Disrepair claims

What is a disrepair claim?

A disrepair claim is when a tenant takes legal action against their landlord because something in the home is damaged or needs fixing. Claims companies often suggest this, but there are some things to think about first, like the fact that claims are not by any means risk-free for the resident – look under the ‘no win, no fee’ section below for an explanation.

Things to know before making a claim

  • It could cost you more – Claims companies often take more than half of your compensation. If you report the problem to us directly, you keep all the money you’re owed.
  • It might take longer – Going through a third party can slow things down. If you contact us directly, we can fix the problem faster.
  • You can still complain – If you’ve already made a complaint and aren’t happy with how we handled it, you can ask the Housing Ombudsman to look into it.

Why speak to us directly?

We’ve made our complaints process quicker and fairer, following the Housing Ombudsman’s rules. By coming to us first, you’ll get faster help without paying extra fees.

How to report a repair

  • online: 24 hours a day through the MySoha app or portal
  • call: 01235 515 900 (or 0800 014 15 45 Freephone) (or 0800 014 15 45 Freephone) during business hours
  • visit: our office in Didcot during business hours

  • online: 24 hours a day through the MySoha app or portal
  • email: complaints@soha.co.uk
  • call: 01235 515 900 (or 0800 014 15 45 Freephone) (or 0800 014 15 45 Freephone) or 0800 014 15 45 (Freephone) during business hours
  • visit our office in Didcot during business hours

If you’ve started a disrepair claim but now don’t want to go ahead with it, that’s completely okay. Just let us know as soon as you can so we can help and update our records.

A real Claims Management Company (CMC) should:

  • Be registered – You can check if they’re registered on the Financial Conduct Authority (FCA) website.
  • Be clear – They should explain what they do, how much it costs, and what you’re agreeing to in simple terms.
  • Not pressure you – Be careful if they try to rush you or use pushy or confusing language.
  • Be honest about risks – Even if the company is real, there might still be hidden costs or money risks.

A ‘no win, no fee’ agreement means you don’t have to pay legal fees at the start. But there are some things to watch out for:

  • Hidden costs – Some companies might ask for extra payments, like insurance.
  • Paying if you lose – If your claim doesn’t win, you might still have to pay legal costs, including the other side’s fees. This can be a lot of money and has happened in our experience.
  • Less compensation – If you win, some of your money might be taken to pay your solicitor.

Always read the agreement carefully and ask for help if you’re not sure. You can contact us if you need advice.

Claims companies might promise quick results and big payouts, but there are some risks you should know about:

  • False promises – Some companies say they’re more successful or faster than us, but they can’t always guarantee results.
  • Money worries – Even with “no win, no fee” deals, you might still have to pay hidden costs or legal fees.
  • Big bills if you lose – If your claim doesn’t work out, you could be asked to pay large legal costs, including ours. This has happened in our experience of handling disrepair claims.
  • Targeting vulnerable people – Some companies use pushy adverts to get people to make claims, especially those who might be struggling.

It’s best to talk to us directly. We’ll try to sort things quickly and won’t put you at financial risk.

  • You have to use a claims company – This isn’t true. You can talk to us directly. We’re here to help, and you don’t need to go through anyone else.
  • You’ll always get money – Not every claim leads to compensation. Our main goal is to fix the problem and make sure your home is safe and comfortable.
  • There’s no risk – Some people think making a claim is always safe, but that’s not true. Claims companies might not tell you about hidden costs, upfront payments, or legal fees if things don’t go well.