and mould have made a breathing condition worse;
• damaged belongings — clothes, furniture, carpets or electronics ruined by damp, mould or leaks;
• loss of use of part of your home — such as a bedroom or kitchen you could not properly use.

Every case is different, and no honest adviser can value a claim before seeing the evidence — a proper assessment of the disrepair and its effects is what shows whether a claim looks strong.

Step 1 — tell us what's happened. You answer some straightforward questions: what the problem is, when you reported it, what your landlord did (or didn't do), and how it has affected your household. Photos, repair references and complaint responses all help.

Step 2 — get your free report. We assess your answers against the legal tests on this page and give you a clear written view of whether you may have a claim and how strong it looks. Your first conversation with us is always free.

Step 3 — if your case is strong. If your case needs a solicitor, we connect you with an independent, regulated law firm — and we will be upfront about that before you commit to anything. They take it from there: advising you, notifying your landlord formally, and usually arranging an independent inspection of your home. Most disrepair cases settle without anyone going to court.

A note on time limits. A disrepair claim is normally treated as a contract claim, with a limitation period of six years from when the landlord should have fixed the problem.^[21] Where part of the claim is for an injury to health — damp-related breathing problems, for instance — that element usually carries a shorter, three-year limit instead.^[21] Even long-running problems can often still be claimed for, but it makes sense to check where you stand rather than assume. Go in with a realistic timescale, too: disrepair claims usually take months rather than weeks to resolve, and some take longer — which is one more reason to complain first and keep the pressure on for repairs while any claim runs.