Send a clear written reply today asking the landlord or managing agent to confirm whether the disrepair is accepted and, if not, to state exactly what evidence they rely on and what remedy they will offer instead. If nothing is done, the dispute usually drifts, repairs stay incomplete, and the compensation point gets pushed into “later” until it becomes harder to prove. Keep communication in writing, keep paying rent as normal, and start organising photos, dates, and copies of every report. If the property is still affected, ask for a firm repair timetable at the same time as the compensation response.
A compensation claim for disrepair is often disputed after a complaint has already been raised and some repairs have been promised, but the landlord then argues the impact was minor or not their responsibility. It commonly appears after a partial response, where the landlord agrees to do some works but rejects any money back for the period the home was affected. Tenants in social housing and private renting both see this, especially where damp, leaks, heating failures, or recurring mould have been reported more than once. The dispute tends to surface when the tenant asks for a rent reduction, reimbursement, or a goodwill payment and the landlord replies with a denial or a low offer.
What the problem is
This problem shows up when a tenant has already reported disrepair, allowed access, and followed the landlord’s complaint route, but the compensation element is challenged. The landlord may say the issue was “lifestyle”, “condensation”, “wear and tear”, or caused by the tenant, even where repairs were carried out. It can also happen after a deadline has been missed, such as a promised repair date, and the tenant asks for compensation for the extra time living with the problem.
In UK renting, the dispute often becomes a paperwork argument rather than a repair argument, with the landlord focusing on whether the tenant can prove dates, severity, and notice. It affects people most when the home is still not fully fixed, because the landlord may try to close the complaint while leaving the compensation point “not upheld”. It also affects tenants who have had to replace belongings, run dehumidifiers, or pay extra heating costs and want those costs recognised.
Why this happens
Disrepair compensation is disputed because it is easier for a landlord to agree to a repair than to accept liability for the period the tenant lived with the issue. A repair can be framed as routine maintenance, while compensation implies the landlord fell short and may encourage further claims. Where contractors are involved, the landlord may rely on job notes that downplay the problem, or on an inspection that happened on a “good day” when damp or leaks were less visible.
Common causes include unclear reporting history, gaps in access, missing photos from earlier stages, and disputes about whether the landlord had notice. Another frequent driver is the way complaints teams are measured: closing a case quickly is rewarded, while admitting compensation can trigger approvals and budget sign-off. A typical organisational response pattern is to offer a small goodwill amount tied to closing the complaint, while rejecting any link between the disrepair and the tenant’s losses.
Your rights or position
The practical position is strongest when there is a clear timeline showing notice, impact, and what was done (or not done) to fix it. Landlords usually respond better when the request is specific: dates affected, rooms impacted, what normal use was lost, and what outcome is being asked for. Keeping rent payments up to date protects leverage, because arrears can become the landlord’s main focus and can derail a compensation discussion.
Compensation arguments tend to move when the tenant separates two things: the repair obligation and the remedy for the period of disruption. Even where the landlord disputes the cause, it is often possible to agree a practical settlement if the evidence shows repeated reports, delayed action, and a clear effect on living conditions. What usually works is asking for a written decision that addresses each period of disrepair, rather than a single sentence refusal.
Legal or official basis
For many tenants in England, the most practical official route for a disputed disrepair compensation complaint in social housing is the Housing Ombudsman. The Ombudsman looks at whether the landlord handled reports, repairs, and complaints fairly, and can recommend or order remedies where the landlord’s response was unreasonable. In practice, this route works best when the landlord’s complaint process has been completed (or has stalled beyond its own timescales) and the tenant can show the landlord had enough information to act.
Use the Ombudsman route to challenge a “not upheld” compensation decision where the landlord’s own records show delays, repeat visits, or missed appointments, or where the landlord closed the case without resolving the underlying problem. The process and how to bring a complaint is set out on GOV.UK guidance, and the key preparation is having the final complaint response (or proof it was not provided) plus a clear timeline of events.
What evidence matters
Evidence that usually shifts a disputed compensation claim is evidence that ties the landlord’s notice to the lived impact. Photos help, but they work best when paired with dates, messages, and a simple record of what happened next. Where the landlord says the issue is “tenant-caused”, evidence of ventilation use, heating patterns, and any professional observations can help, but only if it is presented calmly and consistently.
Collect copies of repair reports, appointment texts, emails, complaint letters, and any contractor notes you were given. Keep receipts for extra costs that are directly linked to the disrepair, such as laundrette use because a room was unusable, or replacing items damaged by leaks. If there was a medical impact, keep it factual and limited to what can be evidenced, such as GP letters or prescription records, without turning the complaint into a health dispute that the landlord will try to sidestep.
