Repairs and disrepair — Housing 21

Before thinking about any legal claim, report the problem and complain to Housing 21. 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 a claim relies on later, if you ever need one.

Report the repair. Tell your local manager first: they log and chase repairs at your scheme. If they are away, the noticeboard gives details for another manager, and Housing 21's repairs page (opens in new tab) has more.^[13] If you suspect damp or mould, tell your manager straight away.^[16]

In an emergency. Press your emergency button or pendant, or pull an emergency cord, to reach Appello, the emergency call service Housing 21 uses. You can also call Appello on 0333 321 6450.^[13]

Make a complaint. Complain to your local manager, call the complaints line on 0303 123 1622 (9am to 5pm on weekdays), or email feedback@housing21.org.uk. Housing 21's complaints page (opens in new tab) lists every route.^[10] A relative, friend or advocate can complain for you, with your consent.^[11]

How long it takes. Housing 21 aims to acknowledge a complaint within 5 working days, and to give a Stage 1 answer within 10 working days of that. You can ask for Stage 2 within six months of the Stage 1 answer, without giving a reason; it aims to answer within 20 working days of acknowledging your request.^[12]

If the complaint doesn't fix it: the Housing Ombudsman. The Ombudsman is free and independent, and it can order a landlord to do repairs, apologise and pay compensation. You can ask it for advice at any stage, but it usually investigates only once Housing 21's two stages are finished.^[11]

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

"Disrepair" means problems your landlord is legally responsible for fixing but hasn't. For renting residents, Housing 21 carries out most repairs — in your flat, in communal areas and to the outside of the building.^[13] In a retirement or extra care scheme, disrepair can include:

• damp and mould
• broken heating, or a home that cannot be kept warm
• no hot water
• leaks from the roof, pipes or a flat above
• faulty electrics, or a door entry or emergency call system that doesn't work
• rotten or draughty windows and doors.

You may have a claim against Housing 21 if all of these apply:

1. Housing 21 is your landlord. The landlord named on your tenancy agreement is what counts.
2. Housing 21 knew about the problem. Usually that means you, a relative or your local manager reported it — so keep letters, emails, photos and repair references.
3. It failed to fix the problem in a reasonable time. What is reasonable depends on the problem; Housing 21's own published timescales, in the FAQs below, are a useful guide.
4. You were affected — your health suffered, belongings were damaged, or part of your home became unusable.

A shared owner or leaseholder? Housing 21 also sells homes through shared ownership.^[8] If you own rather than rent, your rights depend on your lease and the route is different — see the question for shared owners in the FAQs below.

A disrepair claim aims to get the work done and to make up for what the problem has cost you. For a Housing 21 resident, depending on the facts, that may include:

• the repairs — a court can order Housing 21 to carry them out;
• distress and inconvenience — living with a cold, damp or broken home;
• harm to health — for example a breathing condition made worse by damp, mould or cold;
• damaged belongings — furniture, carpets, clothing or electrical items spoiled by damp or leaks;
• rooms you could not use — a bedroom, bathroom or kitchen that was unsafe or unusable.

Nobody can put a reliable figure on a claim before looking at the evidence. The value turns on how serious the disrepair was, how long it went on after Housing 21 knew, and how it affected you.

Step 1 — tell us what's happened. You, or a family member helping you, answer a few plain questions: what is wrong, when you or your manager reported it, how Housing 21 responded, and how it has affected you. Repair references, photos and any complaint letters help.

Step 2 — get your free report. We check your answers against the legal tests on this page and send you a 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, we connect you with an independent, regulated law firm — and we will be upfront about that before you commit to anything. The firm then advises you, writes to Housing 21 formally and usually arranges an independent survey of your home. Most disrepair cases settle without a court hearing.

A note on time limits. A disrepair claim is normally treated as a contract claim, and because an unfixed repair is usually a continuing breach, a claim can usually reach back six years from when it is issued.^[18] Where part of the claim is for an injury to health, that part usually has a shorter, three-year limit.^[18] Claims tend to take months, so keep asking for the repairs while any claim goes on.