Neutron Tower fire - advice and support for residents impacted

We are deeply saddened by the incident at Neutron Tower on Saturday 12 September. Our thoughts are with the family of the man who lost his life in the fire, and all of the residents who are displaced from their homes.

See information, advice and support that is available to all residents who have been impacted.

 

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When repairs go wrong

Right to repair

The Right to Repair Regulations give tenants the right to get repairs completed. They can also claim compensation in certain cases.

This right is granted to secure tenants of local housing authorities. More information can be found on the government’s website.

Disrepair

Disrepair happens when repairs that are needed in your rented property have not been completed after you have told your landlord about the problem.

If this happens, you have the right to make a disrepair claim. We will investigate your concerns and handle your claim in line with our Disrepair Policy, keeping you informed throughout the process.

Our policy sets out a clear and fair approach to dealing with housing disrepair claims, including any related injury claims, to make sure your case is managed properly and promptly.

We follow the Government’s Housing Disrepair Protocol to ensure your claim is handled consistently and in line with national guidance. For more information, please see our disrepair policy or visit the disrepair page on the government's website.

Complaints

If you are unhappy with our service, please contact us. You can also file a complaint using our complaints policy and procedure.

Tenants can use their rights under the Right to Repair Regulations. They can also file a formal claim of disrepair.

Missed repairs appointment? Claim your voucher

You are entitled to a missed appointment voucher if we schedule a repair and don't arrive within the promised time.

Out contractors should offer this when they reschedule your appointment. If they don’t, you can let us know and complete the missed appointment online form.

You must provide your repairs job reference and claim within 30 days.

Insurance

We will only consider claims for damage to tenants' or third parties' possessions in two cases.

  1. If we could have reasonably foreseen the need for repairs and failed to act.
  2. if there is clear legal liability.

In other circumstances, it is the responsibility of the tenant to make a claim under their home contents insurance.

For this and other reasons we will encourage all tenants to obtain home contents insurance. In the event of internal damage, leaseholders are required to contact their insurance provider in the first instance.

For more information please visit our insurance page.