Do not edit photos to “enhance” mould or damp, and do not rely on verbal promises made on the doorstep. Do not accept a settlement “in full and final” until the repair position is stable and the compensation decision is in writing. One thing not to do yet is to stop paying rent to “offset” the compensation, because that usually creates a separate problem that weakens the negotiating position.
Checklist to pull together:
- Timeline of reports, visits, and missed dates
- Dated photos or videos showing the affected areas
- Copies of complaint responses and repair job references
- Receipts or bills linked to the disrepair impact
Three common mistakes are sending a long narrative with no dates, mixing unrelated issues into the same compensation request, and agreeing to close the complaint before the landlord confirms the compensation decision in writing.
What to do next
Send written reply
Reply in writing and ask for a point-by-point decision: what disrepair is accepted, what dates are accepted, what remedy is offered, and what evidence the landlord relies on to dispute the rest. Ask for the repair plan in the same message, because landlords often try to separate “repairs” from “compensation” and close one strand early. Keep the tone neutral and include your timeline as an attachment or in a short table within the email.
Use complaints route
Use the landlord’s official complaints process only, and keep everything in that channel so there is a clear audit trail. The complaints form is normally on the landlord or housing association website under “Complaints” or “Feedback”; if it is a council landlord, it is usually under the council housing pages. Prepare the complaint reference, repair job numbers, key dates, and the outcome being requested before submitting.
Checklist to prepare for the official complaint submission:
- Complaint reference and property address details
- Repair job numbers and appointment dates
- Summary of impact by room and by period
- Copies of key photos and receipts
A normal response timeframe is the landlord’s published stage timescales, often with an acknowledgement first and a full response later; if those timescales pass, chase in writing and ask for a new deadline. If there is no response by the new deadline, escalate to the next complaint stage the next working day and attach the earlier complaint and proof of submission. This issue is usually resolved in UK cases when the landlord sees a clean timeline and realises the dispute is about delay and impact rather than blame.
Challenge disputed evidence
If the landlord relies on an inspection that contradicts what was happening day-to-day, ask for the inspection notes, photos, and the basis for the conclusion. Where the landlord says “no disrepair found” but the issue returned quickly, point out the repeat reports and ask for a further inspection at a time the problem is visible (for example, after rainfall for leaks). If the landlord rejects your photos or says they are not enough, the decision point is whether to strengthen the record with a more formal report; where that happens, the pattern described in Independent survey contradicts landlord’s claim is often the turning point for getting a clearer written position.
Escalate externally
If the landlord issues a final response that still disputes compensation without addressing the timeline, keep the reply short and ask for confirmation that it is the final stage. Then escalate using the external route that applies to that landlord, attaching the final response and a one-page summary of what is being challenged. If the landlord offers a low goodwill payment, ask whether accepting it closes the complaint; if it does, only accept once the repair is completed and the compensation wording matches what is being agreed.
Related issues nearby
If the dispute is being driven by the landlord saying the evidence is “insufficient” or “not accepted”, it can help to treat that as a separate problem and tighten the record before pushing compensation again. Where a council or landlord dismisses photos, logs, or contractor comments, the patterns covered in Evidence of disrepair rejected by council often apply, particularly when the complaint is being closed on the basis of a single inspection. These issues are worth considering when the landlord’s response focuses on disputing what was seen, rather than explaining why the repair took as long as it did.
FAQ quick checks
Goodwill payment wording
Goodwill payment full and final wording can close the complaint, so ask for written confirmation of what rights are being signed away before accepting.
Rent reduction request
Rent reduction for disrepair periods is usually considered when a room was not properly usable, so set out dates and the practical impact rather than arguing about fault.
Belongings damage proof
Belongings damaged by leak evidence is strongest with dated photos and receipts, so keep the item, take clear pictures, and link it to the repair timeline.
Access appointment disputes
Access refused allegation responses work best when backed by messages and dates, so keep texts, emails, and any rearranged appointment confirmations.
Before you move on
Keep the next message focused on a written decision, a repair timetable, and the evidence the landlord says it relies on, because that combination usually stops the dispute sliding into vague back-and-forth. Time pressure can show up as being pushed to accept quickly in exchange for closing the complaint.
Get help with the next step
Contact UKFixGuide — If the landlord has disputed compensation, share the timeline and the wording of their refusal so the next escalation step matches the complaint stage.
