Your journey, step by step
From the moment you get in touch to the repairs being put right — what happens at each step, and what we need from you.
The first three steps are ours and we move quickly. Once your file reaches the specialists, how long things take is out of our hands, and we would rather say so than invent a timescale.
You may be entitled to compensation as well as repairs. Claims are pursued by a panel solicitor on a no win, no fee basis.
If your claim succeeds, the solicitors’ success fee is deducted from your compensation. They explain the exact terms before you agree to anything.
- 01
You tell us what's wrong
About two minutes.A short form on your phone: seven questions about your landlord, your home, and how long the problems have been going on. Nothing to print, no paperwork, no reference numbers.
At the end you find out straight away whether your answers meet the criteria the specialists use. If they do not, we tell you plainly there and then rather than leaving you waiting to hear.
- 02
The claims team calls you
Usually within one working day.Someone rings to take the full story in your own words — when you first reported the problems, how many times you have chased since, which rooms are affected, and whether your health or your belongings have suffered because of it.
Take your time over this part. The detail you give here is what the specialists work from later.
- 03
You send photographs
A few minutes, whenever suits you.We text you a link. You open it on your phone, photograph the problems and upload them there and then. No email, nothing to scan, no app to install.
Photographs carry more weight than anything else you can give us — they are what show the real condition of your home.
- 04
We check the file over
Usually the same day.Before anything is passed on, we go through it: that the dates line up, that the photographs show the problems clearly, and that the repairs needed are substantial enough to be worth taking further. If something is missing, we come back to you rather than send an incomplete file.
This is a check against the specialists’ criteria — it is not a view on your claim, which is not ours to give.
- 05
Your file goes to the specialists
This is where we step back.It goes to an FCA-authorised claims management company. They check it over in turn and pass it to a law firm on their panel.
From this point the specialists deal with everything. We are no longer involved in your claim.
- 06
The law firm takes it on
They will talk you through the timescales.They contact you directly and explain everything — including how the claim is funded — before you sign anything. If they take the case on, a letter of claim goes to your council or housing association setting out what is wrong and what needs putting right.
The first aim is the repairs: getting your home put right to a proper standard. Compensation, where there is any, comes later and is entirely a matter for the law firm and the court.
What you'll need
- The name of your council or housing association
- Roughly when you first reported the problems, and when you last chased them
- A phone that can take photographs
- About two minutes to make a start
You do not need paperwork or reference numbers to enquire. If you have kept letters, emails or texts from your landlord, hold on to them — they are useful further down the line.
What we do, and what we do not
What we do
- Ask you a few questions and take your details
- Collect your photographs and your account of what has happened
- Check your answers against the criteria the specialists use
- Pass your enquiry, with your consent, to a regulated claims company
What we do not do
- Tell you whether your claim will succeed
- Give legal advice of any kind
- Discuss what compensation might be worth
- Contact your landlord on your behalf