Repairs and disrepair — Regenda Homes

Before thinking about any legal claim, report the problem and complain to Regenda. It is free, it is often the fastest way to get repairs moving, and it creates a written record of what you reported and when.

Regenda's contact number. Call 0344 736 0066. The line takes emergency repair calls 24 hours a day, and other calls from 8am to 5pm on weekdays. Report an emergency by phone, not online.^[17] If you smell gas, call the National Gas Emergency Service on 0800 111 999.^[26] If anyone is in immediate danger, call 999.

Report a non-emergency repair. Use the My Regenda Homes portal (opens in new tab), email info@regenda.org.uk, send a WhatsApp message to 0151 703 3030 on weekdays, or visit a local office (opens in new tab).^[17]

Report damp and mould. Regenda has its own damp and mould page (opens in new tab) with an online report form. It says it will complete emergency work within 24 hours, survey your home within 10 working days, and send a written summary within 3 working days of the survey.^[23]

Make a complaint — early, and before any legal case. Complain by phone, email, letter, WhatsApp or the online form on Regenda's feedback page (opens in new tab). You will get a reference number.^[21] Regenda considers complaints raised within 12 months of the issue, or of you becoming aware of it, with some exceptions, and may not treat an issue already with a court or a lawyer as a complaint.^[21]

How long Regenda takes. Regenda acknowledges a complaint within 5 working days. It aims to answer the first stage, First Time Resolution, within 10 working days, and the second, Final Resolution, within 20 working days.^[21] If you are unhappy with the First Time Resolution answer, ask for Final Resolution. Regenda's policy sets no deadline for this, but its feedback page still gives one, so ask soon.^[21]

If the complaint doesn't fix it: the Housing Ombudsman. After Final Resolution, you can take the complaint to the Housing Ombudsman, which is free and independent.^[21]

Free advice. Shelter and Citizens Advice 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 with your home that your landlord is legally responsible for fixing but hasn't. That can include:

• damp and mould
• leaks from the roof, gutters or pipes
• broken heating or no hot water
• faulty electrics
• rotten or draughty windows and doors
• cracked walls or unsafe floors and stairs.

Is it Regenda's repair? Regenda is responsible for most repairs, including the structure, heating, wiring and plumbing. Tenants look after some items, such as light bulbs, fuses and blocked sinks. Its repair responsibilities page (opens in new tab) lists who fixes what, and Regenda charges for damage a household member or visitor causes.^[20]

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

1. Regenda is your landlord. The landlord named on your tenancy agreement is what counts. Regenda Homes' registered name is Regenda Limited.^[2]
2. Regenda knew about the problem. Usually that means you reported it — so keep emails, portal messages, photos and repair references.
3. It failed to fix the problem in a reasonable time. What is reasonable depends on the problem. Regenda's own repair targets, in the FAQs below, are a useful guide, and it may send someone to inspect first on a large or unclear job.^[15]
4. You were affected — your health suffered, belongings were damaged, or part of your home became unusable.

Let Regenda in to do the work. Regenda's disrepair page says refusing it access for repairs goes against your tenancy agreement, and that it may take legal steps to get in and charge you the cost.^[24]

A shared owner or leaseholder? Your lease, not a tenancy agreement, sets out which repairs Regenda must do. Shelter or Citizens Advice can explain where you stand.

A claim aims to get the work done and to recognise what living with the problem has cost you. Depending on what happened, a claim may cover:

• an order to do the work — a court can require Regenda to carry out the repairs;
• the impact on daily life — the inconvenience and distress of living with the disrepair;
• harm to health — for example a chest condition made worse by damp and mould;
• ruined belongings — clothes, bedding, carpets or furniture spoiled by damp or leaks;
• rooms you could not use — a bedroom, bathroom or kitchen that was unsafe or unusable.

Nobody can give a reliable figure before looking at the evidence. The value turns on how bad the disrepair was, how long Regenda took after it knew, and the effect on you and your household.

Compensation through the complaints process is different. Regenda sometimes offers compensation through its own complaints process. In a December 2024 damp and mould decision, the Ombudsman found Regenda's offer of £5,000 and a new bed put things right.^[8] In a September 2024 case it found service failure despite Regenda's £3,000 offer. It ordered Regenda to pay that sum, visit, review the damp and mould, and set out a plan to finish the repairs.^[7]

An offer does not end Regenda's duty to fix the problem. Accepting one is your choice. If the problem has gone on a long time, Shelter or Citizens Advice can help you weigh it up.

Other repairs carry on during a claim. In an April 2025 decision, the Ombudsman found service failure where Regenda told a tenant with a disrepair claim that only emergency repairs could be raised. It said Regenda "should not have refused the resident’s repairs request because of unrelated legal proceedings."^[6]

“The landlord should not have refused the resident’s repairs request because of unrelated legal proceedings.”^[6]

Housing Ombudsman Service, Regenda Limited (202410650) (4 April 2025, 202410650)

Step 1 — tell us what's happened. You answer some straightforward questions about the problem, when you reported it to Regenda, what it did, and how it has affected you. Repair references, photos and Regenda's First Time Resolution and Final Resolution letters all help.

Step 2 — get your free report. We check your answers against the legal tests on this page and give 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 advises you, writes to Regenda 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.^[27] Where part of the claim is for an injury to health, that part usually has a shorter, three-year limit.^[27] Keep reporting repairs while any claim runs.