Repairs and disrepair — Thurrock 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. Call the council's housing repairs line on 0800 074 0169. It is free to call and open 24 hours a day, every day. You can also email repairs@thurrock.gov.uk; the council says it answers emails within 48 hours, Monday to Friday.^[12] Repairs are carried out by its contractor, Mears.^[12]

Damp and mould. The council asks you to contact the repairs service without delay if there is any sign of damp or excessive mould.^[12]

In an emergency. Use the same repairs line. A repair reported out of hours will be made safe until a permanent repair can be done.^[12] Report a gas leak to Cadent on 0800 111 999.^[12] If life is at risk, call 999.

Then make a formal complaint if reporting has not fixed it. You can complain online (opens in new tab), by email to complaints@thurrock.gov.uk, or by post.^[18]

• Stage 1: the complaints team acknowledges it within 5 working days. The service then has 10 working days from the acknowledgement to reply.^[18]
• Stage 2: ask within 28 days of the stage 1 reply, saying why you are still unhappy. It is acknowledged within 5 working days, with a reply within a further 20.^[18]

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 Thurrock 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 blocked gutters
• 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 Thurrock Council to stand up:

1. You're a council tenant of Thurrock Council — a housing association or private tenancy is a claim against that landlord instead.
2. You told the council, and it knew. A report to the repairs line or by email, with 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 Thurrock 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 Thurrock 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.^[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] 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.