Seen adverts about housing disrepair? Talk to us first – we’re here to help

We know how important your home is to you. It should feel safe, comfortable and well looked after—and if something goes wrong, you need it putting right.

Recently, you may have seen adverts from companies encouraging people to make housing disrepair claims. While everyone has the right to seek independent advice, we want to reassure you that we’re here to help and that most issues can be resolved by working directly with us.

Our priority is to put things right

At Great Places, we take repairs and maintenance seriously. Every day, our teams work hard to fix issues, support customers and improve our homes and services.

If something isn’t right in your home, the best thing you can do is let us know as soon as possible. The earlier we know about a problem, the quicker we can act.

Why it’s better to come to us first

By contacting us directly, you’ll:

• Get a faster response so we can fix the issue as soon as we can
• Speak to teams who understand your home and your situation
• Avoid unnecessary costs or fees that can come with using third-party claims companies

Disrepair claims companies often charge fees or take a percentage of any settlement, which can leave you worse off. In many cases, these issues can be resolved more simply by working with us.

What if something hasn’t been resolved?

If you’ve already reported a repair and you’re not satisfied with the progress, we have clear processes in place to review and escalate your case.

You can raise a complaint, and we’ll make sure your concerns are listened to and investigated properly. We’re committed to being fair, transparent and doing the right thing.

Important Information About Access to Your Home

We may contact you in advance of any works taking place, which could include telephone calls, letters, or visits to your home. Our staff or contractors may also attend your property and will always carry identification.

For your safety, we advise you to remain vigilant and not allow access to anyone unless you are confident of their identity and the purpose of their visit. Unfortunately, there are instances where individuals may attempt to gain access to properties under false pretences.

If you are unsure about a visit, please do not let the person into your home. Instead, contact Great Places directly using the details provided in this letter to verify the appointment.

Where possible, we will also attempt to make contact by knocking on your door if we are unable to reach you in advance. However, you should still request identification before allowing access.

Your safety and security are extremely important to us, and we appreciate your cooperation in helping us maintain this.

We’re here for you

Our aim is always to work with you to resolve issues quickly and keep you informed every step of the way.

If you need to report a repair or speak to us about a concern, please get in touch:

• Using our website “Live Chat” during working hours (Monday to Friday, 8am-6pm);
• online via the Customer Portal;
• by email to customerhub@greatplaces.org.uk; OR
• phone 0300 123 1966 during working hours Monday to Friday, 8am-6pm

We’re here to help—and by working together, we can put things right sooner.