Social worker guide to housing disrepair referrals

Social workers often visit clients living in some of the worst housing conditions in the country. Recognising disrepair, understanding when a referral can help, and knowing what a client needs to bring forward a claim are all practical skills that can make a real difference to families and vulnerable adults. This guide is written for social workers and housing support workers.

Why disrepair matters in a social work context

Housing conditions are a direct upstream determinant of the outcomes social workers are trying to improve. Damp and mould worsen asthma, eczema and respiratory illness in children. Cold homes increase the risk of hospital admission in older adults. Structural disrepair can create safeguarding risks.

A disrepair claim does two things at once: it triggers repairs (under the Pre-Action Protocol, landlords must respond once formal legal notice is given), and it generates compensation for the client, money they can use to replace damaged belongings, cover costs of living around the disrepair, or simply reflect the harm they have endured.

For clients already in financial difficulty, compensation from a no-win no-fee disrepair claim does not count as income for most benefits purposes if paid as damages for general losses.

Signs of disrepair to look for on a visit

When visiting a client's home, consider:

• Damp or mould: on walls, ceilings, around windows, behind furniture
• Cold home: does the heating work? Are rooms consistently cold in winter?
• Pest infestation: droppings, nesting materials, evidence of mice, cockroaches or bedbugs
• Structural problems: cracks in walls or ceilings, sagging or damp ceilings, bulging walls
• Safety hazards: damaged stairs or handrails, broken door locks, exposed electrical wiring, blocked drains or sewage smells
• Roof leaks: staining on ceilings, damp patches appearing after rain, damaged roof visible externally
• Ventilation failures: broken extractor fans, no ventilation in bathrooms or kitchens where condensation is visible

If you see any of these, ask the client when they reported it and what the landlord said.

What your client needs to bring forward a claim

To help a client start a disrepair claim, they typically need:

• Confirmation of their tenancy (assured shorthold tenancy, secure council tenancy, assured tenancy with a housing association)
• Evidence of reporting, emails, letters, messages to the landlord or housing officer about the disrepair. If none exist, the client can begin reporting now.
• Medical records, if health has been affected, records from their doctor are helpful. You can support a client in asking their doctor to write a letter connecting their health condition to the housing.
• Photographs, the more the better. Encourage clients to photograph the disrepair with their phone, ideally with the date visible.

How to refer a client

Support for Tenants accepts referrals by phone: 0800 030 4669. The call is free and there is no upfront cost to the client.

You can:

• Call on the client's behalf (with their consent) and hand the phone over
• Give the client the number and brief them on what to say
• Help the client fill in an online contact form if they prefer not to call

If the client has limited English, let the intake team know, arrangements can be made for interpretation during the claims assessment.

Consent and confidentiality

Before making a referral, get the client's informed consent. They should understand:

• What the claim is about
• That a claims management company or solicitor will contact them
• What the no-win no-fee arrangement means (no upfront cost; if successful, the fee comes out of the compensation)
• That they are free to choose not to proceed at any stage

You do not need to share any other personal social work information with the claims service. The referral is simply a warm handover, the client then engages directly.

Supporting clients who are reluctant

Some clients fear that making a complaint will lead to eviction or damage their relationship with their landlord. You can reassure them that:

• It is illegal for a landlord to evict or harass a tenant for making a disrepair complaint (this is a form of retaliatory eviction, which the law prohibits)
• Social landlords (councils and housing associations) have stronger protections against retaliatory action
• The formal legal process gives the landlord a structured opportunity to fix the disrepair, which is often what the client actually wants

Useful resources for your team

• Signs of disrepair checklist for professionals: View here
• A message you can send to your client: View here
• Consent and confidentiality when making a referral: View here
• Order free leaflets for your team: View here

When should I contact Support for Tenants?

To refer a client or find out more, call us on 0800 030 4669.

Sources

• Landlord and Tenant Act 1985, Section 11 (legislation.gov.uk)
• Homes (Fitness for Human Habitation) Act 2018 (legislation.gov.uk)
• Pre-Action Protocol for Housing Conditions Claims, England (justice.gov.uk)

Related articles

• How to refer a patient to Support for Tenants
• Social prescribing and housing disrepair referral