How to Report a Repair in Your Home

We have seen an increase in our residents getting approached by companies offering a ‘no win no fee’ service for housing disrepair claims. These companies reach out to tenants about possible claims against Cartrefi Conwy for repair issues. They are not connected to Cartrefi Conwy.

To report repairs to us, you can call 0300 124 0040 or email

If you have a problem with repairs, please let us know through our feedback channels above so we can fix it quickly. If you are not happy with any part of our repair services, visit our complaints page or contact us directly. You can also get independent advice from organisations such as your local Citizen’s Advice Bureau or Shelter Cymru if you are unsure of your rights.

We’ve heard that some companies use aggressive tactics to make people sign up to bring a claim, and that if you change your mind later, they might threaten you legally if you wish to drop the claim. If you feel pressured, get in touch with us or contact trading standards at your local authority.

For more advice on repair issues, check out the guidance below.

What is disrepair?

  • Disrepair means you’ve found a necessary repair for your home that is our responsibility to fix.
  • You have reported these repairs, but we haven’t dealt with them in a reasonable timeframe.
  • You have tried contacting our customer services and escalated through our complaints process. This could include going to the Public Services Ombudsman ( if you do not agree with our decision. You can also get help and advice from Citizens Advice or Shelter Cymru.

If you are thinking about starting a disrepair claim:

  • Contact us regarding your repairs. Ask to escalate the concern if you are chasing repairs. We want our properties in good repair as much as you do!
  • Go through our complaints process to escalate an issue or get advice from the Citizens Advice Bureau or Shelter Cymru.
  • Ensure you have researched the company who has approached you and get confirmation that they are working in your best interests. You will be signing a legally binding contract.
  • Read the terms and conditions carefully before signing any agreement with a disrepair company. ‘No win, no fee’ does not always mean that – check for circumstances where you may be liable for payments.
  • The disrepair claim firm may advise not allowing access for us to complete the repairs. This will delay us completing your repairs. We strongly advise always to allow us access so that things can be resolved as quickly as possible.
  • Some disrepair claim firms state they are ‘working with us’ to complete repairs – they are not. If you are unsure, please contact us.
  • Once a disrepair claim is started it can be difficult for you to terminate the agreement. You may be liable for their legal fees if you end the agreement.

Not sure about someone at your door?

  • If you’re unsure, contact us to make sure the person is who they say they are.
  • Make sure they show you I.D. If you have concerns check with us or the company, they say they are from.
  • You do not have to give personal information or let them in until, you’re sure.

Got a phone call?

  • Some companies might call or email you. If you’re not sure if someone saying they’re from Cartrefi Conwy is real, call us back at 0300 124 0040 or email to check.

We want to work with residents to deal with any worries about their homes and repairs.

Feel free to get in touch with us.

Last modified on June 26th, 2024 at 10:13 am