Repairs and disrepair — Hillingdon Council

Before thinking about any legal claim, complain to the council. It is free, and it is often the fastest way to get repairs moving. It also creates a written record of what you reported and when — the evidence any claim relies on later.

Report the repair first. Book a non-emergency repair, including damp and mould, through the council's online repair form (opens in new tab). If you cannot book online, call 01895 556600 and say "repair", then "online", at the menus. For a gas heating fault, call the same number and say "heating".^[10]

In an emergency, phone. For an emergency, such as a severe roof leak, a leak that cannot be contained or a total loss of power, call 01895 556600 straight away, at any time of day or night. The council asks you not to report emergencies online or by email.^[10] For a life-threatening situation, call 999.

Then make a formal complaint if reporting has not fixed it. Use the online form on the council's housing complaints page (opens in new tab), call 01895 277800 (Monday to Friday, 9am to 5pm), or write to or visit the Civic Centre in Uxbridge.^[15] The council acknowledges a complaint within 5 working days and aims to give a full stage 1 response within 10 working days. If you are still unhappy, ask for a stage 2 review, which it aims to complete within 20 working days.^[15] The council says it will not take a complaint about a matter you are already taking legal action over — another reason to complain first.^[15]

If the complaint doesn't fix it: the Housing Ombudsman. The Ombudsman is free and independent. It will usually expect the council's process to be finished before it formally investigates. It can order the council to carry out repairs, apologise and pay you compensation — and nobody takes a fee or a share of anything it awards you. Shelter and Citizens Advice also offer free housing advice, and a local law centre can tell you whether you qualify for legal aid. For disrepair, legal aid can be available where there is 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.

Council tenants have a legal right to a home that's kept in repair. If Hillingdon Council has known about a problem for a while and hasn't sorted it, that failure can be grounds for a disrepair claim — and, separately, grounds to escalate a complaint.

Repairs a landlord is responsible for — "disrepair" in the legal sense — commonly include:

• damp, mould or condensation caused by a defect, such as a leaking roof or failed insulation
• a leak, whether from the roof, a pipe, or the flat above
• no heating or hot water
• windows or doors that let in draughts or won't shut properly
• structural problems: cracked walls, sagging ceilings, unsafe floors, or crumbling brickwork that lets water in
• electrical faults.

Four things generally need to be true for a claim against Hillingdon Council to stand up:

1. You're a council tenant of Hillingdon Council — a housing association or private tenancy is a claim against that landlord instead.
2. You told the council, and it knew. A report — through the online form, by phone, or logged as a repair reference — is what starts the clock; keep a record of every contact.
3. A reasonable amount of time passed without it being fixed. There's no single cut-off, but the council's own published targets (see the repairs FAQ) are a useful yardstick.
4. The disrepair actually affected you — your health, your belongings, or your ability to use part of your home.

Leaseholders in council-owned blocks have a different, related route rather than a standard tenant's disrepair claim.

Two separate things sit behind a disrepair claim: forcing the repair itself, and putting a value on what living with it has meant for you. Depending on the facts of your case, a claim can address:

• the outstanding repair — the court can order Hillingdon Council to carry it out;
• the disruption — compensation for the stress and inconvenience of living with an unfixed problem;
• a health impact — such as a respiratory condition that damp or mould has made worse;
• ruined possessions — carpets, furniture, clothes or appliances damaged by leaks, damp or mould;
• space you couldn't use — a room made unsafe or unusable, like a mouldy bedroom or an unusable bathroom.

There's no standard figure, and any adviser who quotes one before seeing your evidence should be treated with caution. What a claim is actually worth turns entirely on the record: what you reported, when, and what the council did next.

First, a few questions. Tell us what the problem is, when you first reported it to Hillingdon Council, how the council responded (or didn't), and what it's meant for your household day to day. Anything you've kept — photos, repair reference numbers, complaint replies — strengthens your answers.

Then, a free written view. We check your situation against the legal tests set out on this page and tell you plainly whether a claim looks realistic, and how strong. There's no charge and no obligation for this step.

If it stacks up, an independent solicitor takes over. Where a case needs legal representation, we're upfront about that before you agree to anything, and hand you to an independent, regulated law firm — not us — to run it: formal notice to the council, usually an independent inspection of the property, and negotiation from there. Court is the exception rather than the rule; most disrepair claims settle beforehand.

Time limits matter. A disrepair claim is normally treated as a contract claim, with a limitation period of six years.^[17] 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.^[17] Don't assume an old problem is out of time without checking. Claims typically run over months, not weeks, so keep reporting the fault and pushing the council to fix it while any claim is ongoing.