We have been made aware that some customers are being contacted by companies who claim to specialise in disrepair claims, describing themselves as claims management companies. In many cases, these companies exploit customers living in housing association properties, persuading them to use their services to make a disrepair claim relating to issues in their home on a ‘no win, no fee’ basis.
These companies may contact you directly and encourage you to make a claim against your housing provider, but then pass your details onto a ‘no win, no fee’ solicitor for a profit. They may not always act in your best interest, and quite often they will take a significant portion of any compensation won.
Protect Yourself from Scams
If you’re unhappy with any aspect of our service, including how we’ve handled repairs, we encourage you to use our complaints process. We have a positive complaints culture at North Devon Homes, looking to put things right and learn from what went wrong. We also pay compensation if we’ve not followed our processes and procedures. Find out how to make a complaint here.
Here’s how to protect yourself:
- Question unexpected visitors: If someone you are not expecting contacts you about making a claim for disrepair, be cautious. Genuine callers will not contact you out of the blue. We would not come to your home unannounced to carry out repairs or discuss repairs. We would have made an appointment to visit you, and all of our staff carry ID badges. If you’re unsure, please take their details and call us immediately to check their identity. We can also arrange for a password to be set when appointments are made so you can check the visitor is who they say they are.
- Understand the risks: Many of these ‘no win, no fee’ offers can lead to hidden fees or sharing your personal information with fraudsters. Always thoroughly research any company or solicitor before sharing any information.
- Are they genuine?: If you’re considering a claim, get in touch with us or speak to friends or family about it first. We can provide guidance on how to address any disrepair issues safely. Always take time to check through any documentation you receive and, if possible, get independent legal advice. You can often get free legal advice through Citizen’s Advice Bureau, your local Law Centre, and other charitable organisations. Check for hidden costs and do not pay any money upfront.
- Don’t rush into anything: Scammers often create a sense of urgency. Take your time to think things through and discuss with someone you trust.
If you feel unsafe, please call the police and let us know. You can call us on 01271 312500 to check if someone is a member of our team.
What is a Housing Disrepair Claim?
A housing disrepair claim is a type of legal case that involves a resident taking legal action against their landlord. This could be for failing to fix repairs to their home in a reasonable timeframe or failing to complete them at all. If you go ahead with this, the company will give your claim to a solicitor, who will then handle the claim between yourself and us. They will usually charge a high fee for this.
We know it can be frustrating if you’re experiencing delays with your repair, but be aware there are downsides to disrepair claims. You might be told that the solicitor will handle everything, and this might seem easier, but you may face issues, including:
- Hidden costs: You may be asked to pay for an insurance policy and may be responsible for solicitors' fees and legal costs if your claim is not successful.
- Fees if you change your mind: If you want to stop the process, you’ll usually have to pay for all the costs up to that point.
- Time taken: Some cases can take years to resolve and can lead to court cases in some instances.
- Breach of your tenancy agreement: If you pursue a disrepair claim, these companies will usually advise you not to allow access to your landlord during that time. This would put you in breach of your tenancy agreement.
How to Respond to Someone Asking You to File a Claim
If you think you’ve been targeted by a company, remember you’re always in control of the situation. You can:
- Ask for ID if someone knocks on your door.
- Be cautious of suspicious texts, emails, and phone calls. Check to see if you recognise the name, email address, or telephone number of the person contacting you. If you don't, block the number.
- Be alert to anyone asking for money or your bank details.
- Be wary of any links and attachments. Never enter your personal information, password, or bank details after clicking a link.
- Contact the police if you don't feel safe.
- Seek independent advice.
If you’re worried you have been a victim of a scam or fraud, contact Action Fraud at 0300 123 2040 or via their website Action Fraud.
