Staying safe from disrepair scams
We know that some customers have been contacted by companies offering to help them make a ‘disrepair claim’ for things like damp, mould or repairs in their home.
Some of these companies are genuine, but many use pushy tactics, make misleading promises, take a large share of any compensation you might receive and may leave you with unexpected legal bills.
We want to make sure you’re informed so that you can make the best decision for you and keep safe from disrepair claim scams.
Disrepair claims aren’t a bad thing, but some companies are
If you’ve had a long-standing issue in your home that hasn’t been resolved, you do have the right to raise a disrepair claim.
However, some claims companies:
- Make it sound like you’ll get money quickly and easily
- Say it won’t cost you anything (which often isn’t true)
- Take a big percentage of any compensation – sometimes up to 80%
- Leave you with large legal bills if the case is lost
- Pretend to be working with Stonewater or your local council
This is why it’s important to use your judgement and make sure you understand what you’re signing up for.
How to spot a risky or scam company
Be cautious if someone:
- Contacts you out of nowhere
- Pressures you to sign something quickly
- Won’t explain their fees clearly
- Suggests they’re working with Stonewater
- Asks for personal information or access to your home
If something doesn’t feel right, it’s okay to say no.
The safe way to deal with disrepair issues
If you have a problem in your home – including with damp and mould – please come to us first.
Here’s the safest route:
- Report the repair to us
We’ll arrange an appointment to fix the issue.
The easiest way to report your repair is via MyHome, available on the web and in the MyHome app 24/7. You can also contact us by phone or email. If you need emergency repairs outside of our normal opening hours, our out-of-hours team can help. - If you’re unhappy with our response, you can make a complaint
This won’t affect your tenancy or your rights.
Make a complaint by completing the web form, by calling us on 01202 319 119, by emailing us, by writing to us at: Stonewater, Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE8 6EP or by sending us a private message on Facebook. Find out more about our complaints process. - If things still aren’t resolved, you have the option to contact the Housing Ombudsman
They’re independent and free to use. Find out more about how to contact the Housing Ombudsman Service.
This route protects you from unexpected fees and makes sure that your case is handled fairly.
You could also consider Alternative Dispute Resolution (ADR)
Alternative Dispute Resolution (ADR) is a way for you to raise concerns about the condition of your home without going through a full legal disrepair claim. At Stonewater, we handle ADR cases in the same way we handle disrepair claims.
This means we'll arrange for a surveyor to visit your home, assess the repairs needed and produce a report and schedule of works. Our solicitors then calculate the compensation you may be owed using the same method used for disrepair claims. If you choose ADR, we also add an extra 10% to the compensation amount. This means you receive the full amount you're entitled to, without any fees being taken by claims companies.
Give us a call at 01202 319119 or email customers@stonewater.org to find out more.
If someone visits your home
Anyone from Stonewater or our contractors will:
- Always arrange an appointment (unless it’s an emergency)
- Carry official ID
- Explain why they’re there
If you’re unsure, don’t let them in. Call us anytime on 01202 319 119, and we’ll be happy to confirm whether the visit is genuine for you.
Need help or advice?
You can speak to us anytime on 01202 319 119 or by emailing customers@stonewater.org
Independent support is also available from:
- Citizens Advice: free advice on scams and consumer rights
- Action Fraud: report scam calls or fraud
- Think Jessica: helping you to spot doorstep scams
- Housing Ombudsman: independent help with unresolved housing issues
More information is available at Staying safe from scams | Stonewater