Disrepair claim scams

Recently, we’ve heard from customers and other housing providers about “claims management companies” door-knocking for disrepair claims. They also often leave flyers claiming to be able to help you to get compensation for issues such as damp and mould.

Unfortunately, we’ve also learned some of these companies deliberately use misleading language, so you can be tricked into thinking that they are from Stonewater.

What are claims management companies?

These companies are a lot like the “no win no fee” adverts you see on television. They are companies that target people who live in rented homes to encourage you to make a claim for disrepair. Once they’ve got you on board, they sell your claim to a solicitor for a fee.

Why is this a problem?

The information claims management companies give customers can be misleading. More often than not, the paperwork you sign for these claims leaves you liable for fees you weren’t expecting. Even if you win your claim, you could be asked to pay thousands of pounds in fees.

But I do have a disrepair issue – what should I do?

If you have a problem with damp and mould, or anything else in your home that you’d like us to fix, we’ll be happy to help. Just contact us and we’ll let you know what we can do to solve your problem.

If you’re not happy with a service we’ve provided, you can go through our complaints process. Through this process you’re also able to seek support from the Housing Ombudsman which is free of charge. If you’d like to make a complaint about something you’ve reported that’s not been fixed, here's how you can do it.

If you’d like completely independent advice, you can speak to Citizen’s Advice, or a housing charity. You don’t need to be out of pocket to get help.

Stay safe from scammers

Please remember that if we’re coming to do work in your home we’ll try our best to tell you first, by phone, text message or letter. Stonewater colleagues and our contracting partners will always identify ourselves and the purpose of our visit when we come to your home, and carry identification that we should be visible at all times. You can request to see it if it’s not visible when you answer the door.

On the occasions that we cannot let you know ahead of time exactly when we’ll attend (for instance, an urgent job like a leak), we’ll clearly explain the purpose of our visit and show you our ID.

If you are not sure about someone who comes to your door, you don’t have to let them in. If you feel unsafe or uncertain, you can inform them that you would like to check with Stonewater first, and will arrange another appointment if necessary. Then call us on 01202 319 119 and we’ll be able to help.

I have been tricked by a claims management company

If you’ve been misled and have accidentally instructed a claims management company to start a claim for you, or you have started a claim you now don’t want to continue with, you should seek help immediately. The claims management company should have a formal complaints process you can follow. You can also lodge a complaint with the financial ombudsman.

If you have a claim open against Stonewater that you no longer want to pursue, do also let us know.