Independent · not part of Ashford Borough Council
Ashford Borough Council complaints, compensation and disrepair claims
Your options if Ashford Borough Council hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkRepairs and phone numbers: Ashford Borough Council repairs
LandlordAshford Borough Council
Has Ashford Borough Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Ashford’s repair contactsFree to check · About 2 minutes
You can complain to Ashford Borough Council, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Ashford Borough Council hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Ashford for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Ashford’s own target for a routine repair is 28 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Ashford Borough Council
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Ashford Borough Council asking for the repairs and compensation. Under the court rules for housing conditions claims, the council should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Ashford Borough Council
Ashford Borough Council has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply from a Head of Service or more senior officer within 20 working days.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
From ashford.gov.uk, checked 9 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimAshford’s record
What the regulator and Ombudsman found
Aug 2024: After the council referred itself, the regulator found serious failings, including overdue electrical safety checks, unfinished fire safety work, missing smoke and carbon monoxide alarms, no full stock condition survey for over 10 years, and complaints not recorded consistently.
of Ashford tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Ashford in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 9 August 2024; Ashford tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Questions
Ashford Borough Council complaints and claims: questions
How do I complain to Ashford Borough Council about repairs?
Online: secure.ashford.gov.uk. By email: housingresolutions@ashford.gov.uk. By phone: 01233 331111. Say what the problem is, when you reported it, and what you want done.
How long does Ashford Borough Council have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply within 10 working days. Stage 2: acknowledged within 5 working days, with a reply from a Head of Service or more senior officer within 20 working days.
Can I claim compensation from Ashford Borough Council for damp and mould?
You could, if you reported it and the council didn’t fix it in a reasonable time. A law firm on our panel can take it up with Ashford for you.
Start your claimHas the Housing Ombudsman found Ashford Borough Council at fault?
In 2024/25 the Ombudsman found maladministration in 71% of its findings about Ashford.
Why use Report Repair?
A law firm on our panel takes your claim up with Ashford Borough Council: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with the council on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Ashford?
Other landlords in the South of England
- Aster Group complaints and claimsHousing association
- B3Living complaints and claimsHousing association
- Basildon Council complaints and claimsCouncil
- BCP Council complaints and claimsCouncil
- Brighton & Hove City Council complaints and claimsCouncil
- Bristol City Council complaints and claimsCouncil
- Norwich City Council complaints and claimsCouncil
- Portsmouth City Council complaints and claimsCouncil
Still waiting for Ashford Borough Council to fix it?
About 2 minutes. No documents. Free to check.