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How to complain about Wales & West Housing, and what to do if they ignore you

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Wales & West Housing manages around 12,000 homes across South Wales, particularly Cardiff, Newport, Swansea, and the South Wales Valleys. The association formed in 1965 and has historically had a strong tenant-participation reputation, but disrepair complaints have been rising as older stock ages.

A low-rise British council housing estate

Welsh tenants are protected by the Renting Homes (Wales) Act 2016 and the Fitness for Human Habitation Regulations 2022. Awaab's Law and its English deadlines do not apply in Wales. The Welsh framework imposes separate repair and fitness duties. If Wales & West Housing has ignored you, here is how to get a claim check.

How to complain about Wales & West Housing

If Wales & West Housing has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.

  1. 1

    Complain in writing. Send Wales & West Housing a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.

  2. 2

    Ask for a stage 2 review. If you are not happy with the reply, ask Wales & West Housing in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.

  3. 3

    Use the Public Services Ombudsman for Wales. If Wales & West Housing's final response does not resolve the complaint, you can complain to the Public Services Ombudsman for Wales for free.

  4. 4

    If a repair is still not fixed, get free advice. If Wales & West Housing has ignored disrepair such as damp, mould, a leak or broken heating, call us free.

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Wales & West Housing by the numbers

  • •Around 12,000 homes across South Wales (Cardiff, Newport, Swansea, the Valleys).
  • •Founded 1965, one of the older Welsh housing associations.
  • •Regulated by Welsh Government, not the English Regulator of Social Housing.
  • •Welsh tenants have a different legal framework from England; if your landlord has ignored repairs, you may have a claim.

What you can do today

  1. 1.Log a complaint via wwha.co.uk/contact-us with your contract reference.
  2. 2.Phone customer service and request an inspection under the Renting Homes (Wales) fitness regulations.
  3. 3.After 8 weeks of no proper response, you may have a claim, call us free on 0800 030 4669.

Why work with us

Three things we commit to on every case. No fabricated stats.

Clear costs

No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.

A regulated firm

You are dealing with a regulated, authorised firm, not a cold-caller.

Honest advice

We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.

Common issues with Wales & West Housing

Based on public statutory complaints records and tenant reports. Welsh repair and fitness duties apply to each issue.

Damp and mould

Renting Homes Wales repair and fitness duties

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Leaks and flooding

Renting Homes Wales repair and fitness duties

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Broken heating and hot water

Renting Homes Wales repair and fitness duties

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Sample complaint email to Wales & West Housing

Copy this, fill in the bracketed details, and send. It cites the Renting Homes (Wales) Act 2016.

See the full sample email
Subject: Formal complaint: disrepair at [your address], Renting Homes Wales

Dear Wales & West Housing,

I am writing to formally complain about disrepair at my home at [your address].

The issue: [describe damp / mould / leak / broken heating / other, including the rooms affected, when it started, and any health effects].

I reported this on [date] by [phone / email / portal / in person]. The reference number is [reference if any]. The repair has not been completed.

LEGAL POSITION:

Under Part 4 of the Renting Homes (Wales) Act 2016, you must keep the structure, exterior and key installations in repair and keep my home fit for human habitation.

This letter is formal notice of the problem. Please confirm what you will inspect, what work you will carry out, and the dates for that work.

If your final response does not resolve the complaint, I may complain to the Public Services Ombudsman for Wales and seek independent advice about my legal rights.

Yours faithfully,

[Your name]
[Your address]
[Your phone]
[Your email]

Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.

Frequently asked questions about Wales & West Housing

How do I complain about Wales & West Housing?
Complain to Wales & West Housing in writing first and keep a copy. Use every stage in its published complaints process. If its final response does not resolve the complaint, contact the Public Services Ombudsman for Wales for free.
What can I do if Wales & West Housing have ignored my repairs?
Report the repair again in writing and keep the dates, reference numbers, photos, and replies. In Wales, the Renting Homes (Wales) Act 2016 requires a landlord to keep the structure, exterior and key installations in repair and to keep the home fit for human habitation. Awaab's Law and the English repair Acts do not apply. We check whether you may have a claim. If you do, we refer you to an SRA-regulated panel solicitor who gives legal advice and runs the case.
How long does Wales & West Housing have to fix my repair?
Welsh law does not use the English Awaab deadlines. Report an urgent health or safety risk immediately. For other repairs, Wales & West Housing must act within a reasonable time after it is told. In Wales, the Renting Homes (Wales) Act 2016 requires a landlord to keep the structure, exterior and key installations in repair and to keep the home fit for human habitation. Awaab's Law and the English repair Acts do not apply.
How do I report damp and mould to Wales & West Housing?
Report it in writing if you can, and keep a copy. Describe where it is, when it started, and any effect on health. Ask for a repair reference, an inspection date, and a written plan for the work.
Can I claim compensation from Wales & West Housing?
You may have a claim if you reported the problem and Wales & West Housing did not put it right within a reasonable time. The result depends on the facts and evidence. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.
What if Wales & West Housing have inspected but done nothing?
Keep the inspection date, the surveyor's name, the report, and every promise about the work. An inspection does not end the Welsh repair and fitness duties if the home remains in disrepair or unfit.
How do I escalate a complaint about Wales & West Housing?
Use your landlord's complaints process first. If you remain unhappy after its final response, you can complain to the Public Services Ombudsman for Wales for free.

Related

By: Support for Tenants editorial team

Last updated:

Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only, not a promise; every case is different.

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