Housing Association Repairs: What to Do When They Won't Fix Problems

Housing associations are supposed to provide well-maintained, safe homes for their tenants. But what happens when your housing association ignores repair requests, provides substandard fixes, or simply doesn't respond to your complaints?

As a housing association tenant, you have exactly the same legal rights as private tenants - and in some cases, even stronger protections. This guide explains what to do when your housing association won't take responsibility for repairs.

Why Housing Associations Sometimes Ignore Repairs

Despite their charitable status and social mission, some housing associations neglect their repair obligations due to:

• Budget pressures: Trying to cut costs by delaying expensive repairs
• Poor management: Inadequate systems for tracking and responding to repairs
• Tenant perception: Assuming tenants won't take legal action
• Lack of accountability: Weak oversight from regulatory bodies
• Staff training issues: Front-line staff not understanding legal obligations

Your Rights as a Housing Association Tenant

Legal Obligations Under the Landlord and Tenant Act 1985

Your housing association must:

• Keep the structure and exterior in repair: Roof, walls, windows, doors
• Maintain installations: Heating, hot water, electricity, gas, drainage
• Ensure safety: Gas safety, electrical safety, fire safety
• Respond within reasonable time: Emergency repairs within 24 hours, urgent within 7 days

Additional Rights Under the Housing Act 2004

• Right to live free from health hazards
• Right to request housing health and safety rating system (HHSRS) assessment
• Protection from retaliatory eviction
• Right to compensation for statutory nuisance

Regulatory Standards

The Regulator of Social Housing requires housing associations to:

• Meet the Decent Homes Standard
• Provide effective repairs and maintenance services
• Handle complaints fairly and promptly
• Engage meaningfully with tenants

Common Housing Association Repair Problems

Heating and Hot Water Issues

• Broken boilers left unfixed for weeks
• Inadequate heating systems in older properties
• No hot water for extended periods
• Radiators that don't work properly

Damp and Mould Problems

• Persistent condensation and mould growth
• Rising damp from poor building maintenance
• Leaks from roofs, windows, or pipes
• Inadequate ventilation systems

Structural and Safety Issues

• Broken windows and doors
• Unsafe stairs and balconies
• Electrical faults and safety hazards
• Pest infestations

Kitchen and Bathroom Problems

• Broken kitchen appliances
• Faulty plumbing and drainage
• Unsafe gas appliances
• Bathroom facilities not working

How to Escalate When Your Housing Association Won't Act

Stage 1: Formal Written Complaint

If phone calls and informal requests haven't worked:

• Write formally: Email or letter to the repairs department
• Be specific: List each problem with exact locations
• Include photos: Visual evidence of the problems
• Set deadlines: Reasonable timeframes for each repair
• Keep copies: Of all correspondence

Stage 2: Housing Association Complaints Procedure

All housing associations must have a formal complaints procedure:

• Stage 1 complaint: Usually handled by a manager
• Stage 2 review: Independent review panel
• Clear timescales: Usually 10-20 working days per stage
• Written responses: Must explain decisions and next steps

Stage 3: Housing Ombudsman

If the housing association's complaints procedure fails:

• Free service: No cost to tenants
• Independent investigation: Impartial review of your case
• Binding decisions: Housing associations must comply
• Compensation powers: Can order financial redress

Stage 4: Regulatory Action

Contact the Regulator of Social Housing if:

• There are serious health and safety issues
• The housing association consistently fails tenants
• There's evidence of systemic problems
• Other tenants are facing similar issues

When to Consider Legal Action

Legal Action May Be Appropriate When:

• Health is affected: Problems are causing illness or injury
• Complaints procedures exhausted: Formal channels haven't worked
• Significant losses: Damaged belongings or additional costs
• Long-term problems: Issues persisting for months or years
• Pattern of neglect: Multiple problems being ignored

What Legal Action Can Achieve

• Mandatory repairs: Court orders forcing specific repairs
• Compensation: Financial awards for distress and losses
• Ongoing monitoring: Court supervision of repair completion
• Cost recovery: Housing association pays your legal costs

Types of Compensation Available

General Damages

• Discomfort and inconvenience: £500-£15,000+ depending on severity
• Loss of amenity: Being unable to properly use your home
• Distress and frustration: The impact on your quality of life
• Health impacts: Physical and mental health effects

Special Damages

• Damaged belongings: Furniture, clothes, electronics ruined
• Additional costs: Extra heating bills, hotel costs, storage fees
• Medical expenses: Treatment for problems caused by disrepair
• Loss of earnings: Time off work due to health impacts

Recent Success Stories

£18,000 Award Against Major Housing Association

A family in Leeds received £18,000 compensation after their housing association ignored severe heating problems for two winters. The association was also ordered to install a new heating system and improve insulation.

£25,000 Settlement for Chronic Damp

A London tenant received £25,000 after living with severe damp and mould for four years. The housing association had repeatedly provided temporary fixes rather than addressing the underlying structural problems.

Court Orders Immediate Repairs

A judge in Manchester ordered a housing association to complete emergency repairs within 28 days and pay £12,000 compensation after finding "inexcusable delays" in addressing dangerous electrical faults.

Protecting Yourself During the Process

Know Your Rights

• No retaliation: Housing associations cannot evict you for making legitimate complaints
• Right to representation: You can have legal representation at any stage
• Access to information: Right to see repair records and policies
• Reasonable adjustments: If you have disabilities affecting your housing needs

Document Everything

• Take photos regularly showing problem progression
• Keep a diary of how problems affect daily life
• Save all emails, letters, and text messages
• Record phone calls or follow up in writing
• Keep receipts for any costs incurred

Get Support

• Tenant associations: Link up with other affected tenants
• Citizens Advice: Free initial guidance and support
• Local councillors: Political pressure can be effective
• MP involvement: For serious cases affecting multiple tenants

The No Win, No Fee Advantage

Many tenants worry about the cost of legal action, but housing disrepair claims operate on a no win, no fee basis:

• No upfront costs: Free initial assessment and case evaluation
• No risk to you: You only pay if your case is successful
• Insurance protection: Coverage against paying the other side's costs
• Keep your compensation: In most cases, you retain 100% of any award

Making Your Decision

Questions to Ask Yourself

• How long have these problems been going on?
• Have you given your housing association reasonable opportunities to fix them?
• Are the problems affecting your health or that of your family?
• Have you suffered financial losses due to the disrepair?
• Are you getting frustrated with the lack of action?

If you answered "yes" to most of these questions, it may be time to consider legal action.

Your Next Steps

1. Gather your evidence: Photos, correspondence, medical records
2. Complete the complaints process: Make sure you've exhausted internal procedures
3. Get expert legal advice: Free consultation to assess your case
4. Consider the Housing Ombudsman: Parallel process that can support your case
5. Don't delay: The longer problems persist, the more you suffer

Remember, housing associations have a social mission to provide good quality homes. When they fail in this duty, they should be held accountable. You have strong legal rights, and thousands of tenants have successfully used them to get proper repairs and fair compensation.

Don't accept "we'll look into it" or "it's on the list" as permanent answers. You deserve a safe, comfortable home, and the law gives you the tools to demand it.

Ready to hold your housing association accountable? Get a free case assessment today and discover what compensation you might be entitled to.

This information is for general guidance only and does not constitute legal advice. For specific legal advice tailored to your situation, please consult with a qualified solicitor.