4. Housing Disrepair Claims
This page is for Exeter City Council tenants. It explains why contacting us directly is usually the quickest and safest way to resolve repair issues, and what to consider before using “no win, no fee” solicitors.
Report repairs to us first
If you have problems such as:
- damp or mould
- leaks
- faulty heating or hot water
- other repair issues
Please report them to us as soon as possible via our Report a council housing fault or repair page.
In most cases, we can investigate and fix the problem without legal action.
Be cautious with “no win, no fee” claims
Some solicitors and claims companies encourage tenants to make legal claims before we have had a chance to carry out repairs.
Although these services are advertised as “no win, no fee”, there can still be risks, including:
- compensation being reduced by legal fees
- repairs being delayed while legal action is ongoing
- stress and uncertainty during a long legal process
- being asked to pay legal costs if the claim is unsuccessful
Using a claims company does not make repairs happen quicker.
Why contacting us directly is usually best
We have a legal duty to keep your home safe and in good repair.
By contacting us first:
- repairs are often completed more quickly
- problems can be resolved without unnecessary legal action
- you avoid added stress and uncertainty
- you stay in control of the process
If you’re unhappy with how a repair is handled
If a repair has not been dealt with properly, you should use our formal complaints procedure.
This allows us to:
- review what has happened
- put things right where possible
- explain next steps clearly
Before taking legal action, you should also consider Alternative Dispute Resolution (ADR), such as:
- mediation
- contacting the Housing Ombudsman
These options are usually free, quicker, and less stressful for residents.
When legal action may be considered
Legal action should usually be a last resort and only considered after:
- you have reported the repair to us
- you have allowed reasonable access for inspections and works
- you have completed the complaints process
- ADR options have been considered or used
Need advice or support?
If you’re unsure what to do, contact us for advice.
You can also get free, independent support from organisations such as:
- Citizens Advice
- Housing Ombudsman Service
For details of our complaints process, see: Housing Complaints and Feedback