Disrepair claims

You can raise a complaint by contacting us through any of the following channels:

• Online: Log in to your Places for People online account to submit a complaint.
• Phone: Call our Customer Contact Centre on 01772 667 002 (England) or 0131 657 0600 (Scotland).
• Email: Send your complaint to info@placesforpeople.co.uk.
• In Writing: You can write to us at:
  Places for People
  4 The Pavilions
  Portway, Preston
  PR2 2YB

We are committed to resolving your complaint promptly and fairly, keeping you informed throughout the process.

If you’ve started a disrepair claim but have had a change of heart, that’s perfectly fine. Please let us know as soon as possible so we can assist you and update any necessary records.

If you’re approached by cold callers claiming to represent Places for People or offering help with disrepair claims:

• Verify their identity: Always check identification badges carefully. Some marketing firms falsely claim to be acting on our behalf.
• Do not feel pressured: If you’re unsure, do not let them into your home. If you feel unsafe, contact the police and inform us immediately.
• Beware of misleading claims: Many firms make promises of quick repairs or significant compensation, but these claims are often exaggerated.
• Contact us directly: For any issues with your home, get in touch with us directly. We’ll address the matter without the need for third-party involvement.

A legitimate Claims Management Company (CMC):

• Must be registered: Check their registration with the Financial Conduct Authority (FCA) on the FCA’s website.
• Should provide transparency: They should explain their services, fees, and agreements in clear terms.
• Be alert to red flags: Avoid companies that pressure you into making a claim or use unclear or aggressive tactics.
• Understand the risks: Even with a legitimate company, there could still be financial risks or hidden costs.

A no win, no fee agreement allows you to pursue a claim without paying legal fees upfront. However, it’s important to be aware of potential risks:

• Hidden fees: Some agreements include extra charges or require upfront payments for insurance policies, which can be substantial. For example, one customer was asked to pay £5,000 in advance to cover costs.
• Legal costs if the claim is unsuccessful: If the case is lost, you may be liable for legal costs, including those of the opposing side. In some cases, these costs have run into thousands of pounds.
• Compensation deductions: Any compensation awarded may be reduced to cover solicitor fees or legal costs.

Before agreeing to any arrangement, read the terms carefully and seek advice if you’re unsure. Feel free to contact us for guidance.

While claims firms often promise quick solutions and large compensation sums, it’s important to understand the risks:

• Misleading promises: Claims firms may overstate their success rates or imply they can resolve issues faster than us. In reality, these claims often lack guarantees.
• Financial impact: Many firms operate on a “no win, no fee” basis, but hidden costs or legal fees can still leave you out of pocket.
• Court-ordered costs: If your claim is unsuccessful, you could be liable for significant costs, including our legal fees.
• Vulnerable Customers: Some firms target vulnerable individuals with aggressive marketing tactics.

We encourage you to approach us directly with your concerns. We are here to help and will work to resolve any issues quickly, without putting you at financial risk.

• You must use a third party to report disrepair issues: This isn’t true - you can contact us directly. We’re here to help, and there’s no need to involve claims firms or other third parties.
• Every disrepair claim results in compensation: Not all claims lead to financial payouts. Our main focus is resolving the issue to ensure your home is safe and comfortable.
• Disrepair claims are risk-free: This is a common misunderstanding. Claims firms may not explain the financial risks, such as hidden fees, upfront costs, or liability for legal expenses if the claim is unsuccessful.