We are aware that customers are being contacted by companies who claim to specialise in disrepairs. Many of these companies are exploiting vulnerable customers, using underhand methods to entice customers to make a claim.
They may contact you directly and encourage you to make a claim against your housing provider. Some of these companies pass your details onto a ‘no-win-no-fee’ solicitors for a profit. They may not always be acting with your best interest at heart, and quite often they will take most of any compensation won.
Disrepair claims come about when your landlord hasn’t dealt properly with repairs. If you are worried about disrepair issues in your home, we’d urge you to report it to us as soon as possible. If you’re not happy with the repairs service we provide, we can formally investigate your complaint.
- Scammers have been known to impersonate legal firms offering to help you claim for disrepairs. Please make sure the company is legitimate before you give them any of your personal information.
- There are reports that some of these companies are fraudsters looking to steal your personal information for criminal purposes.
- Once these companies have your details, they are often sold onto ‘no win, no fee’ solicitors, although they are not always what they seem and often there are hidden costs.
Some of these companies will charge a lump sum up-front to take out an insurance policy to cover the cost of your claim. Any potential compensation you receive will be reduced to cover solicitor fees or legal costs (ours and yours) if the claim is unsuccessful.
Once you have put forward a claim and signed the documentation, they usually won’t allow you to stop the claim if you change your mind or if the repair is rectified. If you do withdraw the claim, you may be liable for fees for any surveys of your home, or the fixed premium for any insurance policy you’re advised to take out. If your case goes to court and is dismissed, you could be ordered to pay our legal costs, which could be thousands of pounds.
Some claims can take years to resolve, and you may have to appear in court to give evidence as part of the process, which can be distressing.
Most companies acting on your behalf will advise you to refuse us access to your home to do any repairs. This would be considered a breach of your tenancy agreement. It could also be extremely dangerous and may lead to further damage to your personal property, which won’t be covered by the claims or legal firm.
How can I keep myself safe from disrepair scams?
- Some of these companies claim to be affiliated with Orbit and other housing associations. Please remember that our colleagues and contractors always carry identification badges, so make sure you ask to see ID before letting anyone into your home. If you’re unsure who someone is, do not let them in.
- If you feel unsafe, please call the police, and let us know. You can also ring us on 0800 678 1221 to check if someone is a member of our team.
- If someone calls you from a number you don't recognise and claims to be from Orbit, please take their details and call us immediately to check their identity. If the caller doesn’t want you to check their identity, hang up the phone and don’t engage in conversation or pass over any personal information.
- Always take time to check through any documentation you receive from these companies and if possible, get independent legal advice. You can often get free legal advice through Citizen’s Advice Bureau, your local Law Centre, and other charitable organisations. Check for hidden costs and do not pay any money up-front.
For more information about claims management scams visit the Housing Ombudsman - Claims Management Scams
If you are worried you have been a victim of a scam or fraud, contact Action Fraud at 0300 123 2040 or via their website Action Fraud.
How can I book a repair through Orbit?
We want to make sure you live in a home that is in good condition and is safe and secure. You can let us know you need a repair by using via myAccount. You can also use myAccount to view previous repairs appointments and raise a repair for a communal area.
If your issue is with damp, mould, and condensation, visit our Damp and Mould page for advice and to complete a form to report the problem.
For any emergency repairs, you can call us on 0800 678 1221.
If you live in one of our Independent Living schemes, please speak to your scheme manager or an Orbit employee who works at the scheme if you are unable to report a repair yourself.
For more information on repairs visit the Repairs to My Home page
