Disrepair

Why you should come to One Manchester first.

You might have noticed more third‑party companies contacting customers about making disrepair claims. We know these offers can seem tempting or confusing, especially when they appear to promise quick fixes, but they often come with hidden costs and delays that aren’t obvious at first.  

We want to make sure that you always feel informed, supported, and safe in your home, so we’re sharing clear information to help you make the best decision for you and your household.

What is a disrepair claim?

A disrepair claim is a legal case where a customer takes action against their landlord for not completing repairs within a reasonable timeframe, or for failing to complete them at all.  

You can view our Legal Disrepair Policy here.

Many claims management companies work on a commission or referral‑fee basis, meaning they may be paid for passing your details to a solicitor. Because they’re not acting as your legal representative, they aren’t obliged to put your interests first in the way a solicitor must. 

If you choose to go ahead after giving them your details, you may be asked to sign an agreement. These agreements can include charges or conditions if you decide to stop the claim later, so we encourage you to read everything carefully before committing.

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We’re here to keep your home safe. Letting us know about your repairs early and allowing us access to your home will help us put things right quickly and prevent problems from getting worse.  

We want you to have all the information before deciding whether to make a disrepair claim. When deciding whether to go ahead with a claim, it’s important to consider: 

  • Hidden costs 
  • Fees if you change your mind  
  • Time and stress the legal process can sometimes involve 
  • How the claims process may affect our ability to access your home to carry out repairs 
     

Why getting in touch with us first can help

  • Faster responses 
  • Clearer communication 
  • We already know your home and your tenancy 
  • We have a clear and fair complaints process 
  • We aim to resolve issues before they become disrepair cases 
  • No legal costs 
One Manchester Colleague stood at the door of a property waiting to enter.

How to report a repair

If you spot something that needs fixing in your home, we’re here to help you get things sorted. There are several ways you can get in touch with us to report a repair like calling our Customer Resolution Centre by phone on 0330 355 1000 or completing our online Contact Us form. 

You can find out how else you can report a repair and more information here.

What to do if you want to make a complaint

If you’re dissatisfied with any housing or repairs services you’ve received or feel that you’re entitled to compensation there are lots of options available to you.

Our complaints procedure lets customers raise concerns and request that One Manchester ‘make it right’. You can log complaints in a way that suits you, such as calling us on 0330 355 1000 or emailing us at complaints@onemanchester.co.uk. Find out other ways you can make a complaint here.

Be aware of scam companies

These companies operate by getting in touch in lots of ways to encourage tenants to pursue claims against their landlord for disrepair, like cold calling, handing out leaflets and getting in touch on social media. Companies claim to be calling from The Housing Maintenance Department, our Repairs Team or working on behalf of One Manchester.

Often, your details are passed on to “no win, no fee” solicitors, and your personal information might be sold for profit to third parties. To protect yourself and your household, it’s important to only share your information if you’re confident, you know exactly who you are speaking to and how your details will be used.

Sometimes, customers who withdraw their claim end up with legal costs to pay. In other situations, the amount they receive can be less than what they could have been offered through One Manchester’s complaints process or the Housing Ombudsman Service.

Please be careful if you receive any unexpected cold calls, and don’t feel pressured to sign anything before getting advice from a trusted, genuine solicitor. And as always, if anything in your home needs repairing, just let us know as soon as you can — we’re here to help and it’s an important part of your Tenancy Agreement.

Who can support you through this process?

We're here to support you every step of the way but if you’d prefer to speak with someone outside of One Manchester, these trusted organisations can offer free, impartial support: 

If you’re dissatisfied with the outcome through our complaints process, you can get in touch with the Housing Ombudsman Service, who can impartially investigate your complaint and have the power to award compensation and order repairs.