Customer news

Watch out for disrepair claims companies

Some of our customers have been contacted by companies offering a ‘no win no fee’ service for a housing disrepair. These companies get in touch with customers about making a claim against us for a disrepair, but often exploit the system. These organisations are not connected to us in any way and are rarely there to benefit you. If the case is won, the money they take as fees can be very high. 

If you do have a repair issue with us, please contact us directly to try and resolve it. We always aim to sort out complaints quickly. You may also wish to seek independent advice from a trusted source, such as your local Citizen’s Advice Bureau.  

We've heard that some of these companies can put a lot of pressure on people to sign up and if they change their mind later are threatened with legal action. If you’re feeling this at all please get in touch with us or if you would prefer, trading standards at your local authority.  

If you do decide to make a claim with a disrepair company, it’s worth noting that: 

  • There may be hidden costs and you may be charged a fee if you change your mind 
  • It'll be a lengthy process  
  • Disrepair cases can take up a considerable amount of time and resources, which could be used to ensure repairs are completed as quickly as possible
  • We'll always investigate any claims diligently to ensure the right outcome is achieved
  • Before we engage with any claim for disrepair, we ask that our complaints process has been followed and exhausted
  • They may advise you don’t allow us access to complete repairs leading you to believe you’ll get more money. This isn’t true as the court will see our access attempts. So refusing access may mean you’ll end up living with the outstanding repairs for longer

Not sure who's at your door? 

  • All our employees and contractors carry ID badges – make sure you ask to see it 
  • If you’re not sure, always contact us to verify the person’s identity – it’s better to be safe! And don’t give out any personal details or allow access to your home until you’re sure

Had a phone call? 

Some of these companies are ringing or emailing our customers. If you’re not sure if a caller is really from VIVID, please hang up and get in touch.