What counts as disrepair?
Housing condition claims are fact-specific. Common problems include damp and mould; leaks and water ingress; defective roofs, pipes or drainage; broken heating or hot water; unsafe electrics; defective windows and doors; pest entry linked to defects; damaged walls, ceilings, brickwork or floors; and other failures to keep relevant parts of the property in repair.
The four things we usually need to investigate
1. A relevant defect or housing condition problem.
2. Evidence that the landlord knew, or should be treated as having notice, of the problem where notice is legally required.
3. A failure to act within the legally required or otherwise reasonable period.
4. Loss, damage, inconvenience and/or injury caused by the problem.
Notice to the landlord
Keep evidence showing when and how you reported each problem: emails, text or WhatsApp messages, repair-reference numbers, screenshots from landlord portals, complaint letters and notes of telephone calls. Dates matter. A claim can be weakened if it is unclear when the landlord first knew about the defect.
Inspection and expert evidence
Depending on the case, we may first review the landlord’s response or allow the landlord’s surveyor to inspect. In other matters we may obtain independent expert evidence. The appropriate approach depends on the extent of the defects, the issues in dispute and proportionality.
What compensation can cover
Where legally recoverable, compensation may reflect inconvenience and loss of amenity caused by living with disrepair, damage to belongings and other proven financial losses. If the housing conditions caused or materially worsened a personal injury or recognised health condition, separate medical evidence may be required.
Awaab’s Law
Awaab’s Law introduced prescribed timeframes for social landlords in England. Since 27 October 2025, the first phase has required social landlords to address emergency hazards and significant damp and mould hazards within specified timescales. The statutory regime is being phased and applies specifically to social housing. It does not replace the wider contractual and statutory repairing duties that may apply to a housing conditions claim.
What evidence should I keep?
Keep your tenancy information, complaint history, photographs and videos over time, inspection and repair appointments, evidence of damaged belongings or expenditure, and details of how rooms or facilities have been affected. If anyone’s health has been affected, keep details of GP/hospital attendance and medication.
Housing Disrepair funding
Where Zen accepts a Housing Disrepair claim under its current Conditional Fee Agreement, the matter is dealt with on a No Win, No Fee basis subject to the agreement. If compensation is recovered, the Success Fee is the lower of 100% of Zen’s basic charges or 25% of the compensation defined in the agreement, inclusive of VAT. Zen absorbs any unrecovered shortfall in basic charges.
Zen will ordinarily fund reasonable disbursements needed to investigate and pursue the claim unless a different arrangement is agreed in writing. If proceedings become necessary, we will advise separately on costs protection and any proposed After the Event insurance. The signed CFA governs the individual matter.