Disrepair claims scams warning: What you need to know

We are aware that some of our customers are being contacted by claims management companies about making a disrepair claim. These companies may call or visit you, sometimes posing as surveyors from Platform or a government agency. 

What is a Disrepair Claim? 

As your landlord, we’re legally responsible for keeping your home in good repair.  

This includes: 

• Completing certain repairs within a reasonable time.
• Ensuring water, electricity, gas, and sanitation systems in your home are safe and functioning. 
  

If we don’t meet these obligations, your home may be considered ‘in disrepair.’ 

What are claims management companies? 

These companies target social housing tenants and encourage you to make a disrepair claim against us.  

If you agree, they may sell your claim to a solicitor who could charge fees, even if your claim is unsuccessful. 

Some employees of these companies can be very persistent, and there have been reports of tenants feeling  pressured and coerced into sharing personal details and engaging their services after allowing them into their homes. Find further advice on how to keep safe in the section below. 

What should I do if a claims management company contacts me? 

 Engaging with these companies is your choice. However, please  remember that we’re here to help ensure that your home is well maintained and safe, so please report any repairs to us directly by calling our Customer Hub on 0333 200 7304. 

 
Stay Safe - Here’s how to protect yourself: 

• Ask for ID: All Platform colleagues and contractors carry photo identification badges. Always ask to see photo ID before letting anyone into your home. 

• Be cautious of unexpected visitors: If someone you are not expecting contacts you about making a claim for disrepair, be cautious. Genuine callers will not contact you out of the blue. We would not come to your home un-announced to carry out repairs or discuss repairs. 
• Understand the risks: Many of these ‘no win, no fee’ offers can lead to hidden fees or sharing your personal information with fraudsters. Always thoroughly research any company or solicitor before sharing any information. 
  
• Check their legitimacy:  If you’re considering a claim, get in touch with us or speak to friends or family about it first. We can provide guidance on how to address any disrepair issues safely. 

• Take your time and seek advice: Always take time to check through any documentation you receive and if possible, get independent advice. Check for hidden costs and do not pay any money up-front.  
  
• Don’t rush into anything: Scammers often create a sense of urgency. Take your time to think things through and discuss it with someone you trust. For more information about claims management scams visit the Housing Ombudsman – Claims Management Scams 

• Unsure about a call? If you're not sure a phone call is from us, hang up and call our Customer Hub on 0333 200 7304 to double-check. 
  
• Concerned about your safety: If you feel unsafe, please call the police. 

Can I seek independent advice? 

Yes, you can access independent help and advice from the organisations linked below: 

• Citizens Advice  
• Shelter