Social prescribing link workers: how to refer a patient with housing disrepair

This guide is for social prescribers, link workers, and health and wellbeing coaches who are supporting patients or clients in poor housing. It explains what Support for Tenants does, what information you need before making a referral, and how the process works for the patient once a referral is made.

What Support for Tenants does

Support for Tenants is a housing disrepair claims service. We help tenants, both social and private renters, who are living in homes with damp, mould, broken heating, structural problems, or other serious repair issues that their landlord has failed to fix.

We operate on a no-win, no-fee basis. There is no upfront cost to the patient. If a claim is successful, our fee comes out of the compensation. If the claim does not succeed, the patient pays nothing.

A successful claim can result in:

• Compensation for the period the patient has lived with the disrepair, including a personal injury element where health has been affected
• An injunction ordering the landlord to carry out specific repairs
• A rent reduction reflecting the period of poor conditions

We are not a solicitor's firm. We are a claims management company authorised and regulated by the Financial Conduct Authority.

Is your patient likely to be eligible?

A referral is likely to be worthwhile where the patient:

• Rents from a council, housing association, or private landlord (not an owner-occupier)
• Has reported the repair issue to their landlord in writing at some point
• Has been waiting for the repair for more than a few weeks, or has had the repair done inadequately and the problem has returned
• Lives in a home with conditions that are affecting or could affect their health

We can still assess cases where the patient has not reported formally in writing, but the stronger the paper trail, the stronger the claim.

How to refer

The simplest route is to ask the patient to call us directly on 0800 030 4669. Our freephone number is available Monday to Friday.

Alternatively, you can call us on the patient's behalf to make an initial enquiry, with the patient's knowledge and consent.

If you would like to send a brief written referral or introduction by email, our address is help@supportfortenants.co.uk.

What information helps at referral

You do not need a detailed case summary, a brief description of the housing issue and the patient's contact details are enough to get the conversation started. The following is helpful:

• Nature of the repair (damp, mould, broken boiler, structural defect, etc.)
• How long it has been outstanding
• Whether the patient has raised it with the landlord, and roughly when
• Any health conditions that are relevant to the housing (respiratory conditions, skin conditions, mental health, mobility issues)
• Whether the patient would like support with the initial call (if they have communication needs or high anxiety)

Consent

Any referral requires the patient's consent to share their details with us. Our consent and confidentiality guidance is available at Consent and confidentiality when referring to us.

Language support

We support patients who speak languages other than English. We work with telephone interpreters. When referring a patient who requires an interpreter, note the language they speak and we will arrange interpreter support for the initial call.

What happens after referral

Once a patient contacts us, we carry out a free initial assessment. We explain the process, the evidence we need, and what they can expect. If we take the case on, a dedicated case handler is assigned. The patient is kept updated throughout.

We do not pressure patients. If a patient is not sure whether they want to proceed, we are happy to answer questions and allow them time to decide.

Printed materials

We have free leaflets available for doctor's surgeries, community centres, food banks, and other referral settings. To order printed materials, see Order free leaflets and posters for your service.

Sources

• Section 11, Landlord and Tenant Act 1985 (legislation.gov.uk)
• Homes (Fitness for Human Habitation) Act 2018 (legislation.gov.uk)

Related guides for professionals

• Signs of disrepair: a quick checklist for professionals
• How to refer a patient to Support for Tenants
• A message you can send your patient or client