Complaints Policy

Housing Disrepair Team is a lead generation and claims support service for council and housing association tenants seeking redress for housing disrepair. We assess enquiries, help clients understand whether they may qualify for a claim, and refer suitable cases to our panel of regulated solicitor firms.

Our role is to conduct preliminary checks and assessments, ensure client eligibility, and prepare the case prior to instruction. Once a client is referred to a solicitor, we inform the client and, unless otherwise agreed, our role becomes limited from that point forward.

Best Practice

We operate in accordance with relevant legal and ethical standards, including those set by:

• The Solicitors Regulation Authority (SRA)
• Trading Standards
• Advertising Standards Authority (ASA)

From first contact, clients are given a clear understanding of the process. Upon request, a personalised claim journey can be provided, outlining the expected steps their case will follow.

All incoming enquiries are assessed to ensure:

• The client is a council or housing association tenant
• The issue appears to meet the criteria for disrepair
• The information provided is complete and accurate
• The client is a genuine tenant and not misrepresenting any details

Where appropriate, independent evidence (e.g. expert reports) may be commissioned prior to instruction. Once ready, the client is informed of the solicitor firm best suited to handle their case. At this point, Housing Disrepair Team’s primary responsibility ends unless further support is required.

Making a Complaint

We take all concerns seriously. If you are dissatisfied with any part of our service — including our marketing, assessments, communication, or handling of your case prior to solicitor instruction — please contact us as follows:

Housing Disrepair Team
-Business Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
-Email: complaints@housingdt.com

Response Times

• We will acknowledge your complaint within 72 hours.
• We aim to resolve all complaints within 8 weeks.
• At week 4, we will provide a progress update if your complaint remains under investigation.
  
  

If You’re Still Not Satisfied

If your complaint relates to the legal service provided by the solicitor firm after referral, you should raise your concern directly with that firm, following their complaints procedure.

However, if your complaint remains unresolved after our internal process — and it relates to our actions before legal instruction — we will advise you of your right to escalate to the appropriate regulatory or alternative dispute body. If we become FCA-registered or ICO-registered, this section will be updated to reflect that.

We are committed to treating all complaints fairly, promptly, and transparently. Whether you’re a prospect or a client, your feedback helps us maintain the highest standards of service.