Housing disrepair

How to report a housing disrepair with our Alternate disrepair resolution (ADR) scheme and avoid bogus disrepair claim companies.

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Help with resolving your disrepair issues

This information is for tenants and leaseholders living in council properties. If you are a private tenant, you can find out how to report your issue to your landlord.

 

Report your repair issue

You must have already reported your repair issue to us. Visit our housing repairs section for information on how to do this.

Make a complaint

If you have already reported repairs to us and we have not fixed them to your satisfaction within a reasonable period, you can make a complaint online.

Alternate disrepair resolution (ADR) scheme

Our ADR scheme has been set up for tenants and leaseholders who have previously reported repair that has not been dealt with in a reasonable amount of time following a complaint.

The types of repairs of covered by the scheme include:

  • damp and mould
  • leaks
  • structural issues
  • faulty electrics
  • faulty heating and hot water
  • pest infestations

You do not need to have raised a complaint if your disrepair has been outstanding for a long time.

ADR eligibility

Participation in our scheme is free of charge, and you can withdraw from it at any time. You may also be able to participate in our scheme if you have had disrepair issues at a previous council property.

Our ADR Team will advise you if you are eligible. If you are not eligible, they will still help you to get the support you need.

Benefits of the scheme

Using our scheme instead of pursuing legal action means:

  • you will get the same amount of compensation as if you used a claim company
  • you will keep 100% of any compensation that you are entitled to
  • your disrepair issues will get fixed much sooner than if you used a claim company, usually 3 months instead of 12 months or more
  • you will not have to attend court to give evidence
  • the money we save on unnecessary legal costs can be reinvested in better services for all our residents

How the scheme works

An ADR Officer will support you during the entire process. They keep you informed and make sure you are happy during and after the works.

A Disrepair Surveyor will inspect and manage the works to ensure they are completed to a high standard; they will also inspect the works once completed

We will:

  • agree the disrepair works with you and a date for the works to be completed by
  • agree your compensation with you, which can be for inconvenience, damaged belongings and expenses
  • ask you to sign a settlement agreement to confirm the above
  • pay your compensation directly into a bank account of your choice, usually before the works are completed

Get started

To discuss participating in our scheme, or if you have a current disrepair claim, email adr@croydon.gov.uk. We aim to respond to you with 2 business days.