Be cautious about housing disrepair claims companies

A housing disrepair claim is legal action brought by a tenant who believes their landlord has failed to meet its responsibilities to maintain their home or complete necessary repairs within a reasonable time.

A genuine housing disrepair claim is not a scam. Independent legal advice or further action may be appropriate where a serious problem has been reported to Bernicia, we have been given a reasonable opportunity to investigate and put it right, but the problem has not been resolved.

The concern is that some claims management companies, lead generators and representatives use unsolicited approaches, unclear agreements or high-pressure sales tactics to persuade tenants to begin claims.

The Government and housing sector have raised concerns that some tenants may be signed up without fully understanding the legal process, the potential costs or the fact that their information may be passed to another organisation.

You should report any repair, damp, mould or concerns about your home to Bernicia as soon as possible. This gives us an opportunity to inspect the problem and complete any work that is our responsibility.

You may be approached through:

• an unexpected visit to your home
• a telephone call or text message
• social media advertising
• an email or online form
• a leaflet posted through your door; or
• someone claiming to be a surveyor, housing inspector or representative working with Bernicia

Some companies collect information about possible claims and refer people to a solicitor or law firm, sometimes in return for a referral fee. This means that the person who first contacts you may not be the person or organisation that handles your case.

Bernicia colleagues and contractors carry identification. If someone visits your home and claims to be working for or with Bernicia, ask to see their identification before allowing them inside.

If you are unsure:

• do not let the person into your home
• do not sign anything
• do not share tenancy, financial or personal information
• do not use a telephone number supplied by the visitor to verify their identity, and
• contact Bernicia directly using the details on our website or a recent official letter

A genuine Bernicia colleague or contractor will understand if you want to check their identity before allowing access.

You may be asked to sign a “no win, no fee” agreement. This normally means the solicitor will not charge their standard legal fees if the case is unsuccessful, subject to the conditions of the agreement.

However, “no win, no fee” does not necessarily mean that there is no financial risk or that you will keep all the compensation that you might be awarded.

Depending on the agreement and circumstances, there may be:

• a success fee deducted from your compensation
• charges for an insurance policy
• cancellation or withdrawal charges
• charges for surveys or other work already completed
• conditions that you must follow while the claim is progressing, or
• a risk of paying legal costs in some circumstances

Before signing anything, ask for a copy of the full agreement and take time to read it. Ask the company to explain:

• who will act for you
• whether the organisation is a claims management company or a solicitor
• how much will be deducted if the claim succeeds
• what happens if you change your mind
• whether you could be responsible for any costs
• whether an insurance policy is included, and
• what information will be shared and with whom

Do not sign an agreement if you do not understand it.

Always seek independent advice first.

We are aware of reports across the housing sector of tenants being advised not to allow their landlord access while a claim is being considered.

Refusing reasonable access may prevent us from inspecting the problem, delay necessary work and allow the condition of your home to deteriorate. It may also affect a complaint or legal claim if Bernicia has not been given a reasonable opportunity to investigate and complete the repair. Other social landlords have reported cases in which refusal of access contributed to claims being dismissed or tenants facing legal costs.

If a solicitor or claims company advises you not to allow Bernicia access, ask for the advice and reasons in writing. You should consider obtaining independent advice before refusing an appointment for an inspection or repair.

This issue has been reported locally as well as nationally.

In November 2025, Gateshead Council warned that tenants had been approached by companies encouraging them to make housing disrepair claims. One tenant said they had not initially understood that the process involved taking legal action against the council and were subsequently told they could face a £2,500 fee if they cancelled.

The council also reported one unsuccessful claim in which it was awarded £8,000 in legal costs, while the tenant was required to address approximately £1,500 in rent arrears. These are examples reported by Gateshead Council and the circumstances of every claim will be different.

Nationally, concerns about aggressive marketing, misleading advertising, unfair exit fees and people being signed up without clear consent have prompted regulatory and government scrutiny.

Important: These examples do not mean that all housing disrepair claims or legal representatives are improper. Tenants have a right to obtain independent legal advice and pursue a valid claim. The examples demonstrate why it is important to check who you are dealing with and understand any agreement before signing it.

If something is wrong with your home, please report it to us as soon as possible. This gives us the opportunity to:

• record and assess the problem
• arrange an inspection where necessary
• complete any repairs that are our responsibility
• provide additional support where it is needed, and
• keep you informed about what will happen next

Report a repair

Report damp or mould

Contact Bernicia

Reporting the issue to us does not remove your right to obtain independent advice or pursue other routes if the problem is not resolved.

If you believe we have failed to deal with a repair appropriately, you can make a complaint to Bernicia.

We will investigate what happened, whether we met our responsibilities and what action is required to put things right. This may include completing outstanding work, improving our service and, where appropriate, considering compensation in line with our Compensation Guidance.

If you remain dissatisfied after completing our complaints process, you can ask the Housing Ombudsman Service to consider your complaint independently.

You do not have to pay a claims management company or solicitor to:

• report a repair
• report damp or mould
• make a complaint to Bernicia, or
• take a completed complaint to the Housing Ombudsman

Make a complaint

Visit the Housing Ombudsman Service

If you have already spoken to a claims company or solicitor, do not panic. Ask for copies of everything you have agreed to, including:

• the signed agreement
• the terms and conditions
• details of any cancellation period
• a breakdown of fees and deductions
• details of any insurance policy
• the name of the solicitor or law firm acting for you, and
• an explanation of what happens if you decide not to continue

Do not ignore letters, emails or court documents. Missing a deadline may make the situation more difficult.

If a solicitor is involved, check that the solicitor or law firm is authorised through the Solicitors Regulation Authority register.

If you believe that your information was obtained dishonestly, that someone impersonated Bernicia or that you have been the victim of fraud, contact us and report the matter to the appropriate authorities.

Find your local Citizens Advice

Check a solicitor through the Solicitors Regulation Authority