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What you can claim for

  1. 01Damp and mould
  2. 02Leaks
  3. 03Heating or hot water
  4. 04Electrics
  5. 05Windows or doors
  6. 06Pests
  7. 07Structure or roof
  8. 08Something else

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Report Repair · FCA authorised, FRN 830182

Independent · not part of Bernicia

Bernicia complaints, compensation and disrepair claims

Your options if Bernicia hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.

By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Bernicia repairs

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LandlordBernicia

Has Bernicia been told about the repair?

Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Bernicia’s repair contacts

Free to check · About 2 minutes

You can complain to Bernicia, then the Housing Ombudsman, yourself for free.

Complaint or claim?

Your options if Bernicia hasn’t fixed it

Claim compensation

Make a disrepair claim

A law firm on our panel takes it up with Bernicia 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 fees

Complain

Complain to Bernicia

This can get Bernicia to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Bernicia to put things right. In its recent decisions about Bernicia, it ordered £200 in compensation.

How to complain

You 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.

  1. 01

    How long

    From when your landlord knew about it to when it was fixed, or today.

  2. 02

    How much of your home

    One room, or the whole home.

  3. 03

    How badly

    How much it affected your daily life and your belongings.

Making a claim

Claiming against Bernicia

  1. 01You tell us what’s wrong and when you reported it. About 2 minutes.
  2. 02We introduce you to a law firm on our panel, with your permission.
  3. 03They write to Bernicia asking for the repairs and compensation. Under the court rules for housing conditions claims, Bernicia should reply within 20 working days.
  4. 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 Bernicia

Bernicia has to follow the Housing Ombudsman’s Complaint Handling Code.

  1. Stage 1

    Complain to Bernicia

    Bernicia will call you within 5 working days to acknowledge it, with a reply within 10 working days.

  2. Stage 2

    Ask for a review

    A review by a Head of Service or Director, with a reply within 20 working days.

  3. Then

    Housing Ombudsman

    Independent. It can order Bernicia to put things right.

Complain onlinebernicia.com

From bernicia.com, checked 5 October 2026.

Complained and still waiting? You can start a claim while your complaint is going on.

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Bernicia’s record

What the regulator and Ombudsman found

Happy with complaints42%

of Bernicia tenants were satisfied with how complaints were handled in 2024/25.

Ombudsman56%

of the Ombudsman’s findings about Bernicia in 2024/25 were maladministration.

Sources: Bernicia tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.

Complaints against Bernicia

What the Housing Ombudsman decided

Recent cases where the Housing Ombudsman found Bernicia at fault over repairs, and the compensation it ordered. Every case is different.

  • How it handled reported repairs to the front and back doors and windows. Read the decisionMaladministration
    £200 ordered

Source: Housing Ombudsman decisions.

Has Bernicia let you down too? You could claim compensation.

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Questions

Bernicia complaints and claims: questions

How do I complain to Bernicia about repairs?

Online: bernicia.com. Say what the problem is, when you reported it, and what you want done.

How long does Bernicia have to reply to a complaint?

Stage 1: bernicia will call you within 5 working days to acknowledge it, with a reply within 10 working days. Stage 2: a review by a Head of Service or Director, with a reply within 20 working days.

Can I claim compensation from Bernicia for damp and mould?

You could, if you reported it and Bernicia didn’t fix it in a reasonable time. A law firm on our panel can take it up with Bernicia for you.

Start your claim
Has the Housing Ombudsman found Bernicia at fault?

In 2024/25 the Ombudsman found maladministration in 56% of its findings about Bernicia. Recent decisions about its repairs are listed above, with the compensation ordered.

Why use Report Repair?

A law firm on our panel takes your claim up with Bernicia: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Bernicia on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.

See fees

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