Will I get financial compensation if I make a disrepair complaint to CBH or the Housing Ombudsman? 

Yes — if your complaint is upheld: 

You keep 100% of the compensation you are awarded. There are no fees to pay. 

Repairs are completed as quickly as possible. 

You won’t need to attend court, which can sometimes be required if you go through a ‘no win, no fee’ claims company. 

The Housing Ombudsman is independent from CBH and the City Council. They can investigate delays, help resolve issues, and order CBH to pay compensation if they uphold your complaint. 

How do I get disrepair in my home fixed by CBH? 

If you’ve already reported a repair and it has not been completed within a reasonable timeframe, you can make an official complaint online. 

We will: 

Investigate the issue 

Put things right if your complaint is upheld 

Pay any compensation you are entitled to in line with our remedy policies 

If you’re unhappy with our response, you can escalate your complaint to the Housing Ombudsman, who can investigate independently. They can also order us to carry out repairs or pay compensation. 

Where can I get free, independent advice? 

You can visit: 

Housing Ombudsman Service 

All of these organisations provide free, independent housing advice. 

What is housing disrepair? 

CBH, as your landlord agent, is usually responsible for: 

• The structure and exterior of your home 

• Key services, installations and fittings provided by us 
  
  

This is outlined in our Repairs & Maintenance policies online. 

If we fail to carry out a repair you have reported within a reasonable time, you may have grounds for a housing conditions claim, often referred to as a disrepair claim. 

What is a claims management company? 

Claims management companies contact tenants and encourage them to pursue legal action for disrepair. Here’s what you should know: 

• Their staff are not legally trained and may not know if you have a valid claim. 

• They often contact tenants via phone calls, texts, leaflets or doorstep visits. 

• Some have been known to misrepresent who they work for, claiming to be linked to the Council or Government asking you to report repair via WhatsApp’s (we do not current use this platform). 

• Target vulnerable tenants 
  
  

These companies typically sell your claim onto legal firms, whether or not you actually have a case. 

You may be asked to pay legal costs, especially if repairs were never reported to CBH first. 

Please contact CBH for advice before signing anything. 

What are the financial risks of making a legal disrepair claim? 

Under your tenancy agreement, you must report repairs to CBH as soon as possible. 

If you use a legal firm without first reporting repairs to us: 

• You may be charged for legal work already done (such as solicitor fees or surveys). 

• Legal firms often take out an insurance policy in your name; you may need to repay this if your claim is unsuccessful. 

• If you win, your compensation may be reduced to cover fees and costs. 

• If you lose, you may also be liable for CBH’s legal fees. 
  
  

Will a ‘no win, no fee’ claim get my repairs done faster? 

No. In most cases it will delay repairs. 

Legal firms typically insist on arranging their own survey, which can take a month or more, plus extra time for report preparation. 

Reporting repairs directly to CBH is much quicker and simpler. 

What happens if I make a disrepair claim through a ‘no win, no fee’ company? 

We will first check whether you reported the repairs to us before the legal claim began. 

A survey will then be arranged between the legal firm and CBH. The surveyor will identify any needed repairs. 

If the repairs are CBH’s responsibility, we will arrange to carry out the work. 

Please remember: 

You must allow us access to your home to carry out repairs 

If you refuse access and there is a health and safety risk, CBH may have to apply for a court injunction to gain entry, or use the access policy to enter your home. 

CBH will defend any disrepair claim that has no legal basis