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Navigating Disrepair Cases




We take our repair responsibilities seriously, committing ourselves with a 30-year investment plan to ensure that homes remain in the best condition. From planned maintenance, improvements, to regular repairs, our internal Homeworks Team complemented by external contractors, ensures that the quality of living is upheld.

We encourage our residents to actively engage with us. Our comprehensive repair responsibilities, clearly outlined for both tenants and landlords, can be found here.

In situations where things may not go as planned, our Complaints team, responsible for overseeing our alternative dispute resolution process, ensures that issues are dealt with in stages—Stage 1, Stage 2, and if needed, elevated to the ombudsman.

Furthermore, liaisons with Local Members, MPs, and the Citizen Bureau provide additional channels to address concerns and resolve disputes. Engaging in legal disputes, such as disrepair claims, should be the last resort.

We have observed that some legal firms may approach residents with offers to represent them in disrepair cases. While seeking legal representation is within every individual's rights, it's essential to be well-informed.

Some contracts could have terms that might not be in the best interest of the residents. If a legal firm or solicitor seems to adopt practices that appear unethical, residents are encouraged to report them to reputable organisations such as the Solicitors Regulation Authority, FCA, Law Society, and Trading Standards.

Lastly, we want to stress that we are in this journey together. We strive for open dialogue, understanding, and a shared commitment to ensuring the best for our community.

At Gateway Housing Association, our shared goal is to uplift and support, making our community thrive.

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